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 played a key role in shaping design strategy and overseeing a large team of designers to ensure the consistent application of design patterns and streamlined workflows. Employing creative leadership and design expertise, my primary contributions included:

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

  • Providing daily design feedback and guidance to designers for new and legacy products, brainstorming and wire framing, analyzing design explorations, and final review and approval

  • Ensuring consistency of design system, visual design elements and tone for a cohesive user experience and brand identity

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 helped designers explore and finalize countless features in the Service product including customer service dashboards, data visualization and reports, workforce management, live chats and voice calling, AI smart responses and analyses, and more.

CUSTOMER SERVICE AGENT CONSOLE

Including an overview of a case with customer profile details, a full history of the customer’s interactions across multiple channels in one conversation thread, and AI tools for suggested responses and analytics.

AGENT SUPERVISOR CONSOLE

Featuring the most important items for supervisors managing a team of customer service agents. Includes team performance, availability, success metrics, escalations, pending tasks, and more.

CASE ANALYSIS

Customer service agents and supervisors have the ability to review and analyze cases, call transcripts, conversation breakdowns, and customer sentiments with the help of AI.

PERFORMANCE METRICS

A plethora of performance metrics and dashboards are available to monitor customer satisfaction, response times, case volume, ticket statuses, agent activity, brand reach and engagement, and much more!

CUSTOM DASHBOARD BUILDER

Home pages can be customized by dragging and dropping pre-designed widgets into dashboard templates. Enabling teams are able to optimize information organization.

WORKFORCE MANAGEMENT

Workforce management tools allow supervisors to view and shift schedules for their teams and make adjustments to plan for coverage.

AI powered tools for predicting and reporting staffing and caseloads, enabling supervisors to optimize their teams and plan shifts based on demand.

SPRINKLR SOCIAL

Sprinklr Social is a social media automization platform to efficiently plan and publish on-brand content across 30+ digital channels, driving engagement, and optimizing interactions to feed sales pipelines. It helps transform consumer insights from into conversion assets, actively engages with prospects on various channels, and optimizes employee advocacy for brands on social media and more.

I helped designers explore and finalize numerous features such as dashboards, social post creation and management, engagement analysis, employee advocacy incentives, and more.

SOCIAL CHANNELS DASHBOARD

Showing all of the brand’s social posts in one dashboard, organized by channel. The dashboard can be filtered by a variety of properties.

SOCIAL POST CREATION

Social posts can be created and scheduled on multiple channels at the same time, while also allowing for customization for each channel.

BRAND ADVOCACY

The advocacy platform is designed to enable employees and stakeholders to advocate for their brand by sharing content on social media. Tools include a repository of approved brand content and a gamified dashboard to increase and incentivize participation.