BIG 5 CANADIAN BANK
2024
Language Translation Tool Powered by Enterprise AI Model
The Scenario
Upcoming language legislation imposed more stringent requirements in Canadian companies for working documents to be translated into English and French
This bank was spending millions of dollars each year on third-party vendors with translators doing manual translation
With a new enterprise-wide mandate to leverage AI more in day-to-day activities to cut costs and increase efficiency, there was an opportunity to build an in-house tool to improve translation processes
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Experience Strategy
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AI Service Design
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User Research
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Executive Storytelling
What We Did
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Service Blueprinting
Not only mapping what the user experiences during the translation process, but understanding the service/technology that underpins it
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Collaborative Concept Design
Building user experience based on technical feasibility and limitations of the AI model
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Executive Socialization
Communicate POC to steering committee and secure additional funding from C-suite executives to continue development
What We Achieved
Additional Funding Secured
Be clear, be confident and don’t overthink it. The beauty of your story is that it’s going to continue to evolve and your site can evolve with it. Your goal should be to make it feel right for right now. Later will take care of itself. It always does.
Proof of Concept Prototype in 6 Weeks
Because the tech POC was still being developed, it was important for discovery/experience strategy to work closely in tandem with tech and data to ensure the MVP design was optimized for tech constraints and enterprise tech ecosystem
AI Product Experience
Build an AI experience requires understanding of where in the service experience it makes sense for AI to execute the task and where the human executes the task