AI Optimizes Translation for Speed + Accuracy — Benefiting Business by 400%

• Lead Product Designer — architected the end-to-end user journey.
• Listened to customer concerns and audited the platform.
• Ran prioritisation and definition sessions with designers and PMs.
• Designed core user flows and final UI.
• Validated design decisions through customer feedback.
• Delivered dev-ready assets and supported rollout iterations.

DigitalTolk's translation tool helps thousands of customers with quality, human-done translations. But customers suffered high cost and long waiting times — unacceptable in a world of advanced technology.

The business goal was to provide translations that reduce processing times from days to minutes and reduce the cost of DigitalTolk.

• Vanquish pricing fear for customers.
• Customers faced long delays waiting for manual price quotes.
• Save both customer and business cost.
• Build an AI-driven, cross-platform workbench for human-refined, customer-tailored translations.

Identify the pain point. DigitalTolk's medical and legal clients felt the pinch. High costs and long turnaround times (5–6 days!) caused major friction — some even walked away from contracts.

Digging into the experience. The culprit was a lack of upfront pricing. Customers requested a booking and waited up to 24 hours just to get a quote, then decided whether to proceed.

Talking to customers. Sessions revealed the quoting process was confusing. Customers hated the back-and-forth "bid and wait" system and felt booking was a chore because they re-entered the same info every time.

Ideation — four moves:

• AI + Human Review: AI for speed, a human pro for the final polish.
• Price Transparency: bring pricing front and center.
• Better Collaboration: streamline how customers and translators give feedback.
• A Smarter Flow: redesign the booking experience to be dynamic and intuitive.

Polish UI. I overhauled the booking form to prioritise what matters — once a customer uploads a document, the rest of the options appear dynamically to keep the interface clean.

Price quote on the front. To kill the "wait-and-see" game, we integrated a front-end real-time quoting engine.

AI-driven translation tool. Translators now use smart AI tools to get a head start, then polish the AI's work before sending — saving time on manual tools.

Improved customer & translator flow. Customers get instant pricing and a clear delivery date right away; no more waiting around for a quote.

Customer feedback on auto-pricing. Automatic pricing caused some confusion for users accustomed to requesting manual quotes. We added a modal after "Create Booking" showing the auto-generated quote — grab the instant quote, or request a manual one the usual way.

The impact: 120% boost in translation efficiency · 37% increase in bookings · 40% monthly savings for customers · 36% reduction in admin workload.