From local to Global
From local to Global
From local to Global
Expanding Tenlead’s Membership APP to the World
Expanding Tenlead’s Membership APP to the World
Expanding Tenlead’s Membership APP to the World
September 2024 - February 2025
September 2024 - February 2025
September 2024 - February 2025
Duration
Duration
Duration
6 months
6 months
6 months
Company
Company
Company
Tenlead Biotech
Tenlead Biotech
Tenlead Biotech
Role
Role
Role
Product Designer
Product Designer
Product Designer
Background
Background
Background
Tenlead Biotech decided to expand its Membership APP beyond Taiwan and introduce a Global Version tailored for foreign members, primarily targeting Malaysian users and members from other countries.
Tenlead Biotech decided to expand its Membership APP beyond Taiwan and introduce a Global Version tailored for foreign members, primarily targeting Malaysian users and members from other countries.
Tenlead Biotech decided to expand its Membership APP beyond Taiwan and introduce a Global Version tailored for foreign members, primarily targeting Malaysian users and members from other countries.
Responsibility
Responsibility
Responsibility
Client Interviews
Client Interviews
Client Interviews
Requirement Gathering & Analysis
Requirement Gathering & Analysis
Requirement Gathering & Analysis
Ideation
Ideation
Ideation
Information architecture
Information architecture
Information architecture
User flow
User flow
User flow
Low/High-fi design
Low/High-fi design
Low/High-fi design
The Need for Expansion – Why a Global Version?
The Need for Expansion – Why a Global Version?
The Need for Expansion – Why a Global Version?
As Tenlead Biotech expands into international markets, a global membership APP is essential to support its growing user base.
The target audience includes Malaysian members and users from other countries, requiring multilingual support and adaptations to regional regulations.
The existing design and features, originally tailored for Taiwan, may not fully meet the needs and expectations of international users, making localization and optimization crucial
As Tenlead Biotech expands into international markets, a global membership APP is essential to support its growing user base.
The target audience includes Malaysian members and users from other countries, requiring multilingual support and adaptations to regional regulations.
The existing design and features, originally tailored for Taiwan, may not fully meet the needs and expectations of international users, making localization and optimization crucial
As Tenlead Biotech expands into international markets, a global membership APP is essential to support its growing user base.
The target audience includes Malaysian members and users from other countries, requiring multilingual support and adaptations to regional regulations.
The existing design and features, originally tailored for Taiwan, may not fully meet the needs and expectations of international users, making localization and optimization crucial
Challenges
Challenges
Challenges
Multilingual Experience
Expanding internationally required a multilingual app, but translation alone wasn’t enough—layout and content needed adjustments to fit different languages and user habits.
Multilingual Experience
Expanding internationally required a multilingual app, but translation alone wasn’t enough—layout and content needed adjustments to fit different languages and user habits.
Multilingual Experience
Expanding internationally required a multilingual app, but translation alone wasn’t enough—layout and content needed adjustments to fit different languages and user habits.
Global Consistency vs. Local Adaptation
The app needed a unified design for all international users while incorporating localized features for Malaysian members, the primary audience.
Global Consistency vs. Local Adaptation
The app needed a unified design for all international users while incorporating localized features for Malaysian members, the primary audience.
Global Consistency vs. Local Adaptation
The app needed a unified design for all international users while incorporating localized features for Malaysian members, the primary audience.
Tight Deadline
With a six-month launch goal, we built on the Taiwan version, making global adjustments and localized refinements for different markets.
Tight Deadline
With a six-month launch goal, we built on the Taiwan version, making global adjustments and localized refinements for different markets.
Tight Deadline
With a six-month launch goal, we built on the Taiwan version, making global adjustments and localized refinements for different markets.
Strategy
Strategy
Strategy
Adapted the Taiwan version with key adjustments for global markets
Adapted the Taiwan version with key adjustments for global markets
Adapted the Taiwan version with key adjustments for global markets
Maintained a unified design while localizing for Malaysian users.
Maintained a unified design while localizing for Malaysian users.
Maintained a unified design while localizing for Malaysian users.
Added multilingual support for better readability and usability.
Added multilingual support for better readability and usability.
Added multilingual support for better readability and usability.
