New York-based telehealth company doxy.me recently automated its localization efforts to make its platform accessible to more patients and providers in Asia Pacific and beyond.
Since the pandemic hit, doxy.me, a telehealth platform that began by facilitating virtual prenatal care for expectant mothers, has seen its user base grow dramatically, from around 65,000 providers to more than a million. From APAC, about 45,000 vendors use its platform, nearly half of which only signed up last year.
With users from over 150 countries, the company realized it needed an interface that everyone could access.
“One of the biggest challenges we faced early on was entering non-English speaking markets. For example, in Latin America, Spanish is a necessity and local doctors would repeatedly ask if the plate -form was available in Spanish,” Jacob Palmer, the company’s director of international growth, explained.
Making the platform more accessible to people from diverse backgrounds drove doxy.me to localize itself.
At first, however, they found their process cumbersome and inefficient. They initially had to copy texts into documents, send them to a translation service provider, wait up to 10 days to receive them, and manually upload the translated texts. For the help articles, they had to reformat the document to incorporate the translated text string.
Finding that the process was neither sustainable nor scalable enough, the company then turned to Lokalise to automate their localization process.
Lokalise is integrated with Doxy.me’s systems, such as Gitlab, Intercom and WordPress, to allow translated texts to be retrieved seamlessly from the systems.
Doxy.me has also adopted Lokalise Messages which provides live two-way chat translation in Intercom. This allows the platform to respond and assist support requests in real time.
Turning to Lokalise has saved doxy.me “hundreds of hours” when implementing translations, Palmer claims. Lokalise can deliver translated documents in three to four days, compared to other translation companies that have a seven to 10 day wait time. “This allows us to complete our implementation and launch updated translations much faster than before.”
Following the integration of Lokalise, doxy.me now supports over 100 languages, including Chinese, Malay and Indonesian, with the ability to add new languages upon request.
The telehealth platform can now automatically detect a patient’s device browser language, allowing patients to read prompts and messages in their provider’s online waiting room in their own language.
“Using doxy.me in a local language and specifically in Hindi is transformative,” said Dr. Monica Bhatia, a user from Mumbai, India. “It allows a provider to speak with the voice of the patient [who] feels more comfortable communicating with his provider and feels that his doctor relates to him at his level”.
She also thinks that allowing patients to see and read their local language during an online consultation “has made a huge difference and will help providers to [provide] treat their patients more effectively.
“At doxy.me, our mission is to provide access to healthcare for everyone. So, by making our interface accessible in patients’ native languages, we were able to remove a barrier to healthcare with the aim of offering better telehealth outcomes to patients,” Palmer said. commented.