Mockup of final Multilingual Templates feature

Assessment Automation Multilingual Templates

Overview

It's complicated ..
OneTrust is a B2B SaaS company that created the leading Trust Intelligence Platform which connects privacy, Governance, Risk and Compliance (GRC), ethics, and Environmental, Social, and Governance (ESG). I am the designer for the Assessment Automation (AA) module (among several others), which helps companies streamline the creation, distribution, and analysis of privacy impact assessments. It is also one of the core modules within OneTrust, used by most of our 7500+ business clients worldwide.

Multilingual Templates is a feature within AA that allows users to create assessment templates in different languages, which are then used to launch assessments to send to security officers, security councils, etc.

(I know this is all pretty contextual "mumbo jumbo" for now, but I promise it'll make sense in a bit!)
ROLE: UX Designer
TEAM: Product Owner, front-end developers, back-end developers, quality engineers, and UX Designer (me!)
TOOLS USED: Sketch
WHEN: February - March 2022

Background

How did we become aware of this issue?
The Multilingual Templates project came from our Aha! Ideas portal where it was the #2 top voted idea for the entire product from our clients and stakeholders worldwide and #1 within the AA module.
Request for a feature to translate and allow multiple languages for templates with 357 votes on it
A client wants to figure the assessment questionnaire where the respondents can switch the language on their preference
More clients are requesting this feature to aid in their use cases (specifically Italian and Portuguese)

Clients chanting, "We want translations! We want translations!"

The Users

Who does what?
AA has three main user roles (they may vary depending on the organization):
The "user" for the bulk of this project refers to the Launchers.

The Context

Uhh .. so how does the platform work today?
In AA, assessments must be launched using a template. The user must first create a template, then launch and send assessments using that template. Below is a generic flow illustrating the process from creating a template all the way through sending out an assessment to the respondents.
User flow diagram for adding translations

User flow diagram for how templates connect to assessments within AA

The Problem

What's wrong?
OneTrust is used by thousands of companies worldwide, so our users use many different languages in their workflows. The GDPR, for example, is an EU regulation, so every European country (with over 24 official languages) must abide by it. Currently, users only have the ability to create a custom template in one language. If the user wants to create a translated version, then they would have to create a separate template in the different language. This can be time consuming and inefficient having to track multiple templates in different languages for the same assessment. Questions are created manually, so translations must be made manually, as well.
User flow diagram for adding translations

Because questions are created manually, they must also be translated manually.

Requirements

Success Criteria

How do we measure success?
Based on the insights from Aha! and additional discovery sessions with users and the PM, we concluded with two main goals we needed to accomplish:

Acceptance Criteria

What do we actually need to consider and make?
After several feature planning meetings with product management and the development team, we fleshed out the technical elements needed to meet the success criteria and address any potential technical hurdles. These are tangible requirements based on the success criteria.

UX Criteria

What do we actually need to consider and make?
From a UX perspective, it's important to ensure each of our criteria aligned to usability heuristics. As a UX Designer, I had my own two goals, which I also aligned to usability heuristics:
Below is a brief (and non-exhaustive) list of some of the criteria:
Success Criteria
1. Provide users the ability to build and manage multiple language versions of an assessment within a single template
Acceptance Criteria
Allow users to set a default language in order to map the template keys to a language
Usability Heuristics
Error Recovery
Allow users to download and upload translation Excel templates (this is common industry standard)
Flexibility and Efficiency of Use, Consistency and Standards
Allow users to update uploaded translations
User Control and Freedom, Error Prevention
2. Provide respondents the ability to view and respond to an assessment in any language configured within the template
Allow respondents to set the assessment language
User Control and Freedom,

Designing

User Flows

So how do I drive this thing?
I created a flow diagram to organize my thoughts and better understand the actions the user needs to take and in what order. (Surely the user needs to download the template first before uploading it.) I am also able to determine what new elements need to be added and what old elements may need to be updated or enhanced to seamlessly fit this new feature. For instance, I need to ensure that our pre-existing "Create Template" flow includes our new "Template Language" field so that new templates moving forward can streamline the process of adding translations.
User flow diagram for adding translations

User flow diagram for adding translations. "Oh, so this is how you drive this thing"

Drafts and Iterations

Let's try this out
The bulk of this project revolved around the first goal of our success criteria: "Provide users the ability to build and manage multiple language versions of an assessment within a single template." How does the user download the translation templates and upload them back onto the platform?

Throughout each iteration, there were two main focal points:
Request for a feature to translate and allow multiple languages for templates with 357 votes on it

First iterations of our "Add Translations" modal. Almost there but not quite.

Results

Request for a feature to translate and allow multiple languages for templates with 357 votes on it

A LOT to consider for a medium-sized feature 😅

Final Design

What'd we end up on?
Lots of feedback sessions and technical discussions later, I landed on this final design, which successfully completes the first success criteria (including the associated acceptance criteria) and refined the two main focal points:
  • Description: Using clear headers and splitting the descriptions into two steps more clearly informs the user exactly what they need to do and in what order. (Thanks to the UX Writers for bearing with me here!) This also shortened the description per step, thereby reducing cognitive load. This met UX Goal #2: Clarity.
  • Language Selection: Letting the user select the language after uploading each file provided the most flexibility. The user can send out the generic template to each translators and easily map them to their respective languages at upload. Both steps happen within this one modal. This met UX Goal #1: Streamlined Process.
Request for a feature to translate and allow multiple languages for templates with 357 votes on it
Request for a feature to translate and allow multiple languages for templates with 357 votes on it

Left: Draft modal, Right: Final modal. Sleek, ain't it?


Completing our second success criteria (Allow respondents to view and respond to an assessment in any language configured within the template) was a lot less exciting and just a matter of adding a "Language" selector (3) on the assessment sidebar -- abiding by pre-existing patterns in our platform.

Request for a feature to translate and allow multiple languages for templates with 357 votes on it

The respondents only see a new "Language" selector. They don't know about all the work I put into this!

Challenges and Compromises

It wasn't easy getting here ...
As an MVP, of course this project was shaped by several challenges, constraints, and compromises:
Request for a feature to translate and allow multiple languages for templates with 357 votes on it
Request for a feature to translate and allow multiple languages for templates with 357 votes on it

Scrapped "Missing Translations" designs due to technical limitations

Next Steps

This isn't the end of me!
While we did some great work for this MVP and we will continue to monitor customer feedback for this feature, we have also had some great ideas for enhancing this feature in the future. While we did as much as we could with technical and time constraints, one of our goals as a company is to streamline all our processes. In a future state, we would love to have a way for users to input translations within our platform, as well. This way users don't have to rely on another software and take extra steps to compile all the files together to be uploaded. Instead, each translator can log into the system and input the translations directly to the platform, which can also reduce any issues when uploading. We also hope to add in some of the de-scoped criteria mentioned above to improve error handling for the users.
Request for a feature to translate and allow multiple languages for templates with 357 votes on it

Keeping it in the family.

Reflection

What'd I learn?
In each project I've worked on at OneTrust, I've noticed these common themes which have helped me grow more as a designer: