Thinking in products and services, not projects

A project approach delivers a fixed output within time and budget. It works for construction or physical infrastructure. But in public services it often leaves gaps. A service may launch on time but fail soon after if needs change. 

A product mindset helps teams keep services useful. It focuses on outcomes for users, not just outputs for organisations. Teams stay with the service, improve it regularly and respond to feedback.

A product mindset helps teams focus on solving real user problems and creating lasting value, not just finishing tasks.

A project mindset means:

• temporary teams brought together for a fixed task
• success measured by delivery against scope, time and budget
• closure and handover at the end
• focus on outputs: features or deliverables promised at the start 

A product mindset means:

• long-lived teams that stay with the service
• success measured by value for users and organisations
• regular releases and updates based on feedback
• focus on outcomes: the difference the service makes in people’s lives

Projects deliver once. Products keep delivering.

Public services face constant change. User needs, policies, funding and technology shift quickly while many organisations have limited capacity.

A product mindset helps teams:

• adapt when user needs change
• build and keep knowledge and skills within the team
• reduce risk by improving little and often
• measure success in terms of satisfaction, trust and outcomes, not just deadlines
• helps align the work with your organisation’s objectives

Project thinking works when the goal is fixed, for example:

• building a school, road or hospital wing
• installing infrastructure that will not change often

Product thinking is essential when running or improving a service, for example:

• an online benefits application that must respond to policy changes
• a health advice site that needs regular updates
• a booking system that should improve through user feedback

In these cases, treating the service as products makes sure it’s fit for purpose and continues to meet people’s needs over time.

• Understanding and adopting Agile language