Internal-Facing Products Don't Have to Be Bad - ProductTank

Customer-facing products often have internal-facing tools. There’s the tendency to not think of them as products, and give them just enough attention to produce a low-quality tool that “kind of does the trick” - even when they support a critical part of the service the product provides. The idea of this talk is to use real examples of internal-facing products and explain why it makes sense to give them the same treatment as customer-facing ones, and how to ensure they’re valued throughout the company.

Transcript

1. Internal-Facing
   Products Don’t Have
   to Be Bad
   -
   João Craveiro, Senior Product Manager
   ProductTank Lisbon - Sep 2019
   Photo by
   Tatiana Lapina
   on Unsplash
   @jpgcc_
   

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2. @jpgcc_
   

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3. @jpgcc_
   

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4. Identity verification
   at the speed of life.
   san francisco . new york . london . lisbon . paris . new delhi . singapore
   

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5. Internal-Facing
   Product
   @jpgcc_ Photo by Krisjanis Mezulis on Unsplash
   

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6. Product
   

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7. João Craveiro, “Marty meets Martin: connecting the two triads of
   Product Management” (https://jpgcc.eu/blog/marty-meets-martin/)
   UX Tech
   Business
   Product
   @jpgcc_
   usable
   feasible
   valuable
   Find the UX that matches the customer’s Job
   To Be Done, and deliver that experience
   Achieve business goals in exchange
   for delivering value to the customer
   Can we build (and maintain) with
   available technology and cost
   compatible with business goals?
   Is there anything here
   that would not apply to
   an internal-facing
   product?
   

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8. Strategy
   

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9. Why?
   What?
   How?
   @jpgcc_
   Eric Ries, The Lean Startup (2011)
   Vision
   Product
   Strategy
   

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10. @jpgcc_
    Product
    Company
    Vision
    Business
    Strategy
    Strategy
    P
    Vision
    

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11. Solution Ideas
    Product KPIs
    @jpgcc_
    Overarching goal
    Company goals
    Company KPIs
    Desired outcomes
    Opportunity
    Solution
    Tree
    Teresa Torres
    OKRs
    Product vision /
    /Team mission
    Opportunities
    Experiments
    

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12. Team
    Cross-functional
    Mission-driven
    Long-lived
    @jpgcc_
    Photo by
    Chris Slupski on Unsplash
    

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13. Users
    

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14. It’s not like
    they can use
    something else
    (Or can they?...)
    Photo by JJ Ying on Unsplash
    @jpgcc_
    

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15. Humans
    Be fair
    Be ethical
    @jpgcc_ Photo by Annie Spratt on Unsplash
    

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16. Meet your users
    ey’re right there!
    If not...
    Photo by NESA by Makers on Unsplash
    @jpgcc_
    

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17. GO and
    meet your users
    (At least
    periodically.)
    Photo by Dushyant Chaturvedi on Unsplash
    @jpgcc_
    

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18. Take your team
    with you!
    @jpgcc_
    Photo by
    Chris Slupski on Unsplash
    

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19. Stakeholders
    

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20. Keep
    satisfied
    Manage
    closely
    Monitor
    Keep
    informed
    Interest
    Power
    High Interest
    Stakeholders
    

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21. May try to
    manage the
    product/team
    Photo by Cherylyn Ang on Unsplash
    @jpgcc_
    

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22. Can be your
    best allies
    @jpgcc_
    @jpgcc_ Photo by Farzad Mohsenvand on Unsplash
    

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23. Protect the team
    by exposing
    the team
    Photo by Gift Habeshaw on Unsplash
    @jpgcc_
    

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24. Prioritisation
    @jpgcc_
    Photo by Nicolas Tissot
    on Unsplash
    

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25. Data driven
    -informed
    Photo by
    Stephen
    Dawson on
    Unsplash
    @jpgcc_
    

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26. “Not now,
    because…”
    Photo by Will H McMahan on Unsplash
    @jpgcc_
    

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27. Clear
    expectations
    @jpgcc_
    @jpgcc_ Photo by Etienne Boulanger on Unsplash
    

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28. Keep
    satisfied
    Manage
    closely
    Monitor
    Keep
    informed
    Interest
    Power
    Low Interest
    Stakeholders
    

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29. If they’re
    stakeholders,
    why aren’t they
    interested?
    @jpgcc_
    @jpgcc_ Photo by Melanie Dretvic on Unsplash
    If they’re not
    interested,
    what stake do
    they hold?
    

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30. Bigger
    fish
    to
    fry
    @jpgcc_ Photo by lalo Hernandez on Unsplash
    

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31. They have another
    piece of the pie
    (and they want more…)
    @jpgcc_
    @jpgcc_ Photo by Hugo Aitken on Unsplash
    

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32. They’re the ones
    who cut &
    serve the pie
    @jpgcc_
    @jpgcc_ Photo by Hugo Aitken on Unsplash
    

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33. Blow the
    team’s
    @jpgcc_
    @jpgcc_ Photo by Etienne Boulanger on Unsplash
    

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34. Execution
    

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35. You’ll always
    have less
    People | Budget | Time
    @jpgcc_
    @jpgcc_ Photo by Sorry imKirk on Unsplash
    

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36. Focus
    @jpgcc_
    @jpgcc_ Photo by Paul Skorupskas on Unsplash
    

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37. Outcome
    over
    Output
    @jpgcc_
    @jpgcc_ Photo by Austin Distel on Unsplash
    

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38. Team
    Cross-functional
    Mission-driven
    Long-lived
    Product-oriented
    @jpgcc_
    Photo by
    Chris Slupski on Unsplash
    

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39. @jpgcc_
    @jpgcc_ Photo by Alexander Mils on Unsplash
    

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40. Internal-Facing
    Products Don’t Have
    to Be Bad
    -
    João Craveiro, Senior Product Manager
    ProductTank Lisbon - Sep 2019
    Photo by
    Tatiana Lapina
    on Unsplash
    @jpgcc_
    This was...
    

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41. João Craveiro
    Senior Product Manager
    https://
    jpgcc.eu
    https://twitter.com/
    @jpgcc_
    BLOG
    https://linkedin.com/in/
    jpgcc
    

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