AI Meeting Notetaker

Problem

HappyScribe offers transcription and subtitling services. Users upload an audio or video file and receive the transcription or video with synced subtitles. While serving both B2C and B2B users, the product was becoming very transactional.

Although users were happy with the results, once they achieved their goals, they left. This made retention and subscriptions difficult. We needed to find a way to deliver continuous value to users to increase retention and revenue.

Research

We interviewed 20 users from different industries and roles. After the first 5 interviews, we identified common pain points and opportunities. Since problems evolve over time, we maintained ongoing contact with users to keep the problem well-defined through continuous discovery.

The common problems we found were:

• Preparing for a meeting — Users spend time reviewing previous topics and gathering relevant information.
• Taking notes during a meeting — Users register key points and actions during the meeting, reducing attention to the discussion.
• Tasks after a meeting — Users spend time creating follow-up tasks, drafting emails, and other documents.
• Create an artifact — Users need to process information to create presentations, reports, or other artifacts.
• Offline conversations — Users go through manual steps to record offline conversations, upload files to the platform, and process them later.

Profiles

We grouped these users into 4 profiles based on use case:

• Backup — Users who want to save meeting recordings to check later or share with others, without a specific purpose.
• Operational — Users who need to check previous meetings, create summaries, update the CRM, send follow-up emails, etc.
• Content creation — Users who want recorded and transcribed content to create videos, podcasts, quotes, or other media.
• Insights — Users who need recordings and transcripts, then analyze the content to convert it into insights like reports.

Opportunity

We saw a clear opportunity to help users optimize their workflows and save time. Our position in the market also supported this direction.

• Common pain detected — Everyone, regardless of their work, has meetings and tasks to do before, during, and after.
• Less technical profile — Most of our users weren't familiar with the latest AI tools and services, so despite strong competition, we could have a huge impact.
• Distribution available — High traffic of new users and an existing base of thousands of users.
• Tech stack ready — We were already experts in transcribing different languages with high accuracy and had AI knowledge. We only needed to add the connection to record meetings.

Solution

Based on our user conversations, we defined a solution that:

• Allows users to record and transcribe meetings regardless of their needs.
• Reduces the friction of uploading files manually.
• Provides tools to process information and create artifacts.
• Stores all recordings and becomes the knowledge base for users.
• Boosts retention and engagement.

Result

We designed a solution to cover the different use cases in progressive phases.

• Record and transcribe meetings — We developed an integration with the main online meeting platforms to record and transcribe meetings easily. Everyone could now have a complete history of their meetings with recordings and transcriptions.
• New meetings hub — We introduced a new section for better meeting management, with settings for which meetings are recorded, visibility controls, multiple calendars, and more.
• AI tools — We added AI tools to help users perform tasks from meetings or create artifacts. These include creating follow-up tasks, drafting emails, and an AI assistant for any request. Users can select multiple meetings and ask questions like 'Who mentioned a problem receiving emails?' or 'Create a report with the main topics discussed and actions to take.'
• Mobile app — For users on the go, we developed a mobile app that syncs with the desktop version.
• New pricing plans — We modified the pricing plans to set limits on the Notetaker feature, ensuring users who get value from it pay recurrently instead of one-offs.

Did we solve the problem?

Yes. The solution delivered value through three key factors: providing continuous value to users, leveraging our existing distribution, and implementing new pricing plans that captured this value.

Retention rate increased around 3% over the total base of thousands of users. Notetaker users were more engaged and used the product up to 5x more than non-notetaker users.