Redesign CSM Experience
Sprinklr’s Modern Customer Success is a platform for Customer Success and Account Management, providing a unified tool for managing tasks, engagements, and team collaboration related to customers.
Role
Lead Product Designer
Contribution
User interview, stakeholder interview, user journey mapping, High-fidelity design, and present design to users
Duration
November 2020 – December 2021
Collaboration
Product Manager, Director of User Research, Engineers, and UX Designer
Overview Problem
Users previously had to navigate through four or five different systems to access and consolidate data for making judgments.
The lack of a universally adopted reliable tool often necessitated consulting Product Specialists for data interpretation.
Design Process
My approach to this redesign closely follows the double-diamond structure. I begin by gathering extensive research to gain a deeper understanding of the Success Team users and industry (Divergent phase). Next, I synthesize and frame this data into actionable insights (Convergent phase). I generate a variety of design ideas (Divergent phase), then refine these ideas by considering user needs and usability, iteratively improving the designs (Convergent phase).
Credit Dan Nessler’s Double-diamond structure
Research
Interview Users
Given the urgency of the project, we conducted 15 interviews in one week, accommodating around-the-clock schedules to engage with our global user base. Simultaneously, we were ideating high-fidelity designs.
Analyze Research and Synthesize Information
CSM Persona
After each interview, I collaborate with the Research team to create personas, which I then review to ensure alignment with the insights gathered.
Design
Wireframes
For this project, I have a UX Designer supporting wireframes. I collaborated with them to ideate the Use Cases, Requirements, and Scenarios.
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ELT/SLT Dashboard View
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Success Manager Dashboard View
High-fidelity Designs
After numerous high-fidelity iterations, these are the current designs.
Widgets on Product Consumption, Adoption and ARR
Widgets on Product Consumption by Top Accounts
Widgets on Product Consumption by Bottom Accounts
All Products Consumption
User History Path
Top Insights
All Customers Consumption with Insights
View Insights on Success Director
Manager Dashboard
Prototype
Several videos highlight how each persona navigates through their tasks.
Persona
ELT/SLT
Role in CSM
As part of the ELT/SLT, I require an executive summary covering all company accounts, allowing for drill-down access to theater, division, and account-level data. Furthermore, we need accurate forecasting capabilities for consumption, retention, and renewal.
Persona
Director, Success
Role in CSM
As a Success Director, I oversee Success operations for 20 Success Managers across 60 accounts. My responsibilities include monitoring portfolios with consistently low scores, which signal at-risk accounts.
Persona
Success Manager
Role in CSM
As a Success Manager, I oversee Success operations for 3 accounts and require the ability to identify anomalies and causalities related to consumption, adoption, customer health, and CHI scores.
Design walkthrough with stakholders
Looking for feedback and gain any insights.
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Success Manager
November 3, 1:00 pm
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Success Director
December 1, 11:00 am
Outcome
The project was approved by CTO. POC hand-off to a team but act as a stakeholder.