Case study · Sprinklr

From insight to action

One connected workspace where Sprinklr teams capture insights, give them meaning and act on them, without exporting to five other tools.

Sprinklr insight workspace on a soft pastel gradient, with a mentions chart and linked actions

Problem and role: Sprinklr helped teams find insights, but sharing and acting on them happened in Excel, Power BI and slides, where context got lost. I led the design, and the Capture, Create, Act framework.
Team and scale: Lead Product Designer with 1 UX researcher, 2 PMs and 4 engineers. Jul 2025 to Sep 2025. In beta.
The idea: Keep every insight, its action and its owner in one place, linked from start to finish.

Outcome

24%

adoption in beta

40%

insight-to-action conversion

46%

interaction rate

The insights weren’t missing. They were fragmented.
The hidden problem

Context

The insights were there. The story was not.

Vineet is a Quality Program Manager at a global brand. His team uses Sprinklr to spot spikes in sentiment, recurring issues and patterns in product conversations.

Capturing those signals worked. The trouble started afterwards: to dig deeper, show trends or share reports, the team exported data to Excel, Power BI or presentations. Each tool held a piece of the story, and none kept the full context.

Insight funnel: KPIs, topics, dashboards, then saving and sharing insights and acting on them, with the last two marked broken — fig. 2 The last two steps of the funnel were broken.

Research

Each team saw a piece of the truth

No one saw the whole picture. Interviews confirmed that people managed insights in Canva, Excel and Power BI. We prioritised three pain points.

Fragmented insights

Scattered sources and no contextual filtering made relevant insights slow to find.

High cognitive load

Sifting through large volumes of data by hand caused fatigue and slower decisions.

Low actionability

Insights did not stand out, so analysts and social teams struggled to act on them.

Journey map of how a quality team moves insights from inside Sprinklr to outside tools, with steps, tools and notes — fig. 3 Mapping the journey inside and outside Sprinklr.

The aha moment

Capture, Create, Act

While mapping these journeys I noticed the same rhythm in every team and tool. People captured what mattered, created meaning around it, and acted on what they learned. The framework wasn't a process we imposed. We simply made it visible.

Capture

Save an insight right where you spot it, whether it is one trend or a cluster of signals, so the flow stays alive.

Create

Turn understanding into an action plan with an owner, a timeline and the reason it matters.

Act

Track progress in one hub, where every update stays linked to the original insight.

Capturing an insight from a mentions widget, with the insight panel beside it — fig. 4 Capture, straight from the widget.

Create Action Plan form with name, description, assignee, status, due date and labels — fig. 5 Create, an action plan with an owner.

Iteration · Scale

From one insight to many

Our first design handled one insight at a time. It was clear and simple, but it limited people who needed to compare insights across themes.

We expanded it to support many insights at once, so teams could view, curate and act on several together. That made for richer stories and faster decisions, without hurting usability.

Single insight view: an insight about mention distribution with a widget summary and a collaboration thread — fig. 6 Before: one insight at a time.

Latest Insights feed listing several insights, each with a chart preview and a start conversation field — fig. 7 After: many insights, side by side.

Insight detail with a star rating chart by country, collaborators and linked assets — fig. 8 Every action stays linked to its insight.

Grid of explorations for saving, managing and sharing insights, actions and back-tracking to the insight — fig. 9 Explorations across save, manage, share and act.

Impact

From reporting to decisions

For users

One place for insights

A single space to capture and connect insights across teams.

Less searching, more acting

Teams spend their time on the insight, not on finding it again.

Shared visibility

Owners and status are clear, which drives alignment and accountability.

For Sprinklr

Product differentiation

Sprinklr Insights moves from reporting dashboards to a decision-making platform.

Adoption and retention

Insights become more useful and shareable, which drives repeat engagement.

CTO Award

The Insights Use Case Hub earned Sprinklr’s CTO Award in September 2025.

What's next

Phase 2: AI on top of the framework

I designed with the Hyperspace design system team, adding new components to it, and worked directly with engineers on design QA. Phase 2 brings the co-pilot into the workflow.

Summarise with AI

Once data, widgets and messages are gathered around an insight, AI writes a summary that is easy to share.

Conversational prompts

Ask "Which campaigns need attention?" instead of navigating filters and widgets.

Dashboard intelligence

Co-pilot scans several dashboards and surfaces patterns, anomalies and what needs action.

Instant insight creation

Turn an issue AI highlights into an insight, with context, collaborators and next steps.

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