1. Lessons Learned Becoming a
Product-Centric Organisation
Toby Sinclair
Executive Director - Strategy and Transformation
Any opinions or personal views expressed are my own and not those of JPMC

2. Context
● 1,500 People
● Technology Organisation
● Customers mainly Internal Employees
● 40+ “Products”
● The Why?
○ Improvement to Customer Satisfaction
○ Reduce Delivery Time
● 3 Year Journey

3. Key Takeaway:
How Product definition
influences organisational
effectiveness

4. Anti-Patterns
Anti-patterns are common
solutions to common problems
where the solution is ineffective
and may result in undesired
consequences.
Patterns
A pattern is a repeatedly
applicable solution to a problem
that arises in a specific context.

5. Anti-Pattern:
Product =
Application

6. Pattern:
Product =
Customer Need

7. Anti-Pattern:
Structure drives
Product

8. Pattern:
Product drives
Structure

9. Focus on getting the first two patterns
right….
Product = Customer Need
Product Drives Structure

10. Anti-Pattern:
Technology
Product Managers

11. Pattern:
Product “People”

12. Anti-Pattern:
Product Person
as Mini-CEO

13. Pattern:
Product
Partnership

14. Anti-Pattern:
Technology Backlog

15. Pattern:
Product Backlog

16. Anti-Patterns
Product = Application
Structure Drives Product
Technology Product Managers
Product Person as Mini-CEO
Technology Backlog
Patterns
Product = Customer Need
Product Drives Structure
Product “People”
Product Partnership
Product Backlog

17. Patterns expressed in a sequence of steps:
1. Define your Product in terms of a broad customer need
2. Design a structure that aligns to this broader customer need and is adaptive
to respond to customer changes
3. Hire or Develop Product Management Professionals to do Product roles
4. Focus on building strong relationships between Product, Engineering and
other key stakeholders
5. Establish a Product Backlog that contains mainly items described based upon
value they provide customers

18. The Result
● 3 Products
○ Collaboration and Communication
○ Workplace
○ Engagement
● 2 Support Groups
○ Help Desk
○ Workplace Services (Physical Installs)
● Outcomes:
○ Fewer, more empowered Product People
○ Increased Customer Satisfaction (NPS)
○ Reduced Duplication
○ Reduced Delivery Time

19. Focus on getting the first two patterns
right….
Product = Customer Need
Product Drives Structure