HAI
Service Design Case Study
Transforming localization with a unified, AI-powered self-serve platform - from a manual, email-driven translation service to an end-to-end digital ecosystem spanning quoting, delivery, payments, and enterprise scale.
01
Context
How it started
02
Ecosystem Discovery
Understanding the landscape
03
Service Blueprint
Designing a Unified HAI Experience
04
Current State Service Analysis
Understanding how services work
05
Future State Service Vision
Future scope and capabilities
06
Experience Design
Enabling service delivery through digital experiences
06. Experience Design
Audit & discovery
06. Experience Design
Design & Prototyping
06. Experience Design
Validate
07
Outcomes
Customer, operational, and business improvements
Outcome overview
Delivered RWS's first modern digital selfservice translation experience, addressing a longstanding competitive gap and establishing the foundation for a unified, cloud-based, & responsive Translation Services Platform ecosystem.
07. Outcomes
Customer Impact
07. Outcomes
Operational Impact
07. Outcomes
Business Impact
08
Reflections & Deliverables
Reflections from stakeholders and key project outputs