Leveraging Insights - From Taiwanese version
Leveraging Insights - From Taiwanese version
Leveraging Insights - From Taiwanese version
By analyzing 900+ survey responses and GA data, we identified key pain points from Taiwanese users and tested their relevance in the global market, refining them for broader application. This update wasn’t just about adding international features—it was also an opportunity to enhance the Taiwan version.
By analyzing 900+ survey responses and GA data, we identified key pain points from Taiwanese users and tested their relevance in the global market, refining them for broader application. This update wasn’t just about adding international features—it was also an opportunity to enhance the Taiwan version.
By analyzing 900+ survey responses and GA data, we identified key pain points from Taiwanese users and tested their relevance in the global market, refining them for broader application. This update wasn’t just about adding international features—it was also an opportunity to enhance the Taiwan version.
1
1
1
Friction in Sign-In Process
Friction in Sign-In Process
Friction in Sign-In Process
💡 Insight
💡 Insight
💡 Insight
Users abandoned sign-in due to complex identity verification.
Users abandoned sign-in due to complex identity verification.
Users abandoned sign-in due to complex identity verification.
✅ Solution
✅ Solution
✅ Solution
Streamlined Verification in Sign-Up
Streamlined Verification in Sign-Up
Streamlined Verification in Sign-Up
2
2
2
Address Errors Discovered Too Late
Address Errors Discovered Too Late
Address Errors Discovered Too Late
💡 Insight
💡 Insight
💡 Insight
Users unknowingly used outdated addresses and only noticed after checkout.
Users unknowingly used outdated addresses and only noticed after checkout.
Users unknowingly used outdated addresses and only noticed after checkout.
✅ Solution
✅ Solution
✅ Solution
Enabled multiple address storage to prevent mistakes.
Enabled multiple address storage to prevent mistakes.
Enabled multiple address storage to prevent mistakes.
3
3
3
No Order Tracking, No Transparency
No Order Tracking, No Transparency
No Order Tracking, No Transparency
💡 Insight
💡 Insight
💡 Insight
Users had no shipment visibility and only learned about missing items upon delivery.
Users had no shipment visibility and only learned about missing items upon delivery.
Users had no shipment visibility and only learned about missing items upon delivery.
✅ Solution
✅ Solution
✅ Solution
Added real-time tracking and clearer order status updates.
Added real-time tracking and clearer order status updates.
Added real-time tracking and clearer order status updates.
4
4
4
Hidden FAQs = More Support Calls
Hidden FAQs = More Support Calls
Hidden FAQs = More Support Calls
💡 Insight
💡 Insight
💡 Insight
Users frequently called support for minor issues, unaware of existing FAQs.
Users frequently called support for minor issues, unaware of existing FAQs.
Users frequently called support for minor issues, unaware of existing FAQs.
✅ Solution
✅ Solution
✅ Solution
Improved navigation, making FAQs easily accessible.
Improved navigation, making FAQs easily accessible.
Improved navigation, making FAQs easily accessible.
Finalize
Finalize
Finalize
The final result enhances usability while scaling for international markets. With UX refinements, feature expansion, and optimized localization, we created a seamless, adaptable platform. Here’s how we improved User Experience, Feature Expansion, and Localization.
The final result enhances usability while scaling for international markets. With UX refinements, feature expansion, and optimized localization, we created a seamless, adaptable platform. Here’s how we improved User Experience, Feature Expansion, and Localization.
The final result enhances usability while scaling for international markets. With UX refinements, feature expansion, and optimized localization, we created a seamless, adaptable platform. Here’s how we improved User Experience, Feature Expansion, and Localization.
User Experience Improvements
User Experience Improvements
User Experience Improvements
Feedback from Taiwanese users
Feedback from Taiwanese users
Feedback from Taiwanese users
01
01
01
Streamlined Verification in Sign-Up
Streamlined Verification in Sign-Up
Streamlined Verification in Sign-Up
Moved identity verification to the sign-up process, allowing members to complete it upfront. This prevents frustration from complex verification during sign-in. We also reduced unnecessary steps, making sign-in faster and smoother.
