How do you make changes to a product that millions of customers are already using? A product that your internal stakeholders like policy and ops depend on working a certain way? Product managing a mature product is a very different beast from building one from scratch. It requires patience, perseverance and partnerships. In her talk, Parul Goel, a Product Leader at PayPal discusses unique challenges evolving a mature product poses, and shares a few practical lessons she has learned to get ahead of them.

1. Evolving a
Mature
Product
P A R U L G O E L

2. Resolution Center
• Dispute/Chargeback management
portal
• Among the top 5 most painful
experiences on PayPal
Goal: To rewrite E2E resolution experience

3. Inertia
Bring the attention of your audience over a
key concept using icons or illustrations
3
#1: Resistance

4. What would I do differently?
1 2 3
Manage my
expectations
Educate
myself
Get buy in
into problem
statement &
KPIs

5. 5
#2: Baggage

6. What would I do differently?
1 2 3
Ready to
make tough
decisions
Clarity on
business
goals
Have a
robust phase
out strategy

7. 7
#3: Tunnel Vision

8. What would I do differently?
1 2 3
Define my
role broader
Zoom out Avoid
incremental
innovation

9. Reimagine

10. Questions

11. 11
Appendix

12. Resistance 12

13. The Upside
• A proven business case
• Customers
• Data

14. What would I do differently?
1 2 3
Manage my
expectations
Educate
myself
Get buy in
into problem
statement &
KPIs

15. What would I do differently?
1 2 3
Ready to
make tough
decisions
Clarity on
business
goals
Have a
robust phase
out strategy