{"slug":"strategy/product-strategy/product-architecture","title":"IntegrateWise: Full Product Delivery Architecture","section":"strategy","sectionLabel":"Strategy","status":"unclassified","type":"document","path":"strategy/product-strategy/product-architecture.mdx","bytes":17292,"description":null,"updated":null,"source":"integratewise/Integratewise-docs-wiki","content":"\n## The Core Insight\n\nUsers don't buy \"L1\" or \"L2.\" They buy **outcomes**.\nThe product must feel like ONE unified workspace where intelligence emerges naturally from work — not two separate products glued together.\n\n---\n\n## Product Layers (User-Facing, Not Code-Facing)\n\n```\n┌─────────────────────────────────────────────────────────────┐\n│                    UNIFIED SHELL                             │\n│  (Login → Onboarding → Command Center / Today View)         │\n│                    Always-On Twin (⌘K)                       │\n├─────────────────────────────────────────────────────────────┤\n│                                                             │\n│  ┌─────────────────┐    ┌─────────────────────────────────┐ │\n│  │   WORKBENCH     │    │      COGNITIVE OVERLAY          │ │\n│  │   (L1 Surface)  │◄──►│      (L2 Surface)               │ │\n│  │                 │    │                                 │ │\n│  │ • Domain Views  │    │ • Spine Health   • Memory       │ │\n│  │ • Entity Cards  │    │ • Signals Feed   • Think Queue  │ │\n│  │ • Metrics/KPIs  │    │ • Trust Score    • Insights     │ │\n│  │ • Kanban/Timeline│   │ • Recommendations• Governance   │ │\n│  │ • Action Bar    │    │ • Predictions    • Decisions    │ │\n│  └─────────────────┘    └─────────────────────────────────┘ │\n│           ▲                          ▲                      │\n│           └──────────┬───────────────┘                      │\n│                      │                                      │\n│              PROJECTION ENGINE                             │\n│         (useProjection() — RBAC-filtered,                 │\n│          schema-governed, tenant-scoped)                   │\n│                                                             │\n├─────────────────────────────────────────────────────────────┤\n│                    CONNECTOR LAYER                          │\n│     Goals/OKRs ←──→ Metrics/KPIs ←──→ Tools ←──→ Product  │\n├─────────────────────────────────────────────────────────────┤\n│                     THE SPINE (SSOT)                        │\n│   (Cloudflare D1 + KV + R2 + Vectorize + AI Search + DO)    │\n└─────────────────────────────────────────────────────────────┘\n```\n\n---\n\n## How the User Experiences It\n\n### 1. Entry: Contextual Landing\n\nUser logs in → lands on **Today View** (not a generic dashboard).\n\n| Role      | Lands On           | Sees First                                               |\n| --------- | ------------------ | -------------------------------------------------------- |\n| CSM       | CS Today           | At-risk accounts, renewals this week, pending approvals  |\n| TAM       | TAM Today          | Platform alerts, integration sync failures, SLA breaches |\n| Sales Rep | Sales Today        | Open deals, pipeline gaps, follow-up reminders           |\n| BizOps    | Ops Command Center | Cross-domain health, workflow status, anomalies          |\n| Founder   | Strategic Hub      | All-domain KPI strip, initiative health, cash burn       |\n\n**Key principle:** No user ever lands on \"a dashboard.\" They land on **their work context**.\n\n### 2. Persistent Twin (Always-On AI)\n\n- Position: Right sidebar, collapsible\n- Context: Scoped to current domain + entity + user role\n- Capabilities: Ask, Act, Analyze, Draft, Navigate\n- Memory: Work conversations (domain-scoped) + Personal (user-scoped)\n\n### 3. L2 Drawer (⌘J) — Intelligence On Demand\n\n- Bottom sheet, toggled via keyboard\n- 5 tabs: Spine Health | Signals | Think | Trust | Memory\n- Content adapts to: current domain, selected entity, user role\n- NOT a separate product — it's \"thinking about my current work\"\n\n### 4. Workbench → The Work Surface\n\n- Domain-specific workbench (CS, Sales, BizOps, etc.)