52: It only takes one bottleneck

600x712_SmartGates AustraliaI’m writing about one hundred things I’ve learned as a product manager.

I was working for a month in Australia a little while ago. On my arrival I was initially really impressed by the slick service design of their automated SmartGate immigration process. Until I found myself back to having to fill in declaration cards with a pen, that is. It just goes to show that good design work can be easily undermined by one poorly thought-out step in the process.

(In a rare flash of common sense, I thought it prudent to publish this article some time after I’d safely made it back to the UK. Y’know, just in case…)

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Should I start a bank?

If you’ve ever attempted to use a business bank account, you’ll probably already know that their customer service is Byzantine and could be more accurately called customer disservice. You’ll probably already know that their online banking services look like they were built by a committee of people who have never used the internet.

You’ll certainly know that if you make a slight cashflow slip, you’ll pay through the nose in fines, yet if the bank makes a ‘slip’ – or in this case, knackers their online business banking for the first two working days of 2016 – you won’t even get an apology to begin with:

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50: A novice’s introduction to service design for product managers

I’m writing about one hundred things I’ve learned as a product manager.

I’m no expert on service design, but it’s an area I’m curious to learn more about. This is a novice’s introduction to service design for product managers.

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