Despite of the advances in translation technologies, language barriers remain as one of the primary challenges faced by travellers. This study aims to gain a deeper understanding of travellers’ needs and develop a conceptual design of a smart travel translation tool named DIALEXA, using contextual inquiry research method. By participation observations in three tourist spots in Malaysia and semi-structure interview with diverse travellers (national and international), communication barriers and translation needs were analysed and identified through thematic analysis. The findings informed several key design directions, and these insights shaped the design of DIALEXA, including DIALEXA’s design features, interface design, and interaction model. This study demonstrates how contextual inquiry can bridge the gap between user experience and technological functionality, offering a replicable framework for designing culturally responsive communication tools.