\n- Tabs: **Work** (my scope) | **Org** (cross-team rollup) | **Personal** (my space)\n- Connector layer visible: Goals, Metrics, Tools, Product\n\n### 5. Cross-Domain Navigation (BizOps / Founder)\n\n- BizOps sees all departments via prefixed routes (`sales--pipeline`, `cs--accounts`)\n- Founder sees strategic rollup across all domains\n- Navigation groups: Ops Core | Utilities | [Department 1] | [Department 2] | ... | Happy Path | Admin\n\n---\n\n## Account Success + TAM: The Two-Lens Model\n\n```\n┌─────────────────────────────────────────────────────────────┐\n│              CUSTOMER SUCCESS DOMAIN                         │\n├─────────────────────────────┬───────────────────────────────┤\n│      ACCOUNT SUCCESS         │      TAM (TECHNICAL)          │\n│      (Commercial Lens)       │      (Technical Lens)         │\n├─────────────────────────────┼───────────────────────────────┤\n│ • Renewals & Expansion       │ • Platform Health             │\n│ • Health Scores (business)   │ • API Portfolio               │\n│ • NPS & Sentiment            │ • Integration Sync Health     │\n│ • Engagement Timeline        │ • SLA Compliance              │\n│ • Success Plans              │ • Capability Maturity         │\n│ • Risk Register (commercial) │ • Risk Register (technical)   │\n│ • ARR/ACV Tracking           │ • Usage Adoption              │\n│ • QBRs & Exec Sponsors       │ • Environment Health          │\n├─────────────────────────────┼───────────────────────────────┤\n│ Metrics: ARR, Health, NPS    │ Metrics: Uptime, Latency,     │\n│          Renewals, Churn     │          Error Rate, MTTR     │\n├─────────────────────────────┼───────────────────────────────┤\n│ Entities: account_master,    │ Entities: platform_health,    │\n│   engagement_log, risk,      │   api_portfolio, capability,  │\n│   success_plan, task_item    │   technical_asset, value_stream│\n├─────────────────────────────┼───────────────────────────────┤\n│ Think Lens: \"account_success\"│ Think Lens: \"tam\"             │\n├─────────────────────────────┼───────────────────────────────┤\n│ CSM Persona                  │ TAM / Solutions Architect     │\n│ VP Customer Success          │ VP Engineering / CTO          │\n└─────────────────────────────┴───────────────────────────────┘\n```\n\n### Shared Surface\n\nBoth lenses share:\n\n- **Account Context** — same account, different facets\n- **Timeline** — engagements (commercial) + incidents (technical) merged\n- **Twin** — \"Tell me about Acme Corp\" → returns both commercial + technical summary\n- **Governance Queue** — same approval pipeline\n\n### Navigation in CS Domain\n\n```\nCustomer Success\n├── Account Success (commercial)\n│   ├── Today\n│   ├── Accounts Hub\n│   ├── Renewals\n│   ├── Health Scores\n│   ├── Success Plans\n│   ├── Engagements\n│   └── Risks\n├── Technical Account Management\n│   ├── TAM Today\n│   ├── Platform Health\n│   ├── API Portfolio\n│   ├── Integrations\n│   ├── Usage Adoption\n│   └── Capabilities\n└── Shared\n    ├── Intelligence Center\n    ├── Strategic Account View\n    └── Company Growth\n```\n\n---\n\n## How to Deliver the Full Product\n\n### Option A: Role-Based Entry (Recommended)\n\n```\nUser signs up → Selects role → Lands on role-specific Today view\n                     │\n        ┌────────────┼────────────┐\n        ▼            ▼            ▼\n    CSM View    TAM View    Founder View\n   (cs-today)  (tam-today) (strategic-hub)\n```\n\n**Pros:** Immediate relevance, no overwhelm\n**Cons:** Users with multiple hats need switching\n\n### Option B: Domain-First Entry\n\n```\nUser signs up → Picks primary domain → Sees domain workbench\n                        │\n              ┌─────────┴─────────┐\n              ▼                   ▼\n      Customer Success      Business Operations\n              │\n      ┌───────┴───────┐\n      ▼               ▼\nAccount Success   TAM\n```\n\n### Option C: Unified Command Center (BizOps / Founder Only)\n\n```\nFounder/BizOps user → Lands on Ops Command Center\n                              │\n              ┌───────────────┼───────────────┐\n              ▼               ▼               ▼\n        Health Rings    Cross-Domain    Action Queue\n                        Signals\n```\n\n---\n\n## Recommended Delivery: Hybrid Model\n\n```\n┌─────────────────────────────────────────────────────────────┐\n│  SIGNUP / ONBOARDING                                        │\n│  • Company profile                                          │\n│  • Invite