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KabayanXpress

Designing Trust for Overseas
Filipino Workers (OFWs)

Designing Trust for Overseas Filipino Workers (OFWs)

Lexcode Inc.

Design - Launch: 2 months

Product Designer

5 min read

CONTEXT

What is KabayanXpress

KabayanXpress is a digital solution for certified document translation, primarily serving Overseas Filipino Workers (OFWs). Users simply upload the document they want to translate, and within two hours, they will receive their certified translated document.

KabayanXpress is a digital solution for certified document translation, primarily serving Overseas Filipino Workers (OFWs). Users simply upload the document they want to translate, and within two hours, they will receive their certified translated document.

THE PIVOT

Taking on the challenge

After designing the project manager dashboard where translation requests are received, I took on the challenge of improving the client-side experience.

Building on an existing design, I identified key pain points and redesigned the client dashboard to provide better document visibility, clearer progress tracking, and enhanced engagement features.

USERS

Overseas Filipino Workers (OFWs)

Filipinos working abroad who need their Philippine documents officially translated for use in a foreign country

Clients in the Philippines needing foreign document translation

Not all users are OFWs. Some are Filipinos locally who need documents translated for immigration, study abroad, or business purposes.

REDESIGNING GOALS

1

Proactive Transparency & Emotional Reassurance

Replace user uncertainty with a sense of control by providing clear progress indicators and real-time status updates.

2

Scalable Portal Architecture

Implement structured tabs and evolve the dashboard from a basic file viewer into a scalable client portal capable of supporting increasing translation volume.

3

Community-Driven Growth

Integrate accessible referral system within the client dashboard to encourage user-driven growth. As we serve thousands of OFWs, this integrated system will empower our happy clients to refer others, helping KabayanXpress reach even more Filipinos.

PROBLEMS

User painpoints

Through close collaboration with translation project managers, I was able to review real user messages, spanning emails, texts, calls, and more, and it was through these conversations that the true pain points surfaced. It became clear the dashboard worked, just not well enough. It lacked clarity, emotional reassurance, and room to scale.

Missing Action Pathways

Once a user submitted a translation request, the dashboard did not provide a visible “Request Another Translation” button.

Once a user submitted a translation request, the dashboard did not provide a visible “Request Another Translation” button.

This creates friction in repeat usage and discourages continued engagement. A growing service should encourage seamless repeat transactions.

Old product

No Notifications System

Some clients have requested pickup or delivery of their documents. However, the old design does not provide notifications when their documents are ready for pickup or on the way for delivery.

Some clients have requested pickup or delivery of their documents. However, the old design does not provide notifications when their documents are ready for pickup or on the way for delivery.

The absence of notification tracking reduces transparency and increases the likelihood of support inquiries.

Old product

Limited Status Communication

The previous system displayed a static message:

“Payment Received — File Still in Progress. Your translated file will be ready in approximately 2 hours.”

  • There was no progress breakdown.

  • No visual stage indicator.

  • No countdown timer.

  • No real-time reassurance.

Old product

Small Document Viewer &
Poor Preview Experience

The document preview area was limited in size, requiring users to click again to view the full document.

Users naturally want to:

Users naturally want to:

  • Inspect formatting

  • Verify names and details

  • Confirm translation accuracy

  • Inspect formatting

  • Verify names and details

  • Confirm translation accuracy

Old product

Missing Supporting Documents

The Letter of Certified Translation is not the only document that project managers provide. After the translation process, they must also submit the following:

Service Invoice
Notarization (If requested)

However, the old design does not include a section for these documents.

However, the old design does not include a section for these documents.

Old product

Presenting, improved design wireframes!

No digging through your requests

The home screen was designed to give users an immediate, scannable overview of every translation request, with request dates, status badges, and document names, visible at a glance. No digging, no confusion.

The home screen was designed to give users an immediate, scannable overview of every translation request, with request dates, status badges, and document names, visible at a glance. No digging, no confusion.

Peace of mind was built into the experience

A live progress and countdown, real-time copy updates. No follow-up calls, no guessing, no anxiety.

A live progress and countdown, real-time copy updates. No follow-up calls, no guessing, no anxiety.

Presented project manager that adds human accountability, users know exactly who is handling their documents.

Presented project manager that adds human accountability, users know exactly who is handling their documents.

Presented project manager that adds human accountability, users know exactly who is handling their documents.

Better view and complete documents!

The completed view brings everything full circle, the original file, the certified translation side by side with larger view of documents.

The completed view brings everything full circle, the original file, the certified translation side by side with larger view of documents.

All supporting documents are now provided.

Your payments, all in one place

The payment history gives users a complete breakdown of every transaction: translation fees, renewals, refunds, delivery charges, referral discounts, and etc.

Notification system

Anticipating all possible scenarios to reduce confusion, increase transparency, and drive meaningful user actions.

Anticipating all possible scenarios to reduce confusion, increase transparency, and drive meaningful user actions.

Now, I wanted to create something that reflects how OFWs actually support each other.

Anyone who’s worked abroad knows this truth: OFWs help each other. They share tips, recommend services, and look out for one another.

Introducing, refer & earn!

User earns ₱100, every successful referral using their code and their friend gets a ₱100 discount on their translation request!

User earns ₱100, every successful referral using their code and their friend gets a ₱100 discount on their translation request!

Easy withdraw your earnings!

Withdraw their earnings directly to GCash, Maya, or their bank account. Growth that rewards everyone.

Results

The translation project managers reported these results to me following two months of deploying the new design solution.

Reduced client follow-up questions by 90%

30% increase in weekly translation requests

Project takeaways

Through closely collaborating with our Project Managers I learned that some client messages and emails aren't just complaints, they are a roadmap for design improvements

Through closely collaborating with our Project Managers I learned that some client messages and emails aren't just complaints, they are a roadmap for design improvements

I learned that close collaboration with developers is a critical component of the design process. Because they are responsible for building the logic behind the interface, their confusion is often the first red flag for a UX problem. If a developer finds even a small thing unclear, it’s a sign that the user will likely feel the same uncertainty.

I learned that close collaboration with developers is a critical component of the design process. Because they are responsible for building the logic behind the interface, their confusion is often the first red flag for a UX problem. If a developer finds even a small thing unclear, it’s a sign that the user will likely feel the same uncertainty.

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