Introduction
eToro is the world's leading social trading network, with millions of registered users and many innovative trading and investment tools. The company sends hundreds of emails a day, translated into 8 different languages. The translations are managed by a third party company that isn’t an expert in fintech or eToro, and as a result there are often errors in the translations. The translation files are therefore reviewed and edited by native-speaking eToro sales employees. They send the corrected files to the mailing automation team. This process is very disorganized, takes a long time and is difficult to keep track of. The process of translating, proofreading and approving the emails should be easy and efficient, and done all in one place.
My role: UX, UI, research. | Tools used: Sketch, Illustrator, Photoshop. | This project was done as part of my work at eToro.
My role: UX, UI, research. | Tools used: Sketch, Illustrator, Photoshop. | This project was done as part of my work at eToro.
The challenge
- Creating a system that enables you to translate, proofread and approve all the emails.
- Enabling collaboration between the eToro sales team (the native speakers) who are proofreading the emails, and the mailing automation team who are sending the emails.
- Making the process as efficient, fast and easy as possible.
User research
I interviewed members from the mailing automation team and the sales team to understand their pains and needs better, and to understand what they expected from this system.
The mailing automation team members needed to be able to:
The sales team members needed to be able to:
The mailing automation team members needed to be able to:
- Upload a new translation file to an existing email template.
- Upload a new email template.
- Download the translation files.
- Move templates to archive or delete them.
- Add more languages in the future.
The sales team members needed to be able to:
- View the original email template and the translation file simultaneously.
- Easily edit the text and links in the translation files.
- Save the file after they approved it.
- Inform the mailing automation team that the translation file has been approved and is ready to be sent.
- Do all of this with no effort and as little time as possible.
The system should be flexible, since we are going to support additional languages in the near future. |
In order to compare the original template and the translation file, we need to view them simultaneously. |
Pain points
- The process is disorganized and takes a long time.
- There are many files, languages and people involved - it’s hard to keep track of everything.
- Proofreading and fixing the translations isn’t the sales team's responsibility. They are willing to help, but don’t want to waste precious time.
Gain points
- Translate, proofread and approve the emails, all in one place.
- Improve collaboration between the sales team and the mailing automation team.
- Make the process efficient, fast and easy.
User flow
1. Admin - uploads file
2. Proofreader - approves translation
3. Admin - downloads file
Personas
There are two different personas:
- Mailing automation team members (admin)
- Sales team members (proofreader)
Wireframes
1. Admin - uploads file
2. Proofreader - approves translation
3. Admin - downloads file
Design
Scenario 1 (admin)
Sharon wants to upload a new translation file to the system.
Upload the translation file
Sharon goes to the "Upload" tab and selects the email template. She then uploads the Italian translation file to the system. When she is done, she clicks the "Upload' button. A pop-up notifies her that the file has been uploaded successfully. When she clicks the "Notify now" button, the Italian proofreader is notified that the file is waiting for his approval.
Sharon goes to the "Upload" tab and selects the email template. She then uploads the Italian translation file to the system. When she is done, she clicks the "Upload' button. A pop-up notifies her that the file has been uploaded successfully. When she clicks the "Notify now" button, the Italian proofreader is notified that the file is waiting for his approval.
Scenario 2 (proofreader)
Jonathan was notified that Sharon has uploaded the Italian translation file for him to approve. He wants to review the file, edit and approve it.
Proofreader tasks dashboard
Jonathan checks his notifications to see what's new. He notices that the "260_Triggered-Welcome-Email" is due by tomorrow. He clicks the button to view the file.
Jonathan checks his notifications to see what's new. He notices that the "260_Triggered-Welcome-Email" is due by tomorrow. He clicks the button to view the file.
Show original template
Jonathan clicks the "Show original template" button so he can compare the Italian translation file to the original one. He can move the original template pop-up anywhere he likes in the screen or to another screen, so he can easily compare the two.
Jonathan clicks the "Show original template" button so he can compare the Italian translation file to the original one. He can move the original template pop-up anywhere he likes in the screen or to another screen, so he can easily compare the two.
Editing the text
After clicking the text-box, the text editing options appear. Jonathan inserts a link to the text.
After clicking the text-box, the text editing options appear. Jonathan inserts a link to the text.
Save or approve
Jonathan can save his changes at any time by clicking the "Save" button. Only after adding the description and subject line text, the "Translation approved" button becomes active allowing him to approve the file. After clicking the button, a pop-up will appear and thank him for his work. Simultaneously, Sharon (the admin) will be notified that the file has been approved.
Jonathan can save his changes at any time by clicking the "Save" button. Only after adding the description and subject line text, the "Translation approved" button becomes active allowing him to approve the file. After clicking the button, a pop-up will appear and thank him for his work. Simultaneously, Sharon (the admin) will be notified that the file has been approved.
Scenario 3 (admin)
Sharon wants to download the approved translation file.
Admin tasks dashboard
Sharon receives a notification that the Italian translation file was approved by Jonathan. Sharon goes to the "Tasks" tab and downloads the file.
Sharon receives a notification that the Italian translation file was approved by Jonathan. Sharon goes to the "Tasks" tab and downloads the file.
Search or sort by
Sharon can search for a specific template or use the "sort by" option. She can also download, move to archive, delete or view the file information.
Sharon can search for a specific template or use the "sort by" option. She can also download, move to archive, delete or view the file information.
Download, archive or delete multiple files
Once Sharon selects one of the checkboxes, the actions on the top right become active. She can download, move to archive or delete multiple files with one click.
Once Sharon selects one of the checkboxes, the actions on the top right become active. She can download, move to archive or delete multiple files with one click.
Final thoughts
In this project I have dealt with two major issues. The first was how to deal with two different personas that have different needs and ideas regarding the project. They both imagined how the system should look and behave according to their needs. It was especially difficult because this project was requested by one of these personas. After interviewing several people from both sides, I needed to understand what was actually necessary and to figure out how to create a system that would work best for everyone.
The second issue was how to create a simple system that will be easy to use. There are a couple of steps in the process - each one depends on the previous step, which is conducted by a different persona. There are many files, languages and users, and it is really easy to get lost in all the chaos. The dashboard solution allows me to present the relevant data, so the user can focus on what's important. The user can also change the "sort by" option or search a specific email template.
The second issue was how to create a simple system that will be easy to use. There are a couple of steps in the process - each one depends on the previous step, which is conducted by a different persona. There are many files, languages and users, and it is really easy to get lost in all the chaos. The dashboard solution allows me to present the relevant data, so the user can focus on what's important. The user can also change the "sort by" option or search a specific email template.