Localisation Automisation Platform
Eliminate manual redundancies and introduce automation, enabling the team to work more efficiently and effectively.
Background
The localization platform relied heavily on manual input, resulting in cumbersome processes outside and inside our platform.
Role: I undertook the role of a UX designer.
Methods used: We used various methods such as current state analysis by creating a journey map, conducted user interviews, mind mapping, user testing.
Tools used: Google Analytics, Hotjar, Miro, Figma
Team members: Product owner, UI designer, Scrum Master, two frontend developers, two backend developers, two QA developers.
Stakeholders: Customers, localization manager, sales representatives, customer service manager.
Research & Analysis
At the beginning of the project, I initiated user interviews to gain insights into the existing workflow, uncover pain points, and identify potential opportunities. Drawing from the findings of the user research, the following problems were identified:
Customers:
- Lack of transparency in the automation process, causing issues despite the preference for automated workflows
- Difficulty in tracking which localization issues have been addressed
- Inconsistencies in translated content across the site
- Users find it challenging to comprehend the purpose of each feature, leading to a sense of overwhelm caused by the interface
- Difficulty in providing feedback or suggestions for improvements in the localization process.
Localisation team:
- Time-consuming and inefficient manual process of adding time spent on each page and assigning localization members to individual pages
- Challenges in coordinating and managing translation tasks across the team due to timeframe and availability
- Challenges in effectively communicating with customers when encountering issues beyond the scope of the localization team, such as layout and HTML-related problems
- Inability to effectively scale and accommodate more customers within the existing process.
Customer service team:
- Communicating the value proposition of our service to customers proves to be a challenge
- Effectively conveying the various features to customers is a challenging task, and comprehending the purpose of each feature proves to be difficult.
Data analysis:
Despite the limited data available in our system, I conducted an analysis of user behavior within our dashboard. This included evaluating user login frequency, usage patterns, and feature utilization.
Stakeholder requirements:
We additionally collected requirements from key business stakeholders.
- Desire to establish a new plan that eliminates the need for customers to handle localization themselves
- Ensuring scalability is a key aspect of the new plan
- Revised premium appearance to align with the new pricing plan.
While developing customer journey maps, I also examined our competitors' dashboards to explore possibilities for redesigning our own dashboard experience, tailored to suit the needs of each persona group.