Localisation strategy & implementation

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Client
Flywire
Date
January 5, 2019
Role
Project Manager & CX Designer

Business need

To meet the support needs of an ever increasing number of globally distributed payers.

Engagement & research

Read eBook "The essential guide to app localisation"

Interviewed stakeholders, both internal and external

Formulated localisation strategy and presented to leadership team

Actively built relationships with team members that were native speakers of languages intended for inclusion in our experiences

Mapped knowledge base ontology

Did analysis of articles resulting in recommendation to split of longer multi step content and removal of screen images to simplify translation processes and increase specificity of usage data

Validation processes

Mapped language support and associated localisation processes to understand the legacy and propose future states.

Utilised “The Essential Guide to App Localisation” as the basis for a localisation strategy for the business

Tools & artefacts

Powerpoint - develop deck to present localisation strategy

Balsamiq mockups - to create a content map, iterate information architecture diagrams and multi view-port wire-frames.

Signoff

The multi-language version of the support application went live within six months and grew to support 11 languages and is still in place to this day.

Lessons learnt

Putting a strategy in place is key to build stakeholder support and alignment

It is extremely useful to have relationships with individuals associated with each localisation