Agent Console Builder
I led the redesign of Sprinklr's Agent Console Builder, a no-code tool that allows supervisors to build custom dashboards for customer service agents. This resulted in adoption by 7 new clients and established a new standard and design system for all creative builders across the platform.
Role
Product Designer
Timeframe
Nov 7, 2022 - Jan 10, 2023
Problem of accumulated design debt
The Agent Console Builder, a long-standing tool in Sprinklr's ecosystem, had accumulated significant design debt over time. Its outdated interface, unchanged for years, led to 🔻 low adoption rates and 😰 increased reliance on Sprinklr's internal teams for console customization.
Solution: Redesign the builder to make it easy to use and empower supervisors to build custom consoles independently
Design Goals
simplify + modernize
Empower users to intuitively customize the agent console layout to meet the requirements of different agent groups.
design for scale
Enable the creation of a flexible, contemporary agent desktop that integrates seamlessly with customer service workflows
Design Improvements
Simplifying the layout
Before
After
Bringing relevant tools upfront in default view
Before:
In the default state, the toolbar had a custom code editor by default. This was confusing and intimidating for non-technical users, creating an immediate barrier to entry.
After:
I designed the default view to consolidate all tools, with widget library as the default.
Bringing Widgets to Life: From Text List to Visual Catalog
Before:
The text-only widget list offered no context, requiring trial-and-error to identify the right components.
After:
The widget library became a visual catalog—each widget now has an icon and hover preview to improve discoverability and reduce guesswork.
New Interactions
Drag and drop
I designed an intuitive drag-and-drop system for adding and rearranging widgets. This familiar interaction speeds up the console creation process.
Drag and Rearrange
The new drag-and-rearrange feature empowers users to easily organize their console layout in real-time. This simple addition significantly enhances the builder's flexibility and user control.
Easier Widget Exploration
I designed a full-screen widget library with comprehensive previews, allowing users to visually browse and categorize widgets. This visual approach makes exploration and customization more intuitive and enjoyable.
Version History
Addressing a long-standing user need, I integrated a robust version history feature. Now, users can auto-save their work, view past versions, and clearly distinguish between live and draft versions, providing peace of mind and flexibility.
Impact
increased adoption → 7 new brands
The revamped Agent Console Builder has been adopted by 7 new clients since its release.
I designed several new components and patterns during this project, which have been used to update 5 other creative builders across the platform.
Takeaways
Legacy Feature Auditing:
I learned to effectively audit legacy features and prioritize improvements by differentiating between must-haves and nice-to-haves.
Building for Scale:
Working on a wider design initiative that affected all creative builders, I collaborated closely with the Design Systems Manager. This experience taught me how to create robust, scalable components and patterns. Through iterative refinement, I improved these components locally until they met approval standards for broader implementation.