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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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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