Case Studies
Interpreter Support
Project Overview
The Business Concierge Interpreter project aimed to solve a significant accessibility issue: there was no official way for customers with low English proficiency to request an interpreter on the Business Concierge form. Instead, they had to rely on frustrating workarounds that complicated their experience. I addressed this by introducing a simple Interpreter Request Field, streamlining the process and ensuring CALD (Culturally and Linguistically Diverse) customers could access support more easily and efficiently.
What is Business Concierge?
The Business Concierge service by Service NSW provides personalised support through phone or in-person consultations. It helps small businesses navigate government requirements such as licenses, permits, and grants, offering tailored advice to make the process simpler and more accessible.
Client
Business Concierge
Tools
Figma, Miro, JIRA
Role
Product Designer
Year
2024
The Process
Research & Discovery
I started with research and discussions to understand the pain points, particularly the lack of an official method to request an interpreter on the BC form.
Design & Prototyping
I collaborated with front-line staff through workshops to gather insights and brainstorm potential solutions.
Feedback & Testing
Stakeholder input and user testing helped refine the design, ensuring it was practical, accessible, and met user needs.
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Wireframe 1: Minimum change with a checkbox and a drop down for language. Keeping the form the same but including the needed changes to make it inclusive.
Wireframe 2: Two step form, however this was scrapped as there was an existing platform planned to be implemented at a later date. So the former was better suited.
Wireframe 1: Minimum change with a checkbox and a drop down for language. Keeping the form the same but including the needed changes to make it inclusive.
What we found
Inefficiency
Business Concierges were often referred CALD customers by external organisations instead of the form.
System Limitations
Existing BC processes lacked a streamlined way to request interpreters without overhauling the system’s functionality.
Trust Matters
Trust Matters Small, accessible changes can improve trust, confidence, and user satisfaction.
Project Results
The project began with research and workshops to uncover pain points, notably the absence of a formal way to request an interpreter on the Business Connect form. Collaborating with front-line staff, two design concepts were explored. A simpler option—with an added interpreter request field—was chosen to avoid disrupting existing functionality.
Stakeholder input and user testing refined the final design, making it accessible and practical.
Since launch, over 50 customers have successfully used the new feature, allowing tracking of interpreter demand.
While stakeholder management was challenging and team ownership limited, the solution delivered real value. The project emphasised the importance of inclusive design and laid the foundation for future improvements to support CALD users more effectively.
Jason Biles
Contact
Sitemap
+61 448 404 826
© Jason Biles
Jason Biles
Contact
Sitemap
+61 448 404 826