Sprinklr

UNIFIED CX MANAGEMENT PLATFORM

Designing a unified customer experience platform to help businesses optimize interactions across a multitude of digital channels.

2021 - 2024

OVERVIEW

Sprinklr's platform aims to enable businesses to enhance customer engagement, gather insights, and streamline communication across the diverse landscape of digital platforms including social media, messaging, and online reviews.

ROLES & RESPONSIBILITIES

As a Principal Product Designer & Design Manager, I helped shape design strategy and oversaw a large team of designers to ensure consistent application of design patterns and streamlined workflows across the platform.

My primary contributions included:

  • Collaborating with internal stakeholders to align design direction with overarching platform goals.

  • Providing ongoing feedback and guidance to designers across new and legacy products, from brainstorming and wireframing to exploratory review and final approval.

  • Ensuring consistency of the design system, visual language, and tone to reinforce a cohesive user experience and unified brand identity across product surfaces.

COLLABORATORS

  • Product

  • Engineering

  • Design leadership

  • UX research

  • Product designers

  • Design system managers

NOTE: The examples presented are final designs, providing a high-level glimpse into the range and complexity of features and interfaces crafted. Full workflows are available upon request.

SPRINKLR SERVICE

Sprinklr Service enhances customer experiences by seamlessly integrating data from 30 digital and traditional channels creating a comprehensive view of customer needs. It’s a Contact Center as a Service (CCaaS), enabling scalable, frictionless support solutions incorporating self-service systems, AI bots, and a unified customer view.

I partnered with designers to explore and finalize a wide range of features within the Service product, including customer service dashboards, data visualizations and reporting, workforce management tools, live chat and voice experiences, and AI-powered smart responses and analysis.

CUSTOMER SERVICE AGENT CONSOLE

Including a comprehensive case overview featuring detailed customer profiles, a unified history of interactions across channels within a single conversation thread, and AI-powered tools that provide suggested responses and real-time analytics

AGENT SUPERVISOR CONSOLE

Built for supervisors, the dashboard highlights essential team insights such as performance metrics, availability, escalations, pending tasks, and overall service health to enable faster, more informed oversight.

CASE ANALYSIS

AI-powered tools enable agents and supervisors to analyze cases, call transcripts, conversation patterns, and customer sentiment to support more informed and effective responses.

PERFORMANCE METRICS

A robust set of performance metrics and dashboards enables teams to monitor customer satisfaction, response times, case volume, ticket status, agent activity, brand reach, engagement, and overall service health.

CUSTOM DASHBOARD BUILDER

Dashboards can be customized by dragging and dropping pre-designed widgets into flexible templates, enabling teams to tailor information organization to their needs.

WORKFORCE MANAGEMENT

Workforce management tools enable supervisors to view team schedules, adjust shifts, and plan coverage to meet operational demands.

AI-powered tools provide forecasting and reporting for staffing needs and caseloads, enabling supervisors to optimize team capacity and plan shifts based on projected demand.

SPRINKLR SOCIAL

Sprinklr Social is a social media automation platform that enables brands to efficiently plan, publish, and manage on-brand content across more than 30 digital channels. It drives engagement, transforms consumer insights into conversion opportunities, and supports meaningful interactions that strengthen sales pipelines. The platform also helps organizations activate employee advocacy and optimize brand presence across social ecosystems.

I partnered with designers to explore and refine a wide range of features, including performance dashboards, social post creation and management tools, engagement analytics, and employee advocacy programs.

SOCIAL CHANNELS DASHBOARD

A centralized dashboard displays all brand social posts in one view, organized by channel and filterable by a variety of properties.

SOCIAL POST CREATION

Social posts can be created and scheduled across multiple channels simultaneously, with the flexibility to customize content for each channel.

BRAND ADVOCACY

The advocacy platform enables employees and stakeholders to amplify their brand by sharing approved content across social media. It includes a centralized repository of brand-approved assets and a gamified dashboard designed to incentivize participation and recognize engagement.