All-in-one AI-powered CXM Platform
One of my key contributions at Sprinklr was leading the redesign for the Sprinklr Community platform, which was launched in May 2024. We successfully transformed Sprinklr Community from a cluttered and dated experienced platform into a modern, user-friendly, and dynamic platform. Let's follow me to explore how my team and I tackle this challenge.
Led end to end the design for Community Homepage, User Profile, Conversations, and AI-powered Search.
Collaborated closely with PMs, engineers, researchers, over six months.
Integrate AI-powered insights to boost user engagement.
Applied consistent visual design principles to create a cohesive interface.
The existing dashboard was cluttered and lacked intuitive navigation, making it difficult for users to manage multiple social media accounts efficiently. The challenge was to create a clean, organized interface that would streamline the workflow while maintaining all essential functionality.
The previous design of the Sprinklr Community lacked visual hierarchy and clarity, leading to confusion among users. The previous clutter layout has resulted in very high cognitive load and this makes it unnecessarily hard for users to navigate, read and perceive the contents.
I engaged researchers early and arranged daily standups with researchers and PMs to understand use cases across different brands/personas and to identify their pain points.
Users expressed a need for a more streamlined experience, with easy access to key features and a more visually appealing interface. Feedback highlighted the importance of customization and personalization in the dashboard.
Enterprise brands wanted customization without disrupting UX consistency.
Users struggled to navigate cluttered layouts and find relevant discussions.
Gamification elements were missing, leading to low user participation.
Integration of AI-powered features to boost user engagement.
By implementing a modular design approach, we can allow users to customize their dashboards with widgets that display relevant information. Additionally, enhancing the visual design with modern aesthetics will make the platform more engaging and user-friendly.
The Hyperspace Atomic Design System was developed to create a modern and consistent user interface that enhances user engagement across the Sprinklr platform.
We established a library of standardized UI components to ensure consistency and efficiency in the design process. Wireframing was used to visualize the layout and functionality of these components.
Components are grouped into categories based on their functionality.
Wireframe example of the homepage.
The modular UI approach allows users to customize their dashboards with dynamic components that can be rearranged based on individual preferences.
Implementing gamification strategies helped to increase user engagement by rewarding users for their interactions and contributions within the community.
The design process involved multiple iterations, hands-off reviews, and quality assurance checks to ensure the final product met user needs and expectations.
The new design for the Sprinklr Community focuses on user-centric features, improved navigation, and a visually appealing interface that enhances the overall user experience.
The redesign led to a significant increase in brand adoption and user engagement, while also reducing the number of support tickets due to improved usability.
While the new design improved user experience, it required trade-offs in terms of development time and resource allocation, which were carefully managed throughout the project.
The integration of AI-powered search capabilities enhanced content discovery and user engagement, allowing users to find relevant information quickly and efficiently.
Addressing the trust gap in AI-powered search involved ensuring transparency in how search results are generated and providing users with control over their search experience.
Users did not trust AI-generated search results due to lack of transparency.
Users preferred manual browsing over AI-assisted suggestions.
Added "Why this result?" insights next to search results.
AI generated results mixed with traditional search.
Ensuring AI explainability was crucial for user trust, and blended results provided a mix of AI-generated and user-generated content to enhance relevance.
The implementation of AI features led to increased user adoption and engagement, while also reducing complaints related to search functionality.
Balancing the benefits of AI features with user privacy and data security was a key consideration throughout the project.
Making AI transparent reduced friction, but required more educational UI elements.
Encouraging user discovery means more content will be introduced and required balancing to avoid overwhelming users.
This project taught me the importance of user-centered design, the value of iterative testing, and the need for clear communication among team members.
The final homepage design reflects the new branding and user experience principles established throughout the project.
The user profile design emphasizes personalization and ease of access to user settings and preferences.
The conversation interface is designed for clarity and engagement, allowing users to interact seamlessly.
The AI search feature enhances content discovery, while summarization tools provide quick insights into discussions.
If you have made it this far, I hope you enjoy the video!
Explore these projects for more insights and inspiration.
