Project Overview

This project focused on enhancing Cases, the customer care experience within Sprout Social, a social media management SaaS platform.

​Sprout Social's ideal customer profiles (ICPs) for Cases are large enterprise organizations with high message volumes on social media. When customer inquiries on social media get ingested into Sprout, our app turns most of them into Cases. Cases are comprised of:

• Messages (and Replies)
• Internal Activity (i.e. status change)
• Internal Comments (i.e. @mentioning a teammate)

The goal of this project is to effectively display all three of these components into an easily digestible view for our users.

Year

2024

Role

Lead product designer

working with a PM and 

an engineering squad

From low-fi to mid-fi, here are examples of a Case for a public conversation (FB wall posts, X threads, etc) and a private conversation (DMs).

The Users

Customer care agents address customer inquiries on behalf of the company on social media. Most often teams are comprised of a manager who leads a group of agents, who are focused on responding to inbound inquiries to their brand’s social profiles and review platforms.

Select Screens

Real Time Message Indicator: In the scenario that messages are received while the user has scrolled up the page, there will be an indicator button that appears to redirect the user to the newest message, similar to tools like Slack.

Inline Replies: There may be situations where a Case has both Private and Public messages. In this scenario, we wanted to make sure that users clearly know what exactly they are replying to, and that their response is threaded to the right parent post.

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