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