Sprinklr
Sprinklr
An enterprise customer experience management (CXM) platform that helps organizations connect with customers across digital channels. The platform offers tools for social media marketing, customer service, and research, enabling brands to manage engagement, insights, and workflows in one place. I was part of a design team of over ten with each designer allocated to a different product area.
An enterprise customer experience management (CXM) platform that helps organizations connect with customers across digital channels. The platform offers tools for social media marketing, customer service, and research, enabling brands to manage engagement, insights, and workflows in one place. I was part of a design team of over ten with each designer allocated to a different product area.
Setting the Context
Setting the Context
Sprinklr set out to launch self-serve versions of its product suites to capture mid-market customers. These “lite” offerings let companies explore core features before upgrading to enterprise plans. Within the Care suite, I created scalable solutions to support the company’s IPO positioning and business strategy. My focus was on designing streamlined survey workflows to help agents and managers collect, manage, and act on customer feedback.
Sprinklr set out to launch self-serve versions of its product suites to capture mid-market customers. These “lite” offerings let companies explore core features before upgrading to enterprise plans. Within the Care suite, I created scalable solutions to support the company’s IPO positioning and business strategy. My focus was on designing streamlined survey workflows to help agents and managers collect, manage, and act on customer feedback.
What’s the Problem?
What’s the Problem?
In the Care suite, survey creation and management were fragmented. Workflows forced users to switch tools or leave their workspace and there was no centralized place to monitor results. These gaps created friction slowing down feedback collection and reducing its impact.
In the Care suite, survey creation and management were fragmented. Workflows forced users to switch tools or leave their workspace and there was no centralized place to monitor results. These gaps created friction slowing down feedback collection and reducing its impact.
Survey Bottlenecks
Survey Bottlenecks
Users struggled to deploy surveys quickly during active conversations and had limited visibility into submission status.
Users struggled to deploy surveys quickly during active conversations and had limited visibility into submission status.
Scattered Insights
Scattered Insights
Users relied on manual, inconsistent surveys making it harder to measure performance and improve quality.
Users relied on manual, inconsistent surveys making it harder to measure performance and improve quality.
Who Are We Solving Problems For?
Who Are We Helping?
This project focused on two primary user groups within the Care suite each with distinct responsibilities and challenges around surveys. Understanding their challenges and goals helped guide the design of a more seamless, integrated workflow.
This project focused on two primary user groups within the Care suite each with distinct responsibilities and challenges around surveys. Understanding their challenges and goals helped guide the design of a more seamless, integrated workflow.
Agent
Frontline care team members deploying and tracking surveys during customer interactions.
Challenges: Switching between tools to send surveys and limited ability to track submissions in real time.
Goals: Deploy surveys directly within the Care console and monitor response statuses without leaving their workflow.
Agent
Frontline care team members deploying and tracking surveys during customer interactions.
Challenges: Switching between tools to send surveys and limited ability to track submissions in real time.
Goals: Deploy surveys directly within the Care console and monitor response statuses without leaving their workflow.
Agent
Frontline care team members deploying and tracking surveys during customer interactions.
Challenges: Switching between tools to send surveys and limited ability to track submissions in real time.
Goals: Deploy surveys directly within the Care console and monitor response statuses without leaving their workflow.
Manager
Team leads and managers responsible for survey creation, management, and analysis.
Challenges: Manual survey creation with inconsistent formats and no consolidated summary view of results.
Goals: Standardize survey workflows and quickly spot trends and performance gaps.
Manager
Team leads and managers responsible for survey creation, management, and analysis.
Challenges: Manual survey creation with inconsistent formats and no consolidated summary view of results.
Goals: Standardize survey workflows and quickly spot trends and performance gaps.
Manager
Team leads and managers responsible for survey creation, management, and analysis.
Challenges: Manual survey creation with inconsistent formats and no consolidated summary view of results.
Goals: Standardize survey workflows and quickly spot trends and performance gaps.
What's the Process?
What's the Process?
This project involved navigating four key parts of the process:
This project involved navigating four key parts of the process:
01 Working Within Constraints
Joined during the high-fidelity design phase with requirements already defined to meet a post-IPO launch timeline.
01 Working Within Constraints
Joined during the high-fidelity design phase with requirements already defined to meet a post-IPO launch timeline.
01 Working Within Constraints
Joined during the high-fidelity design phase with requirements already defined to meet a post-IPO launch timeline.
02 Driving Alignment
Coordinated with product managers, design leadership, and engineering to keep cross-team priorities in sync and ensure everyone was working toward a shared vision.
02 Driving Alignment
Coordinated with product managers, design leadership, and engineering to keep cross-team priorities in sync and ensure everyone was working toward a shared vision.
02 Driving Alignment
Coordinated with product managers, design leadership, and engineering to keep cross-team priorities in sync and ensure everyone was working toward a shared vision.
03 Navigating Review Bottlenecks
Managed VP and director level feedback cycles, balancing stakeholder input with the need to sustain progress and deliver on time.
