This is documentation of my project during my Summer Internship of 2021 at Sprinklr as a Product Design Intern.
Sprinklr is a unified-CXM platform that helps brands in providing the best customer experiences by providing its clients insightful data and AI-enabled services for Research, Customer Care, Marketing, Sales, and Advertisements.
Modern Care is one of the many products provided by Sprinklr in its Unified-CXM suite. It is relatively new and is under heavy development.
I joined Sprinklr as a Product Design Intern for a period of 8 weeks in the summer of 2021. I was quite lucky to work under Modern Care and got my hands on a new module called 'Workforce Management' aka WFM. Since WFM comprises a lot of things, my manager decided to assign this project to me along with my co-intern Bhabani. This helped us in distributing the work and efficiently meet our timelines.
WFM or 'Workforce Management' is a management tool for Managers and Supervisors for utilizing, scheduling, and planning their staff across the organization.
Why WFM
Why Sprinklr decided to have a WFM module in its Modern Care product was because of a problem discovered by the User Research team. The problem as stated by clients was that they didn't know when they need people and this lead to under and over staffing many times. Also, for global teams, they had to schedule their staff to align their workforce across different time zones.
Once the initial research was over, the product team decided to include three modules in the MVP of Workforce Management tool in Modern Care. The three modules were Forecasting, Staffing, and Scheduling.
While understanding WFM, we realized it is a big tool consisting of three different modules, so we (Me and my co-intern Bhabani) decided to distribute the modules. The reason behind this decision was: a) To complete the base Hi-Fi designs within the Internship period (8 weeks) b) To have ownership of work while collaborating on the same project i.e. WFM.
We decided not to pick Staffing Module, since there were few requirements that were unclear over the module and required major decisions from the product team. But for proper understanding and Secondary research of WFM, we decided to keep notes over the staffing module as well.
My role during the Internship period was as a Product Design Intern for 8 weeks. I was reporting under Rimpy Batra, Senior Design Manager. Rimpy also assigned mentors to all interns for guidance along the 8 weeks period. My mentor was Lokesh Fulfagar (Senior Designer).
My responsibilities were to Understand, Ideate, and Design the Hi-Fis of the MVP 'Scheduling Module', while Bhabani was working over the Forecasting Module.
Design an end-to-end platform where Care Managers or Team Supervisors can view schedule plans and manage and plan their teams' schedules of support agents.
So after the de-briefing of my project, Lokesh (Mentor) provided a headstart. The team planned a design process for interns before our arrival.
<aside> 💡 The intention was to project and visualize the process along with the deadlines.
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