AI Meeting Summarisation

impact

~45% reduction

in usability issues - validated via testing, looking at the service blueprint and improving holistic experience.

~83%

satisfaction rating on AI summaries (quality & clarity).

Cross-functional alignment: Partnered with product, legal & tech teams for smooth rollout.

Productivity boost: Reported time savings, smoother onboarding, and faster follow-ups, reducing daily meeting friction.

problem statement

How might we design a cohesive, compliant, and AI-powered meeting summarization experience for 290K+ employees, ensuring seamless integration, inclusivity, and adaptability across diverse scenarios and personas?

process

01 Research

Interviews, SUS, heuristics

02 Co-design

Workshops, quick sketches

03 Prototype

Flows, micro-interactions

04 Validate

Usability tests & synthesis

meeting summary experience flow

Join meeting

Employees can join regular meetings and start summarization with standardized messaging informed by device parity analysis, heuristics, and service blueprinting.

Get notified

Streamlined notifications deliver summaries based on user preferences and channel choice, informed by workshops and policy constraints.

Meeting portal

Compliance-focused portal for accessing, searching, and sharing meeting insights while maintaining regulatory standards.

Agentic access

Future on-the-go access, one-click sharing, templates, and in-house LLM agent tools to assist across integrated applications.

Service blueprinting layered with heuristics analysis

Continuous heuristic evaluations were conducted at multiple stages—both during the initial design phase and while reviewing the UI pilot—to enhance the overall experience and reduce user pain points.

Service blueprint overview — High-level service blueprint across phases.

Ideation & outcomes

Post-UAT themes

Personalization & preference-driven summaries
Seamless integration across channels
Quick share & accountability flows

Ideation board — Synthesis board highlighting convergent decisions.

AI model capabilities testing

What we validated

Entity & action extraction accuracy
Summarization quality vs. length constraints
PII redaction reliability
Hallucination checks on edge cases

Model test overview — Evaluation snapshots (sanitized).

Usability findings & synthesis

Key findings

Search & filter increased findability of summaries
Action-item surfacing improved follow-through
Preference panel reduced notification fatigue

Usability synthesis board — Affinity clusters → prioritized fixes.

Visual design & thought process

All screens are either recreated or blurred to comply with NDA. Sensitive information has been anonymized, and the visuals are intended solely to illustrate design thinking and evolution.

Visual process v1 to v2 — Version 1 : blurred due to NDA

01

Initial Design Hypothesis

Envision an end-to-end intelligent meeting summarisation experience.

Integrated quick AI toolbox for context actions.
Search & filter as core navigation.
Attendees & action items surfaced up front.

Early concept mock showing quick AI toolbox and summary layout — Initial design concept with AI toolbox integration.

Feasibility and MVP prioritisation mockups — MVP prioritisation and feasibility analysis.

02

Post Feasibility & MVP Prioritisation

Align with PM & Eng on feasible V1 and critical path features.

Prioritised "new summary" and "download" as critical path features.
Deferred advanced search/filter to later validation.
Scoped interaction to single-page summary view to accelerate delivery.

03

User Interviews & Usability Feedback

Validate V1 experience; identify usability gaps.

High value in filters, meeting type, and quick sharing.
Need fast retrieval and preference controls.

Usability session screenshots with annotations — User feedback and usability testing insights.

Evolved designs integrating insights and preferences — V2 evolution incorporating user insights.

04

Integrating Insights (Day 2 / V2 Evolution)

Evolve design through evidence-based iteration.

Introduced Preference Settings panel within the portal (Day 2).
Integrated Quick Share flows into both the summary view and AI toolbox.
Adopted floating search/filter & AI toolbox to balance flexibility with compliance limitations.

Solution highlights

AI-generated meeting summaries portal for central access
Scenario-testing framework to improve summary quality
Multi-device consistency for seamless adoption
Action-item notifications for accountability
Agentic toolbox concept (contextual actions)
Template selection & quick share patterns
Compliance-first portal scaffolding

Key learnings/Reflections

Balance AI-first vision with trust and usability
Cross-functional alignment accelerates enterprise adoption
Iterate via pilots; measure what moves adoption