Moved identity verification to the sign-up process, allowing members to complete it upfront. This prevents frustration from complex verification during sign-in. We also reduced unnecessary steps, making sign-in faster and smoother.
Moved identity verification to the sign-up process, allowing members to complete it upfront. This prevents frustration from complex verification during sign-in. We also reduced unnecessary steps, making sign-in faster and smoother.
Before
Before
Before
After
After
After
02
02
02
Enabled multiple address storage to prevent mistakes
Enabled multiple address storage to prevent mistakes
Enabled multiple address storage to prevent mistakes
Enabled users to save multiple addresses, ensuring a more convenient checkout process and minimizing address-related mistakes.
Enabled users to save multiple addresses, ensuring a more convenient checkout process and minimizing address-related mistakes.
Enabled users to save multiple addresses, ensuring a more convenient checkout process and minimizing address-related mistakes.
Before
Before
After
After
03
03
03
Added real-time tracking and clearer order status updates
Added real-time tracking and clearer order status updates
Added real-time tracking and clearer order status updates
Introduced real-time tracking and clearer order status updates, reducing confusion and easing user anxiety about shipments.
Introduced real-time tracking and clearer order status updates, reducing confusion and easing user anxiety about shipments.
Introduced real-time tracking and clearer order status updates, reducing confusion and easing user anxiety about shipments.
Before
Before
After
After
04
04
04
Improved navigation, making FAQs easily accessible
Improved navigation, making FAQs easily accessible
Improved navigation, making FAQs easily accessible
Redesigned the information architecture to make FAQs easily accessible, reducing unnecessary support calls.
Redesigned the information architecture to make FAQs easily accessible, reducing unnecessary support calls.
Redesigned the information architecture to make FAQs easily accessible, reducing unnecessary support calls.
Before
Before
After
After
Feature Expansion
Feature Expansion
Feature Expansion
Adapting to international user needs
Adapting to international user needs
Adapting to international user needs
01
01
01
Integrated KYC during sign-up to ensure user authenticity and compliance.
Integrated KYC during sign-up to ensure user authenticity and compliance.
Integrated KYC during sign-up to ensure user authenticity and compliance.
KYC (Know Your Customer) is a verification process that prevents fraud by confirming users' identities through official documents. We implemented KYC during sign-up to ensure authenticity and prevent fake accounts from joining the membership.
KYC (Know Your Customer) is a verification process that prevents fraud by confirming users' identities through official documents. We implemented KYC during sign-up to ensure authenticity and prevent fake accounts from joining the membership.
KYC (Know Your Customer) is a verification process that prevents fraud by confirming users' identities through official documents. We implemented KYC during sign-up to ensure authenticity and prevent fake accounts from joining the membership.
02
02
E-Wallet Integration
E-Wallet Integration
E-Wallet Integration
The e-wallet allows members to store bonuses and make seamless in-app transactions. It also enables cross-border withdrawals, providing greater convenience and financial flexibility.
The e-wallet allows members to store bonuses and make seamless in-app transactions. It also enables cross-border withdrawals, providing greater convenience and financial flexibility.
The e-wallet allows members to store bonuses and make seamless in-app transactions. It also enables cross-border withdrawals, providing greater convenience and financial flexibility.
Localization & Globalization
Localization & Globalization
Localization & Globalization
Tailoring for different markets and languages
Tailoring for different markets and languages
Tailoring for different markets and languages
01
01
01
Multilingual Support
Multilingual Support
Multilingual Support
Supports English, Traditional Chinese, and Simplified Chinese.
Supports English, Traditional Chinese, and Simplified Chinese.
Supports English, Traditional Chinese, and Simplified Chinese.
English (United State)
English (United State)
English (United State)
Traditional Chinese
Traditional Chinese
Traditional Chinese
Simplified Chinese
Simplified Chinese
Simplified Chinese
02
02
02
UI Adjustments for Language Variations
UI Adjustments for Language Variations
UI Adjustments for Language Variations
Chinese follows a horizontal layout, while English uses a vertical layout.
Chinese follows a horizontal layout, while English uses a vertical layout.
Chinese follows a horizontal layout, while English uses a vertical layout.
