Agent Console Builder

Redesigned Sprinklr's no‑code Agent Console Builder to modernize the UX, empower supervisors to create dashboards independently, and establish a reusable design system.

Nov 7, 2022 – Jan 10, 2023

DesktopB2B

Role: Product Designer
Timeframe: Nov 7, 2022 – Jan 10, 2023

I redesigned of Sprinklr's Agent Console Builder, a no‑code tool for assembling custom dashboards for customer service agents. The new experience improved adoption, reduced reliance on internal teams for setup, and established design patterns used across other builders.

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 Its outdated interface, unchanged for years, led to 🔻 low adoption rates and 😰 increased reliance on Sprinklr's internal teams for console customization.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 for non-technical users (supervisors, in this case) to build custom consoles independently.

Design goals

simplify + modernize

Make customization approachable, remove unnecessary complexity.

design for scale

Create flexible patterns that translate to other builder experiences.

Key improvements

Simplified layout

Users found the footer to be quite obtrusive, so I simplified the layout by consolidating the header and footer and bringing all the CTAs into the header/topbar.

Bringing relevant tools upfront in default view

Replaced a code editor default with an all‑tools view where the widget library is front and center. This lowers the barrier to entry for non‑technical users.

After

From list to visual catalog

Transformed the widget list into a visual library with icons and hover previews so supervisors can quickly identify and evaluate components.

New interactions

1. Drag and drop

Add widgets to the canvas with a familiar, direct manipulation pattern.

Drag and drop

2. Drag and rearrange

Reorganize layout quickly without modal dialogs or deep menus.

Drag and rearrange

Easier widget exploration

Browse and compare widgets with richer previews to reduce trial‑and‑error.

Add widget from library

3. Version history

Auto‑save, review past versions, and distinguish live vs. draft states for safer iteration.

Version history

Impact

increased adoption → 7 new brands

The revamped Agent Console Builder has been adopted by 7 new clients since its release.

contribution to design system → 5 builders updated

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.