Paul Shetler is digitizing the UK Ministry of Justice. He discusses four things he has learned: 1) focus on delivering products, not projects; 2) see users as users rather than customers; 3) prioritize people over profits; 4) show capabilities, don't just tell about them. He also summarizes what they are delivering, including 16 digital products across courts, prisons, legal aid and other areas, with the goal of deeper digital inclusion and improved user journeys across the justice system. The document relates one user's frustrating experience trying to access and submit court forms online.