Horizontal layout
Horizontal layout
Vertical layout
Vertical layout
03
03
03
Targeted Localization
Targeted Localization
Targeted Localization
The currency is displayed in RM, and the date format follows DD/MM/YYYY. Additionally, we incorporated localized features such as local logistics and festival discounts to better cater to regional needs.
The currency is displayed in RM, and the date format follows DD/MM/YYYY. Additionally, we incorporated localized features such as local logistics and festival discounts to better cater to regional needs.
The currency is displayed in RM, and the date format follows DD/MM/YYYY. Additionally, we incorporated localized features such as local logistics and festival discounts to better cater to regional needs.
Currency: RM
Currency: RM
Date format: DD/MM/YYYY
Date format: DD/MM/YYYY
Design Principles
Design Principles
Design Principles
Consistent
Consistent
Consistent
A unified design reduces confusion and cognitive load, creating a seamless and intuitive experience.
A unified design reduces confusion and cognitive load, creating a seamless and intuitive experience.
A unified design reduces confusion and cognitive load, creating a seamless and intuitive experience.
Universal
Universal
Universal
A globally accessible design ensures smooth navigation and interaction for users across different regions.
A globally accessible design ensures smooth navigation and interaction for users across different regions.
A globally accessible design ensures smooth navigation and interaction for users across different regions.
Scalable
Scalable
Scalable
Built for growth, the platform adapts effortlessly to new markets, languages, and features while maintaining a consistent user experience.
Built for growth, the platform adapts effortlessly to new markets, languages, and features while maintaining a consistent user experience.
Built for growth, the platform adapts effortlessly to new markets, languages, and features while maintaining a consistent user experience.
Next Steps
Next Steps
Next Steps
Monitor post-launch data to evaluate app performance, including reach, conversion rates, and more.
Monitor post-launch data to evaluate app performance, including reach, conversion rates, and more.
Monitor post-launch data to evaluate app performance, including reach, conversion rates, and more.
Conduct user research through surveys, interviews, usability testing, etc.
Conduct user research through surveys, interviews, usability testing, etc.
Conduct user research through surveys, interviews, usability testing, etc.
Collect international user feedback to drive continuous improvements.
Collect international user feedback to drive continuous improvements.
Collect international user feedback to drive continuous improvements.
💡 What I Learned from This Project
💡 What I Learned from This Project
💡 What I Learned from This Project
Designing for a Global Audience
Designing for a Global Audience
Designing for a Global Audience
Global design goes beyond translation—it requires adapting to cultural differences, user behaviors, and text variations. This project deepened my understanding of international design decisions and localization challenges.
Global design goes beyond translation—it requires adapting to cultural differences, user behaviors, and text variations. This project deepened my understanding of international design decisions and localization challenges.
Global design goes beyond translation—it requires adapting to cultural differences, user behaviors, and text variations. This project deepened my understanding of international design decisions and localization challenges.
Balancing Consistency & Localization
Balancing Consistency & Localization
Balancing Consistency & Localization
Maintaining a seamless experience while adapting to key markets requires thoughtful adjustments. I learned how to strike this balance through research, iteration, and a user-first approach.
Maintaining a seamless experience while adapting to key markets requires thoughtful adjustments. I learned how to strike this balance through research, iteration, and a user-first approach.
Maintaining a seamless experience while adapting to key markets requires thoughtful adjustments. I learned how to strike this balance through research, iteration, and a user-first approach.
Lessons Learned
Lessons Learned
Lessons Learned
As the product designer, I led the app’s positioning, defined the design strategy, and planned the UI/UX direction. I worked closely with clients to align design decisions with business goals, ensuring a seamless user experience that meets international needs. Through this process, I navigated cultural differences, refined communication strategies, and created a globally adaptable product.
As the product designer, I led the app’s positioning, defined the design strategy, and planned the UI/UX direction. I worked closely with clients to align design decisions with business goals, ensuring a seamless user experience that meets international needs. Through this process, I navigated cultural differences, refined communication strategies, and created a globally adaptable product.
As the product designer, I led the app’s positioning, defined the design strategy, and planned the UI/UX direction. I worked closely with clients to align design decisions with business goals, ensuring a seamless user experience that meets international needs. Through this process, I navigated cultural differences, refined communication strategies, and created a globally adaptable product.