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The Citizen Architect Persona

We built our platform to be put into the hands of a “Citizen Architect”, someone you probably already have in your organization.  The persona of a Citizen Architect is going to be someone with an understanding of how processes work and the intricacies of the specific operating procedures.  These resources do not need to be overly technical, however any grasp of HTML or Programming can certainly help relate some of the general concepts and best practices we recommend when using SpiceCSM.  Many of our clients exclusively use non-technical resources to manage all their business process and content management while allowing technical resources to focus on the connections that push and pull data between those processes.

The most important attribute that the Citizen Architect can have is being a subject matter expert (SME) on and understanding the workflow, any exceptions that might come up, how best to handle each of them, and generally what the standard operating procedures are.  SpiceCSM content creation tools are explicitly developed to be “self-service” by our clients with a vision that non-technical business users will be able to build complex and meaningful processes without the need to engage internal technical resources or SpiceCSM professional services.  Every part of the platform is designed for low-code or no-code.  The result is an intuitive design tool that allows users with the best understanding of the workflow to create interactive, guided processes.  We make those process steps ridiculously easy to configure through visual interfaces that allow you to configure most properties with essentially no-code whatsoever.  The Citizen Architect may have experience creating diagrams or flowcharts using today’s popular business tools, which mimic the general usability of SpiceCSM’s drag-and-drop Visual Process Editor.

Some traits that might reduce the learning curve even more include basic understanding of programming principles (understand variables, logic conditions, etc.), basic knowledge of HTML for any advanced source editing, and experience working with visual flowchart software for general usability.  Ultimately however, none of this is a requirement or sure indicator of a good Citizen Architect.  All Content Creators will receive training where we will provide the guidance to become familiar with the tools and best practices to quickly become proficient at building SpiceCSM process workflow.  We provide “working” training content which serves as an interactive guide providing an overview of each of the core components of the Visual Process Editor and was built to run directly from the Process Editor tool itself.  So, even beyond training, content managers have access to documentation with samples that can be referenced or even copied into personalized workflows.  Within a week or two a Citizen Architect is typically comfortable using the platform and can create basically any workflow, understanding the core concepts of developing workflows and starting to apply their own best practices to their workflows.

SpiceCSM doesn’t take a massive amount of resources to deploy, and the software is designed specifically around ease of implementation and development for non-technical business users.  Our platform empowers each of the stakeholders to contribute in a way that’s best suited for their role and knowledge.  Developers can leverage our low-code Process Editor to quickly and easily build comprehensive integrations.  Citizen Architects can, without any coding, apply their subject matter expertise to designing the standard operating procedures that define how users interact with data and use those integrations.  Simply put, SpiceCSM is a platform built to make things easier for everyone.

Don’t forget to head on over to our Blog to read more about Digital Transformation.  If you want to learn more about how SpiceCSM is helping transform organizations and customer experiences, contact us for more information.

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Chris Giardina
Chris Giardina
Contact center professional with over 10 years of experience in various roles from Agent to Director and everything in between.

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