Sprinklr Community Redesign
Product Design
Stakeholder Interview / Stand up
User Research
Product Designer
Product Launch on May 2024
Prospect
Social Media Manager
Publishing Manager
4 Months
January 2024 - May 2024
Sprinklr is an all-in-one AI-powered platform designed to connect different parts of a business that interact with customers. It helps teams work together in real-time, so they can provide a seamless customer experience across the entire company.
In today’s digital era, online communities are crucial for connecting individuals who share similar interests, goals, or locations. Sprinklr Community plays a pivotal role in fostering these connections, enabling more efficient and effective communication. This redesigned platform empowers brands to gain deeper insights into their customers' needs. Users can leverage these communities for gathering customer feedback, enhancing brand recognition, testing new ideas and products, and building strong customer loyalty.
As a product designer for this project, I collaborated with one other designer, principal designer on the Home page, and I was in charge for Log In, User Profile, Conversation Page and Sprinklr AI+ in Community design. In addition, I worked alongside Research team, 3 Product Managers and 2 Developer Partners.
Working on the Sprinklr Community project was one of the most significant opportunities I had at Sprinklr. Since its launch in May 2024, the project has received a wealth of positive feedback from our clients.
I worked with our UX team to define Core User Personas & Use Cases. This research was conducted by collecting extensive data directly from our clients and employees. There are 3 core target audiences: Prospect, Social Media Manager, and Publishing Manager.
The Prospect group is essential as they are future customers, and understanding their needs is critical for attracting and converting new business.
Social Media Managers are indispensable because they are on the front lines, managing customer interactions, and their feedback ensures the platform is optimized for real-time engagement.
Publishing Managers play a crucial role in content distribution, making it vital that the platform supports their workflow, ensuring that messages reach the intended audience efficiently and effectively
The prospect is an individual exploring various software solutions to meet their business needs. They are actively seeking ways to enhance their operations and improve efficiency through technology. While they may not have extensive experience with the specific software they're researching, they are tech-savvy and adaptable to new tools and systems.
As a Prospect, I need to research and explore the software's features and benefits, so that I can make an informed decision about its suitability for my needs.
As a Prospect, I need to seek pre-sales support and guidance, so that I can clarify any doubts or questions I have about Sprinklr Solutions.
As a Prospect, I want to explore customer stories, so that I can gain insights into how other customers are utilizing the tool and best practices.
As a prospect, I want to stay up-to-date with the latest community news, updates, and events, so that I am well-informed about any new developments relevant to Sprinklr while remaining informed and engaged on valuable insights or opportunities within the Sprinklr community.
A Social Media Manager oversees a brand’s social media presence and increases brand awareness by creating and executing a comprehensive social media strategy. Daily responsibilities include supervising content creation and publishing, fostering community engagement, upholding brand voice and consistency, analyzing performance metrics, and monitoring for trends and insights in online activity.
As a user, I need to develop a comprehensive social media strategy aligned with the brand’s goals, target audience, and brand identity so that I can enhance brand visibility and engagement on social media platforms.
As a user, I need to collaborate with internal teams, such as Marketing, PR, and customer service, to ensure cohesive messaging and alignment of social media efforts with broader business objectives.
As a user, I need to monitor and manage online reputation by addressing negative feedback, handling crises effectively, and promoting positive brand sentiment across social media platforms.
As a user, I need to monitor industry trends, competitor activity, and social media conversations to stay informed and capitalize on opportunities for content creation and engagement.
A Publisher Manager oversees the creation, production, and strategic distribution of diverse content types, aligning with the brand's marketing goals and maintaining consistency in messaging. They work with content creators to gather assets and copy, schedule posts for publishing, request reviews and approvals from Social Media Managers and ensure content is published accurately and consistently across channels.
As a user, I need to coordinate the scheduling and publication of content across social media and digital platforms to ensure timely delivery and maximum visibility..
As a user, I need to collaborate with content creators, writers, editors, and designers to develop high-quality, engaging content that aligns with the brand voice, objectives, and target audience.
As a user, I need to manage editorial calendars, content pipelines, and production timelines to maintain a consistent posting schedule and reach the target audience at optimal times.
As a user, I need to monitor content performance metrics to evaluate the effectiveness of our publishing efforts and identify opportunities for improvement.
Previous Sprinklr design was created two years ago. While it successfully served as a platform to connect people, it fell short in driving meaningful engagement. I, along with another designer, was assigned to collaborate with our UX team and project managers to redesign this platform and transform it into the front door for all things Sprinklr. Our key focus areas include:
Connecting and Collaborating.
Inspiring, Learning and Growing.
Accessing exclusive events and opportunities.
Gaining valuable knowledge and insights.
Through extensive research, including a deep dive into competitors like Salesforce, we identified a critical gap: the lack of gamification elements such as badges, leaderboards, and points. These features are proven to significantly boost user engagement by creating a sense of achievement and encouraging active participation. Integrating gamification into the new design will not only enhance the user experience but also drive continuous interaction within the community.
The user flow was provided by our UX team. Together with our principal designer, another designer, and I worked on the required widgets for the homepage. The homepage will dynamically change based on whether users are prospects or registered users. After finalizing the necessary components, we began crafting the wireframe for the homepage.
To log in, users can choose between logging in with their email or using SSO. This flow should be streamlined for ease of use while maintaining a consistent experience with our homepage.
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I designed the User Profile with gamification in mind, incorporating features such as Earned Badges, a Leaderboard, and Icons. Gamification is effective because it motivates users through rewards and recognition, fostering a sense of achievement and encouraging continued engagement. By integrating these elements, we aim to enhance user interaction and create a more dynamic and enjoyable experience.
The Sprinklr Community Conversation is more than just a forum – it's a vibrant hub for inspiration, learning, and growth. Users can create discussions, access a wealth of resources, and receive expert advice. Additionally, with the integration of Sprinklr AI+, each discussion will be summarized, providing answers 75% faster. This improvement supports online customer communities by enabling community managers to monitor activity and troubleshoot more efficiently, allowing them to focus on high-priority tasks.
The Sprinklr Platform offers over 50 AI models that elevate the digital experience for customers, optimizing both engagement and interaction. Recently, Sprinklr AI+ was integrated into the new Sprinklr Community, empowering users to summarize, generate ideas and content, and develop strategies.
As a product designer, I played a key role in developing a feature where users can generate ideas or content through Community Search using Sprinklr AI+. This tool enables users to either receive AI-generated suggestions or explore further search results.
However, the design process presented several challenges. Balancing the user interface to be intuitive yet powerful was a significant hurdle. We had to ensure that AI-generated content was both relevant and contextually appropriate, which required extensive testing and fine-tuning of the AI models. Additionally, integrating this feature seamlessly into the existing community framework, without overwhelming users with options, was a complex task that required iterative design and feedback cycles.
Working on Sprinklr Community has been one of the most rewarding experiences of my career as a product designer. Not only did I have the opportunity to collaborate with a talented team of designers, engineers, product managers, and researchers, but I also witnessed substantial growth in both my existing and newly developed skillsets over just six months. Seeing the product come to life and knowing that it will make a positive impact on users filled me with joy, pride, and gratitude. These feelings continue to drive my passion for design and inspire me to keep improving, both as a designer and as someone committed to making a difference through my work.
