Introducing Sweeney, an innovative application revolutionising communication for hearing-impaired individuals by facilitating seamless interpreter bookings for both online and in-person interactions accommodating for communication across various scenarios. This comprehensive solution encompasses a user-centric application for customers and interpreters, designed to harmonize booking processes according to customers' specific needs.
In tandem with the user application, Sweeney utilises CRM system that empowers management to orchestrate and oversee these interpreter-assisted meetings. The CRM system allows efficient allocation of interpreters to align with customers' preferences, schedules, and communication requirements.
Introducing Sweeney, an innovative application revolutionising communication for hearing-impaired individuals by facilitating seamless interpreter bookings for both online and in-person interactions accommodating for communication across various scenarios. This comprehensive solution encompasses a user-centric application for customers and interpreters, designed to harmonize booking processes according to customers' specific needs.
In tandem with the user application, Sweeney utilises CRM system that empowers management to orchestrate and oversee these interpreter-assisted meetings. The CRM system allows efficient allocation of interpreters to align with customers' preferences, schedules, and communication requirements.
My Role
My Role
Product designer
Product designer
Contribution
Contribution
Phase 2, UI / UX Design
Phase 2, UI / UX Design
Product Duration
Apr 2022 - Jul 2022
Company
Appboxer
Product Duration
Oct 2022 - Feb 2023
Company
Appboxer
Product Duration
Oct 2022 - Feb 2023
Company
Appboxer
The Problem
The Problem
1.
1.
Admins struggled with accurately assigning preferred interpreters for bookings, leading to potential mismatches between interpreters and customer needs.
Admins struggled with accurately assigning preferred interpreters for bookings, leading to potential mismatches between interpreters and customer needs.
2.
2.
Conflicting time zones between interpreters and allocated times caused scheduling issues, highlighting the need for a solution to reconcile these differences.
Conflicting time zones between interpreters and allocated times caused scheduling issues, highlighting the need for a solution to reconcile these differences.
3.
3.
Limited customization options for bookings hindered the ability to tailor interpreter services to specific requirements, impacting the flexibility of the platform.
Limited customization options for bookings hindered the ability to tailor interpreter services to specific requirements, impacting the flexibility of the platform.
The Goal
The Goal
1.
1.
How might we streamline the interpreter assignment process to ensure preferred interpreters are matched accurately to customer bookings?
How might we streamline the interpreter assignment process to ensure preferred interpreters are matched accurately to customer bookings?
2.
2.
How might we implement a feature that displays interpreters' availability based on their respective time zones, simplifying the scheduling process?
How might we implement a feature that displays interpreters' availability based on their respective time zones, simplifying the scheduling process?
3.
3.
How might we offer a flexible booking framework that accommodates various scenarios, providing users with greater control over the services they receive?
How might we offer a flexible booking framework that accommodates various scenarios, providing users with greater control over the services they receive?
Ideation of potential solutions
Ideation of potential solutions
Completed by myself
Completed by myself
A pivotal challenge that demanded resolution centered around optimizing the interpreter allocation process within the CRM. With a focus on enhancing customization and flexibility, I presented a range of solutions to address this issue. Proposing three distinct potential flows, each designed to cater to varying needs, I sought to provide the client with diverse options for streamlining their interpreter allocation procedures. Mindful of the existing system's operational framework, paramount importance was given to offering users intuitive tools to easily identify interpreters' available time slots and the status of requested interpreters. This approach aimed to elevate the efficiency of interpreter management while ensuring that the user experience remained seamless and transparent.
A pivotal challenge that demanded resolution centered around optimizing the interpreter allocation process within the CRM. With a focus on enhancing customization and flexibility, I presented a range of solutions to address this issue. Proposing three distinct potential flows, each designed to cater to varying needs, I sought to provide the client with diverse options for streamlining their interpreter allocation procedures. Mindful of the existing system's operational framework, paramount importance was given to offering users intuitive tools to easily identify interpreters' available time slots and the status of requested interpreters. This approach aimed to elevate the efficiency of interpreter management while ensuring that the user experience remained seamless and transparent.
Proposed flow that will work with current logic & mobile application
Proposed flow that will work with current logic & mobile application
Completed by myself
Completed by myself
Seamless synchronization between the CRM system and the mobile application was crucial. Efforts were made to align communication between both platforms, with additional states introduced to enhance user experience on both ends. This empowers customers with greater control over their bookings, facilitating efficient management and modifications to interpreter assignments. This coordinated approach ensures that customers are promptly informed about any updates or changes to their interpreter allocations, enhancing engagement and interaction between the CRM and mobile app.
Curtal design updates: difference between pervious and proposed
Curtal design updates: difference between pervious and proposed
Completed by myself
Completed by myself
A distinct evolution in design is characterized by the introduction of more intuitive CTA elements for updating and adding interpreters to bookings. This enhancement ensures that users can easily navigate the platform to make necessary modifications. Additionally, the inclusion of local time zones for both interpreters and customers serves as a crucial feature. This improvement aids in facilitating seamless scheduling, allowing customers and interpreters to coordinate effortlessly across different time zones.
Admins were also empowered with heightened control, enabling them to manage slot times for interpreters. This capability prevents scheduling conflicts and overlaps among multiple interpreters for a single booking, guaranteeing a smooth and conflict-free experience.
A distinct evolution in design is characterized by the introduction of more intuitive CTA elements for updating and adding interpreters to bookings. This enhancement ensures that users can easily navigate the platform to make necessary modifications. Additionally, the inclusion of local time zones for both interpreters and customers serves as a crucial feature. This improvement aids in facilitating seamless scheduling, allowing customers and interpreters to coordinate effortlessly across different time zones.
Admins were also empowered with heightened control, enabling them to manage slot times for interpreters. This capability prevents scheduling conflicts and overlaps among multiple interpreters for a single booking, guaranteeing a smooth and conflict-free experience.
Enhanced Tracking: Activity Log Integration in Interpreter Booking Management
Enhanced Tracking: Activity Log Integration in Interpreter Booking Management
Completed by myself
Completed by myself
To enhance efficient tracking of booking updates, an activity log was seamlessly integrated. This feature provides administrators with comprehensive visibility into interpreter-related actions, including interpreter declines and any modifications initiated by the customer.
The log serves as a centralized hub for monitoring these changes, enabling administrators to take prompt action to ensure alignment with interpreter availability. This proactive approach streamlines the management process, ensuring that bookings seamlessly align with interpreter schedules and customer requirements.