03 Navigating Review Bottlenecks
Managed VP and director level feedback cycles, balancing stakeholder input with the need to sustain progress and deliver on time.
03 Navigating Review Bottlenecks
Managed VP and director level feedback cycles, balancing stakeholder input with the need to sustain progress and deliver on time.
04 Improving the Experience
Advocated for low-fidelity prototypes to align teams on workflows, surface potential issues before development, and clearly define the scope of the MVP.
04 Improving the Experience
Advocated for low-fidelity prototypes to align teams on workflows, surface potential issues before development, and clearly define the scope of the MVP.
04 Improving the Experience
Advocated for low-fidelity prototypes to align teams on workflows, surface potential issues before development, and clearly define the scope of the MVP.
What's the Task?
What's the Task?
My responsibility was to design a complete survey workflow covering four main areas:
My responsibility was to design a complete survey workflow covering four main areas:
Create Surveys
Create Surveys
Style forms and add questions from common types such as single select, multiple choice, Likert scale, and more.
Style forms and add questions from common types such as single select, multiple choice, Likert scale, and more.
Manage Surveys
Manage Surveys
Perform full CRUD operations (create, review, update, delete) from a centralized management screen.
Perform full CRUD operations (create, review, update, delete) from a centralized management screen.
Deploy Surveys
Deploy Surveys
Allow agents to attach surveys directly in the Care console reply box with submission tracking.
Allow agents to attach surveys directly in the Care console reply box with submission tracking.
View Surveys
View Surveys
Access survey responses through a prioritized summary screen with drill-down options for individual submissions.
Access survey responses through a prioritized summary screen with drill-down options for individual submissions.
Here’s the Solution
Here’s the Solution
Within the Care suite, I delivered a survey workflow that allowed teams to create, deploy, and analyze surveys without leaving their workspace. This reduced manual steps, improved consistency across channels, and gave both agents and managers better tools to capture and act on customer feedback.
Within the Care suite, I delivered a survey workflow that allowed teams to create, deploy, and analyze surveys without leaving their workspace. This reduced manual steps, improved consistency across channels, and gave both agents and managers better tools to capture and act on customer feedback.
Form Builder
Form Builder
Split screen layout with a live preview on the left and editing tools on the right. Supported common question types while keeping the editing panel uncluttered.
Split screen layout with a live preview on the left and editing tools on the right. Supported common question types while keeping the editing panel uncluttered.
Survey Management
Survey Management
Centralized table for full CRUD operations. The “Create Survey” button was emphasized as a primary action with secondary actions tucked into a menu to reduce visual noise.
Centralized table for full CRUD operations. The “Create Survey” button was emphasized as a primary action with secondary actions tucked into a menu to reduce visual noise.
Survey Deployment
Survey Deployment
Integrated directly into the agent’s Care console workspace. Surveys could be attached to replies and tracked through the case interface.
Integrated directly into the agent’s Care console workspace. Surveys could be attached to replies and tracked through the case interface.
Survey Results
Survey Results
Summary view for quick insights with interactive charts revealing a third-pane interface to drill into and see a full breakdown of responses.
Summary view for quick insights with interactive charts revealing a third-pane interface to drill into and see a full breakdown of responses.
Design Impact
Design Impact
The new survey workflow streamlined how teams collected and acted on feedback making it easier and faster to manage the entire process in one place. After launch, it delivered measurable improvements in these key areas:
The new survey workflow streamlined how teams collected and acted on feedback making it easier and faster to manage the entire process in one place. After launch, it delivered measurable improvements in these key areas:
Operational Efficiency
Operational Efficiency
Enabled agents to deploy surveys directly in their Care console and provided managers with tools for faster insights.
Enabled agents to deploy surveys directly in their Care console and provided managers with tools for faster insights.
Tool Consolidation
Tool Consolidation
Removed the need for external tools by centralizing survey creation, deployment, and analysis in a single interface.
Removed the need for external tools by centralizing survey creation, deployment, and analysis in a single interface.
Strategic Alignment
Strategic Alignment
Supported mid-market adoption goals for Sprinklr’s self-serve strategy.
Supported mid-market adoption goals for Sprinklr’s self-serve strategy.
Learnings From the Process
Learnings
Define the MVP early to avoid unclear scope and extra workflows being added later.
Set a predictable review cadence with leadership to reduce last minute changes and delays.
Involve agents and managers early to validate workflows before moving into high-fidelity designs.
Define the MVP early to avoid unclear scope and extra workflows being added later.
Set a predictable review cadence with leadership to reduce last minute changes and delays.
Involve agents and managers early to validate workflows before moving into high-fidelity designs.
Next Steps for Future Iterations
Next Steps
Conduct usability testing to validate that the survey form builder and workflows are intuitive.
Explore adding templates for common survey types (CSAT, NPS) to improve speed of setup.
Revisit question type options to confirm they meet real user needs and expand them if gaps are identified.
Conduct usability testing to validate that the survey form builder and workflows are intuitive.
Explore adding templates for common survey types (CSAT, NPS) to improve speed of setup.
Revisit question type options to confirm they meet real user needs and expand them if gaps are identified.