As Flexperto grew during and after the pandemic, video meetings became the new standard for customer communication across industries. Experts began to rely heavily on digital appointments, not just for convenience, but as the primary touchpoint with customers. To support this shift, our challenge was to evolve the in-meeting experience from a static video call into a professional and fully integrated collaboration space - one that users wouldn’t have to supplement with other tools.

Over the past two years, we’ve rolled out a series of updates to improve this experience, with AI-powered features being the most recent additions. This case study explores key elements that shaped the improved meeting room experience.

In the early days of Flexperto, the meeting experience was primarily designed for simple video consultations - a lightweight, browser-based solution that met the immediate needs of remote customer appointments. As demand grew rapidly during the pandemic, especially in regulated industries like insurance and finance, the core meeting environment began to show its limits.

Through data analysis and customer feedback, we found that users relied on Flexperto for scheduling and e-signatures, but many turned to Teams or Zoom for the actual meetings. This meant lost time and inconsistent workflows. Therefore, we aimed to streamline their workflow by making the meeting room a part of a seamless, all-in-one “perfect sales meeting” tool.

To define what a “perfect” sales meeting looks like, I mapped the expert and customer journey before, during, and after meetings together with PMs and Customer Success. Through customer calls, surveys and data, we uncovered pain points and workflow gaps across our core industries such as insurance, banking, and telecom.

Key insights and user needs:

• Contracts are central. Signing must be frictionless and available wherever needed.
• Consistency matters. Experts need reusable meeting structures (agendas, templates, pre-loaded documents) so recurring appointment types can be run more efficiently and with a professional, consistent experience.
→ In short: Standardized meeting flows save time while ensuring a reliable customer experience.
• Documentation is a burden. Experts spend too much time manually collecting, writing, and organizing notes.
→ In short: Automating repetitive tasks frees experts to focus on the actual consultation.

• Experts continued preparing on paper or other platforms due to lack of in-tool preparation features.
• Lack of customization led to inconsistency in meeting quality.
• Users reported switching to alternative platforms for meetings due to limited flexibility and features.
• Fragmented workflows created a disconnect between preparation and execution.

Based on these findings, I redesigned the meeting room with a strong focus on efficiency, consistency, and trust-building.

1. Intergrated E-Signature where experts can seamlessly view and initiate e-signatures directly from the meeting room - whether via the whiteboard or mediathek.
2. Mediathek & Meeting Templates. To cut down on repetitive preparation, I designed reusable templates with pre-selected documents, agendas, and note-taking. This will give experts a consistent structure for different meeting types while keeping all client information in one place, ready for follow-ups.
3. Introducing AI-powered documentation to the meetings. Real-time transcription, AI summaries, and suggested next steps will reduce manual note-taking and ensure nothing gets lost - improving productivity and accuracy.

• Whitelabeling. Users want the option to give their customers a fully branded, white-labeled meeting experience that feels professional and personalized, helping them maintain trust and credibility with their clients.
• Waiting room. Users need the ability to control when customers join the meeting and to personalize the waiting room message.
→ We also used the waiting room as an opportunity for experts to gather more information about the client before the meeting starts. Clients can answer key questions in advance, helping save time and allowing the meeting itself to focus on meaningful interaction.
• Post-meeting feedback. Our users wanted to receive feedback after meetings, as currently they have no indicators beyond contract signatures to measure success or improve their consultation skills. 
→ This feature is part of a larger Insights dashboard, where experts can track their performance data and customize feedback questions to continuously improve their consultations.

Introducing new features or changing familiar workflows can be intimidating — especially for users who aren’t very tech-savvy, which describes most of our target audience. I wanted the transition to feel natural and stress-free, so new features were always optional and supported by clear tooltips and step-by-step guidance. This gave users the confidence to explore at their own pace and, hopefully, realize that once they tried the improvements, their days would be smoother and time would be saved.

• Positive early feedback: Customer calls indicate experts appreciate templates, automation, and AI documentation that streamline preparation and follow-up.
• The recent improvements led to an increase in user engagement, with 13.6% more users conducting online meetings on Flexperto within just a few months.
• Ongoing monitoring: We continue to track feature usage, efficiency, and adoption through Heap analytics to measure impact over time. Insights from analytics and feedback will guide further refinements, ensuring the meeting environment evolves with user needs.