Product Management Principles for user-centred delivery @kyliehavelock

The Canadian Digital Service is about making it faster, simpler, and easier for people to access government services

“Make the good path the easy path.” Hillary Hartley Deputy Minister & Chief Digital Officer Government of Ontario

What’s our context?

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Government’s job is dealing with problems that nobody else wants to deal with

PHYSIOLOGICAL SAFETY BELONGING + LOVE ESTEEM SELF ACTUALISATION GOVERNMENT

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User needs (not government needs)

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

23 major language families

190 countries of origin

11% more likely to access government services online

Problems to solve (not solutions)

Number of requests to reschedule per year 1,488 in the Vancouver office alone

50% request to reschedule within 1 day

50% request to reschedule within 1 day 71% request to reschedule within 7 days

12,740 call centre enquiries related to citizenship from the Vancouver area

7 delivery channels

5% don’t have an email address

Products (not projects)

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

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

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

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Lead and coach (not manage)

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Continuous improvement (no ‘big bang’ releases)

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I’m a product manager, Ask me anything @kyliehavelock