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Product management 101

Product management 101

A presentation I gave to the Immigration, Refugees and Citizenship Canada project management community.

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kyliehavelock

July 12, 2018
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Transcript

  1. Product Management Principles for user-centred delivery @kyliehavelock

  2. The Canadian Digital Service is about making it faster, simpler,

    and easier for people to access government services
  3. “Make the good path the easy path.” Hillary Hartley Deputy

    Minister & Chief Digital Officer Government of Ontario
  4. What’s our context?

  5. None
  6. Government’s job is dealing with problems that nobody else wants

    to deal with
  7. PHYSIOLOGICAL SAFETY BELONGING + LOVE ESTEEM SELF ACTUALISATION GOVERNMENT

  8. None
  9. None
  10. None
  11. User needs (not government needs)

  12. have no one to care for their children can’t take

    the day off work, or can’t afford to have a work trip, or need to visit family Families Workers Travellers
  13. 23 major language families

  14. 190 countries of origin

  15. 11% more likely to access government services online

  16. Problems to solve (not solutions)

  17. Number of requests to reschedule per year 1,488 in the

    Vancouver office alone
  18. 50% request to reschedule within 1 day

  19. 50% request to reschedule within 1 day 71% request to

    reschedule within 7 days
  20. 12,740 call centre enquiries related to citizenship from the Vancouver

    area
  21. 7 delivery channels

  22. 5% don’t have an email address

  23. Products (not projects)

  24. Vision A clear, simple and fast service that allows future

    citizens to reschedule their test for a time that meets their needs Facilitate effective communication between call centre and local office staff Build the foundations for further service transformation
  25. TARGET GROUP NEEDS PRODUCT BUSINESS GOALS VISION Which market or

    market segment does the product address? Who are the target customers and users? What problem does the product solve? Which benefit does it provide? What product is it? What makes it stand out? Is it feasible to develop the product? How is the product going to benefit the company? What are the business goals? THE PRODUCT VISION BOARD What is your purpose for creating the product? Which positive change should it bring about? This work is licensed under a Creative Commons Attribution-ShareAlike 3.0 Unported License www.romanpichler.com Template version 05/17
  26. Name/version Name/version Name/version Name/version DATE The release date or timeframe

    GOAL The reason for creating the new release FEATURES The high-level features necessary to meet the goal METRICS The metrics to determine if the goal has been met This work is licensed under a Creative Commons THE GO PRODUCT ROADMAP Date or timeframe Features Metrics Goal Date or timeframe Features Metrics Goal Date or timeframe Features Metrics Goal Date or timeframe Features Metrics Goal NAME The name of the new release www.romanpichler.com Template version 10/16
  27. None
  28. Lead and coach (not manage)

  29. None
  30. None
  31. Continuous improvement (no ‘big bang’ releases)

  32. None
  33. I’m a product manager, Ask me anything @kyliehavelock