Al optimizes translation for speed + accuracy benefited business to 400%
Platform
Web + Mobile
Timeline
2 Months
Team
2 designers, 1 product owner, 1 stakeholder, 2 engineers, 1 QA
My Role
Lead Product Designer Architected the end-to-end user journey.
Listen customer concerns Audit platform.
Conduct the prioritisation define session with other designers and PMs
Designed core user flows and final UI
Validating design decisions by customer feedback.
Delivered dev-ready assets and supported rollout iterations
Overview & Goals
DigitalTolk translation tool helps thousands of its customers by provide quality translation done by their translators manually.
Customers were suffering high cost and long waiting times to just get their translation done which is unacceptable in this advanced world of technology.
Business goal was to provide translation that reduces processing times from days to minutes and by reduce cost of DigitalTolk.
Challenges
Vanish pricing fear for customers.
Customers faced long delays waiting for manual price quotes.
Save both customer and business cost.
AI-driven cross-platform workbench for human-refined, customer-tailored translations.
Outcomes
37%
Bookings increased
120%
Efficiency achieved
36%
Reduce admin load
40%
Saved cost
Keep reading to dive into design process
Identify pain point
DigitalTolk’s medical and legal clients were feeling the pinch. High costs and long turnaround times (5–6 days!) were causing major friction, and some were even walking away from their contracts.
Digging into the Experience
I dove into the platform to see where things were breaking down. The culprit? A lack of upfront pricing.
Currently, customers have to request a booking and wait up to 24 hours just to get a quote from a translator. Only then can they decide to move forward or reject it—making for a very slow start.
Talking to customer
After several sessions with customers and specifically talk about the pricing matter, Business developers came to the point that the quoting process is confusing.
Customers hate the back-and-forth and feel like the current "bid and wait" system is just a waste of their time.
Some users mentioned that booking felt like a chore because they had to re-enter the same info every time.
Ideation
Our team got together to brainstorm how to fix the friction. We decided on four main moves
AI + Human Review:
Using AI for speed, with a human pro for the final polish.
Price Transparency:
No more guessing games—bringing pricing front and center.
Better Collaboration:
Streamlining how customers and translators give feedback.
A Smarter Flow:
Redesigning the booking experience to be more dynamic and intuitive.
Polish UI
Booking form redesign for customers
I overhauled the booking form to prioritize what matters. Once a customer uploads their document, the rest of the options appear dynamically to keep the interface clean.
Price quote appear on front
To eliminate the "wait-and-see" game of traditional services, we’ve integrated a Front-End Real-Time Quoting Engine.
Ai driven translation tool for human-refined translations.
Our translators now use smart AI tools to get a head start. They’ll polish the AI’s work before send.
That's how they can save their time on manual tools.
Improved customer &
translator flow
The new flow keeps customers moving without the typical roadblocks. No more waiting around for a quote—they get instant pricing and a clear delivery date right away. It’s a seamless experience from start to finish.
Customer flow
Translator flow
Customer feedback on auto-pricing
The introduction of automatic pricing for text translation caused some confusion. Customers were accustomed to requesting manual quotes after booking, and they understandably assumed “is asking price” would still be available despite the new auto generated price quote.
To address this issue, we implemented a clear approach. Now, after clicking "Create Booking," a modal window appears displaying the automatically generated price quote.
Grab the instant quote and get moving right away, or if your project needs a custom touch, just request a manual quote the usual way. Whatever works best for you!
The Impact
120% boost in overall translation efficiency.
37% increase in total bookings.
40% monthly savings for our customers.
36% reduction in admin workload for reviews translations.
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