Yuval Ezov - Scheduler - Store Initiation

Asurion's Scheduler

How we drove more customers to Asurion's new stores

Scheduler Flow

INTRO

In 2019 Asurion bought a well known repair store chain called Ubreakifix to extend their repair services in order to reach out non subscribed customers. When something happen to their device, people can walk-in to a store or locate a store through online search and check for services offer. Many tend to schedule a repair in-store to be in peace of mind, that’s why there Asurion has an online experience for the stores.

Business Problem

A large number of users enter the Asurion web funnel via marketing, but eventually do not show up at the stores. Also, the new stores needed to go through a rebrand.

Research Shows

In-store repairs are usually preferred by consumers, however the current flow isn’t converting well enough.

Main Goal

Increase customer door swings by digital conversion.

About Asurion in-store repair

People usually look online for solutions near them when their devices break. When they enter the flow, they are lost and don't get all the information needed to gain trust in order to book repair in-store - so they drop off.

Also, they come from different places and go through different journeys in the flow. Not everyone comes from the same area and takes the same steps.

I have a broken device

1 Looking for a solution online

2 Schedule an in-store repair

3 Get a repair in-store

4 Device repaired!

5 Current state

The store's digital funnel attracts a large number of potential customers, but they don't convert enough to show up to the stores.

Asurion stores across the US

0 +

Enters the digital flow*

0 K

Comes to the stores from digital flow*

0 %

Identifying the pain points

Interviewing customers and observing user sessions helped us identify 3 problems in the current flow:

Missing information

in key areas

1

Overlapping steps

and dead ends

2

Lack of trust in

the brand service

3 So we started ideating for solutions in order to overcome those pains.

Solution #1

Providing three new information areas

Our Promise

Drawer with information on the service.

A fixed area for general information on Asurion’s offering and benefits. This area is accessible for our users across the flow.

During our research, interviews and viewing of user-sessions, we saw that in the old flow, most of the users leave the flow in order to read the missing information on the main page, which disconnects them from the flow, and creates frustration. That’s why we decided to make the benefits area accessible for them throughout the entire process through a drawer.

Also, we made this area sticky with the main call-to-action button, since in the previous flow the user needed to scroll down to find it.

Expert Bubble

Our expert will walk you through it.

A feedback module that provides relevant information after a user has made a choice, to reduce concerns and gain trust.

We knew the users were looking for information about our services depending on their specific issues, but we didn’t want to overload them upfront, so we made personalized messaging popups that sent back feedback following their actions and give them valuable insight from their experts. By reducing user concerns about our services, we can strengthen their feeling to continue forward.

Map Pins

Where? When? Whatever fit your needs.

Helping the user make a better decision by highlighting useful information.

We have provided our users with relevant information through pins and store-components on the map, such as the location of the stores, the nearest available time for appointment, and whether the store is open now or not. The information was delivered in such a way that it does not burden the user, and gives him the correct and up-to-date indication that helped to build trust and progress in the process.

Solution #2

Providing a seamless experience from multiple entry points

One of our main problems was repetitive actions or overlapping steps, so we improved the service flow in a way that no matter where the user comes from, he will continue in sequence through the flow and won’t need to re-enter details that he already filled, and without taking the same action all over again.

We did this by mapping of all the edge cases and dead ends, collaborating with different strategic teams that have entry points for the experience, and working closely with the design system and the research team to ensure we cover edge cases and base our decisions according to our users.

We started with an MVP version

To test our solutions and hypotheses. Initially, we focused on mobile, then we developed for desktop.

The Results

The new experience increased conversion by more than 30%

Previous conversion

0 %

Came to store from digital flow

0 %

New conversion

0 %

New

Came to store from digital flow

0 %

New

Responsive work and components

Working closely with other strategic teams, together with the design system team, we developed global components for multiple teams’ usages across the organization to retain a seamless experience between all the different services we provide and align it to the brand and design foundations.

monday AI notetaker

Notetaker — AI meeting intelligence inside the CRM

How we went from zero to strong product-market fit by embedding AI meeting summaries directly into the sales workflow.

Background

Every sales call ends the same way

After every customer call, sales reps face the same tedious task: summarize the conversation, update the CRM, extract next steps, and hope nothing important was missed. It's slow, it's error-prone, and it disconnects reps from what they actually do well — selling.

AI meeting assistants exist to solve this. But most live in a separate tab, disconnected from where deals are actually managed. We believed the right answer wasn't another standalone tool — it was bringing the intelligence directly into the CRM.

The goal

Zero friction from call to CRM

Give sales teams automatic meeting summaries, transcripts, and action items — surfaced inside the deal they're already working on. No context switching, no copy-pasting, no forgetting.

The Problem

The tools were everywhere except where the work happened

Sales teams were juggling multiple tools: a video platform, a note-taking app, a CRM — all disconnected. Information got lost between them. Updates weren't made. Deals slipped through the cracks not because reps didn't care, but because the workflow made it too hard to stay on top of everything.

1. Manual and error-prone. Reps summarized calls from memory, missing key details and creating inconsistent CRM data.

2. Context switching killed momentum. Jumping between a meeting tool and a CRM broke focus and delayed updates — sometimes indefinitely.

3. Managers were flying blind. Without reliable post-call data, pipeline reviews were based on guesswork rather than what was actually said.

Higher adoption in CRM vs. platform average

0 x

Week-over-week ARR growth at peak

~ 0 %

Marketing or sales spend driving growth

CRM users adopted Notetaker at 2.6× the rate of the broader platform — a clear signal that embedding the product where deals live was the right call. The use case resonated most when meeting intelligence was tied directly to pipeline, not sitting in a separate inbox.

The growth

A hockey-stick with no playbook

What makes the early growth arc unusual is what didn't drive it. No growth experiments, no paid acquisition, no marketing campaigns. The team was heads-down on product — specifically enterprise readiness: SSO, permissions, admin controls, data governance.

ARR grew exponentially through Q1 2026, with a clear inflection point. Week-over-week growth reached ~37% at peak, and both deal size and account velocity were rising simultaneously with no signs of saturation.

The interpretation: when product-market fit is real, organic momentum appears before you invest in growth. The bottleneck wasn't demand — it was infrastructure to support it.

What's next

From assistant to agent

The meeting assistant category is moving fast — and it's not moving toward better transcripts. It's moving toward agents that take action after the meeting ends.

The next chapter for Notetaker is agentic: after a call, the product doesn't just summarize what was said — it acts on it. Update the deal stage. Create the follow-up task. Draft the recap email. Schedule the next meeting. All automatically, inside the CRM, without the rep lifting a finger.

1. Auto-update CRM fields. Deal stage, close date, next steps — populated from what was actually discussed, not manually entered.

2. Post-call actions triggered automatically. Follow-up tasks, stakeholder notifications, and pipeline alerts — without any rep input.

3. Proactive deal intelligence. Surfacing risks, coaching insights, and competitive signals from conversation patterns across the entire pipeline. Our advantage in this shift isn't AI — every competitor has access to the same models. Our advantage is distribution. We're already inside the CRM where those post-meeting actions live. While others build standalone agents that need to connect to your workflow, we're starting from inside it.

The standalone Notetaker product — currently in progress — will open the top of the funnel significantly. But the real prize is what comes after: a product that doesn't just capture what happened in meetings, but drives what happens next.