Translators
U.S. Bank
Show the everyday work hidden behind a service barrier, then assess whether the organisation’s own experience addresses it.
Language barriers can place complex adult communication responsibilities on bilingual children in immigrant families. Map what customers and relatives do before, during and after interacting with the organisation. Identify tasks the service has silently transferred to them. Listen without assuming that a visible act of resilience is a desirable permanent arrangement. The resulting brief should specify what the organisation can change, not simply which personal story would generate the strongest emotional reaction.