Video Consulting: replacing a third-party tool with an in-house experience built for the Interhyp brand
An in-house video consulting tool for advisors, built to replace an expensive, outdated third-party application — and to make end customers feel like they're meeting in an Interhyp office, not logged into a generic vendor app.
Impact
~75–80% Euros
Lower annual cost vs. the old third-party tool
~85% Adoption rate
sessions held with camera on
~50% Efficiency
Fewer steps to complete a task (4 → 2)
Challenge
Before this project, advisors relied on a third-party video consulting tool that was expensive to license, had a dated interface, and struggled with performance. A task force initiated by leadership set out to replace it with a fast, in-house alternative. Video consulting is a high-stakes moment for Interhyp — it's often where advisors and customers meet face-to-face — so the tool couldn't just match the old one on features. It had to carry Interhyp's brand identity and make customers feel like they were sitting in an Interhyp office, not using a generic vendor's video app.
Approach
Discover: Learning from what was already there
I started by mapping what worked and what didn't in the existing third-party tool, separating what advisors actually valued from what was just familiar. Alongside that, I ran a competitive analysis of other video consulting products to see how the market handled the same problem, and held a workshop with advisors to collect their needs and frustrations directly. In parallel, I gathered constraints from the development team — technical limitations, plus the time and resource constraints the task force was working under, since the tool needed to ship fast.
Design & test: Wireframes to a validated prototype
I built wireframes and tested them with the team and a group of users, iterating over several rounds before arriving at a final prototype. That prototype went through moderated usability testing to validate the flow and interface before development began.
Launch & irritate: A hackathon build, then learning from real appointments
Development happened in a single hackathon week, with me embedded alongside the team to make minor UI and design decisions on the spot. After launch, I stayed close to real usage — shadowing advisors and sitting in on live consulting appointments — to keep collecting feedback. Because the design was built to scale beyond the first rollout, Video Consulting is now expanding from internal advisors to a paid add-on for external advisors as well.
