Living Phrasebook
The local phrases staff misunderstood, taught back as audio cards in their language.
The job
Closes the language gap between customers' everyday local speech and multilingual frontline staff, using the exact phrases that caused real misunderstandings, and proves site by site that the misunderstandings stopped.
The moment
Local phrases that frontline staff misunderstood are turned into short audio flashcards in the staff's own language.
On a break, an overseas-trained nurse plays a 20-second card. When an elderly patient says "I'm gasping", the patient is asking for water, not struggling to breathe.
The card was built from 37 real complaints on the nurse's own ward.
A month later, complaints on that ward about staff not understanding patients have halved.
What it does
- Draft a phrase card
- Approve a card
- Send the week's cards
- Send the onboarding pack
What you see
Phrasebook flashcards with synthesised audio, opening on a playable wall of the most misunderstood local phrases
What it moves
Language-barrier complaints per 1,000 contacts for each site or ward, before and after the cards, and the number of cards approved and delivered at each site.
Built for
- Citizens & customers
- Frontline staff
- QA, training & knowledge