team                                              │\n│  • Pick primary domain (can change later)                   │\n└─────────────────────────────────────────────────────────────┘\n                            │\n                            ▼\n┌─────────────────────────────────────────────────────────────┐\n│  TODAY VIEW (Personalized Entry)                            │\n│  • Role-scoped KPI strip                                    │\n│  • Pending actions (HITL queue)                             │\n│  • AI insights for YOUR scope                               │\n│  • Quick nav to all domains you have access to              │\n└─────────────────────────────────────────────────────────────┘\n                            │\n              ┌─────────────┼─────────────┐\n              ▼             ▼             ▼\n┌─────────────────┐ ┌─────────────┐ ┌─────────────────┐\n│   WORKBENCH     │ │  L2 DRAWER  │ │  TWIN SIDEBAR   │\n│   (Your Work)   │ │  (⌘J Intel) │ │  (Ask/Act/Do)   │\n│                 │ │             │ │                 │\n│ Domain-specific │ │ • Signals   │ │ Domain-aware    │\n│ Entity views    │ │ • Think     │ │ chat with       │\n│ Metrics/KPIs    │ │ • Memory    │ │ memory          │\n│ Action surfaces │ │ • Trust     │ │                 │\n└─────────────────┘ └─────────────┘ └─────────────────┘\n              │             │             │\n              └─────────────┴─────────────┘\n                            │\n              ┌─────────────┴─────────────┐\n              ▼                           ▼\n┌───────────────────────┐   ┌───────────────────────────┐\n│  CROSS-DOMAIN ACCESS  │   │  CONNECTOR LAYER          │\n│  (BizOps / Founder)   │   │  Goals · Metrics · Tools  │\n│                       │   │  · Product                │\n│ Prefix routes:        │   │                           │\n│ sales--pipeline       │   │ Links work to outcomes    │\n│ cs--accounts          │   │ and tools                 │\n│ finance--forecast     │   │                           │\n└───────────────────────┘   └───────────────────────────┘\n```\n\n---\n\n## Account Success + TAM: Recommended UI\n\nIn the CS domain, present **two primary tabs** at the workbench level:\n\n```\n┌─────────────────────────────────────────────────────────────┐\n│  Customer Success Workbench                                 │\n│                                                             │\n│  [ Account Success ] [ TAM ] [ Org ] [ Personal ]          │\n│                                                             │\n│  ┌─────────────────────────────────────────────────────┐   │\n│  │  When Account Success is active:                     │   │\n│  │  • KPIs: ARR, Health, Renewals, NPS, Expansion      │   │\n│  │  • Entities: Accounts, Engagements, Success Plans   │   │\n│  │  • Think lens: \"account_success\"                    │   │\n│  │  • Twin context: \"You are helping a CSM...\"         │   │\n│  └─────────────────────────────────────────────────────┘   │\n│                                                             │\n│  ┌─────────────────────────────────────────────────────┐   │\n│  │  When TAM is active:                                 │   │\n│  │  • KPIs: Uptime, SLA%, API Health, Latency, Errors  │   │\n│  │  • Entities: Platform Health, APIs, Integrations    │   │\n│  │  • Think lens: \"tam\"                                │   │\n│  │  • Twin context: \"You are helping a TAM...\"         │   │\n│  └─────────────────────────────────────────────────────┘   │\n│                                                             │\n│  Shared: Connector Layer (Goals, Metrics, Tools, Product)   │\n│  Shared: L2 Drawer adapts to active lens                    │\n│  Shared: Twin remembers both contexts                       │\n└─────────────────────────────────────────────────────────────┘\n```\n\n---\n\n## Technical Implementation Path\n\n1. **Workbench Tabs** — Add lens selector to `CSWorkbench` (Account Success | TAM)\n2. **Projection Filter** — `useProjection()` accepts optional `lens` param\n3. **Think Routing** — Already routes to `account_success` vs `tam` lens\n4. **Navigation** — Add TAM section to CS `workspace-config.ts`\n5. **Content Router** — Map `tam-*` routes in account-success domain\n6. **Entity Types** — TAM workbench tracks technical entities\n7. **Metrics** — TAM metrics surfaced in connector layer\n"}