Reduced friction in interpreter assignment and booking updates
Designing an Accessible Booking System for Interpreter Coordination Across CRM & Mobile App
Improving clarity, communication, and coordination for hearing-impaired users through a more accessible and connected booking experience.
Impact
Improved accuracy in matching interpreters to customer needs
Improved accessibility through clearer communication and system feedback
Increased visibility across booking states and interpreter actions
Goal
To improve the accuracy, flexibility, and accessibility of interpreter booking by creating a more coordinated and transparent system across CRM and mobile platforms.
Sweeney Interpreting is a platform designed to facilitate interpreter bookings for hearing-impaired users across both digital and in-person interactions. While the platform supported core booking functionality, the system struggled to scale with the complexity of real-world scheduling and the need for clear, accessible communication.
I led the redesign of the interpreter allocation experience across both CRM and mobile, focusing on improving system visibility, reducing friction in booking management, and ensuring that communication between admins, interpreters, and customers remained clear and consistent at every stage.
Given the nature of the product, accessibility wasn’t a feature — it was a core requirement. This meant designing interactions and system feedback that were easy to understand, reliable, and reflective of real-time changes across all touchpoints.
The result was a more cohesive and scalable system that improved booking accuracy, strengthened cross-platform coordination, and established a foundation for future automation.
Why It Mattered
Interpreter booking is a high-stakes operational workflow where accuracy and timing are critical. The existing system lacked the flexibility and visibility needed to support real-world scheduling, resulting in frequent mismatches, manual workarounds, and reduced confidence from internal teams.
Admins struggled to assign interpreters efficiently, particularly when dealing with time zone differences, availability constraints, and last-minute changes. At the same time, interpreters and customers experienced inconsistent communication, with limited visibility into booking updates or status changes.
This was particularly critical given the platform supports hearing-impaired users, where clarity, timely updates, and reliable communication are essential to delivering an accessible and trustworthy experience.
This project focused on addressing these systemic gaps by introducing a more coordinated and transparent workflow — one that supports dynamic scheduling, improves communication across all touchpoints, and gives users greater control over the booking process.
