Optimising User Experience on App and Website

🪽 Flitto Inc.
💼 Digital Platform Manager, Linguist
📍 Seoul, South Korea
🗓️ January 2021 - August 2021

Overview

At Flitto Inc., users earn points for their contributions to the platform, such as completing or verifying translations. I led a cross-collaboration project to streamline the system that processes these rewards, ensuring users received their points promptly after completing tasks. The existing manual process caused delays in reward distribution, impacting user satisfaction and platform engagement.

A brief introduction to Flitto and their services by CEO Simon.

My Role

As the project lead, I:

Analyzed inefficiencies in the reward processing workflow, identifying delays caused by manual steps.
Collaborated with developers to design and implement automated solutions that significantly reduced processing times.
Facilitated communication between developers and linguists to align goals and ensure a seamless rollout of the new system.

Key Focus

My primary objective was to enhance the user experience by minimizing delays in reward distribution, which was critical to maintaining engagement and satisfaction on the platform. I focused on implementing automation while ensuring the system could handle increased user volumes as the platform scaled.

KPIs & Tools

Workflow Analysis Tools: Jira and Vitamin
Automation Platforms: Custom scripts and software solutions developed by the developers based on the feedback linguists(me and my team) provided.

Results

Reduced reward processing times by 700% (7x faster), enabling users to receive their points within minutes instead of hours or days.
Improved user satisfaction and engagement by ensuring timely rewards for completed tasks.
Saved over 50 staff hours per week by automating previously manual steps, allowing the team to focus on higher-value activities.