Meeting hub
This is the journey through a recent project I had the privilege of working at Demodesk. I'll share how I tackled a crucial issue, my role in it all, the challenges faced, and the impact made.
Understanding the problem
Demodesk is a platform that lets companies showcase their products to potential clients. My focus for this project was on the scheduling feature. You know, you share a link, people book a slot, and then you dive into the meeting. Sounds straightforward, right? But here's the catch: 
Only
37% booking rate
Only a small % of meetings booked through these links, which didn’t align with our product strategy
Why?
Drives engagement
The more meetings we scheduled, the more chances we had to turn leads into opportunities
Only a
56% adoption rate
among our users for the scheduling feature. It could definitely be improved
calendar
Low booking rate
Only a 37% of meetings booked through these links, which didn’t align with our product strategy
handshake-simple
Driving engagement
The more meetings we scheduled, the more chances we had to turn leads into opportunities
repeat
Adoption rate
The current solution has 56% adoption rate among our users. It could definitely be improved
My role
As the Product Designer on this journey, I owned the entire design process from start to finish. I was responsible for conducting research (user interviews, gathering data insights), ideating, prototyping, testing, development handover, and implementation support.
Process overview
Of course, I had a great team to collaborate with, including project managers and developers, and the fortune of requesting design critiques from our talented design team when needed. One of the best things about Demodesk is how we can switch between different projects across the entire product. It keeps things interesting, helps me gain deep product knowledge, and adapt to new challenges constantly.
Our cross-functional team
Project Manager
Developers
Designers
Customer Success
Project's interesting bits
Research
Now, let's talk about the juicy bits: the challenges. First, I took a deep dive into data usage. I found that: A whopping 87% of our users preferred Chrome browsers, yet the usage of our Chrome extension was quite low, mostly limited to experienced users.  Our task success rate for booking links was a mere 60%, indicating numerous drop-offs during the process.
Then, I dug into booking links support tickets. Here’s what I found: Half of the issues were related to users struggling to find what they needed. Our users needed better visibility and accessibility to their booking links.
I hopped into user interviews and discovered a nifty insight:  Users found it easier to maintain a document with their most-used booking links because they needed them both within and outside the Demodesk platform. They often juggled personal, group, and custom booking links, which made the process more complicated than it needed to be.
Chrome extension early design
Getting to Know Our Users
Ideating and prototyping
I started to form a hypothesis: what if we could make it super simple for users to access their most-used links effortlessly (in terms of steps and immediacy of information), both within and outside Demodesk? Like pinning your favorite pages as a bookmark or posts to your Instagram wall but for booking links.
My solution was to build upon our Chrome extension functionality, expanding its reach within and beyond the platform. The extension would allow users to search for their favorite booking links and switch between different types with ease.
But, here's where it got interesting. After discussions with our developers, we had to pivot. Creating 'favorite' links wasn't feasible due to data structure complexities on the back end. Instead, we reached a middle ground on showcasing the top three recently used links, giving users access to different link types.
I wanted to ensure everyone was on board. So, I had a cross-functional discussion with various stakeholders within our team taking them through the Chrome extension approach. I explained its major advantages: 
rocket
Boosting adoption
Adding flexibility and discoverability to the Chrome extension by making it accessible anywhere, even outside Demodesk
repeat
Solution consistency
Centralizing the feature helps is ensure design, functionality and technology consistency always
code
Reducing development
Unifying the feature in one place, cutting development and maintainability efforts on the long-run
Solution
Solution
1.
Increasing recent links from 3 to 5 helps choosing from numerous booking links without feeling overwhelmed
2.
Tidying up by preferring a collapsed view and restructured sections helps create effective navigation
3.
Speaking to users in their language we simplified the most used terms “Team link” and “Tandem link”. Now accessible with fewer clicks
4.
Personal links, now grouped and ordered by most recent use, getting enhanced utility without clutter
Curious for more?
User validation
Development Handover
Project's Impact
The revamped Chrome extension was a hit: In a nutshell, the project thrived thanks to the power of collaboration, data-driven insights, and user-centric design. By simplifying the scheduling process and making it more accessible, we not only improved user engagement but also made our team's life easier.
Chrome extension
Downloads went up by 122%
All thanks to incorporating in-platform references
Feature adoption increased
30% more scheduled meetings
Originating through booking links activity
Related CS support decreased
56% less support tickets
Our CS team could focus on more critical tasks
In a nutshell, the project thrived thanks to the power of collaboration, data-driven insights, and user-centric design. By simplifying the scheduling process and making it more accessible, we not only improved user engagement but also made our team's life easier.
Overview
Research
Ideate
Solution
Impact
Getting to Know Our Users
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