» Mind The Product pivoted in 8 weeks, then spent the next 8 months refining the concept

» When working remotely, post information in at least 3 places to ensure everyone sees it

» Pivots that align with the existing corporate vision tend to be more successful

» The shift to digital during the COVID-19 pandemic will not be as sticky as some assume

» Change in your organisation may be inhibited by a small number of constraints

» Your product, your company is always part of a wider ecosystem

» A product strategy needs to be clear on what metrics to focus on and how to move them

» Finding product-market fit is the beginning, not the end

» Identify the key stakeholders whom you need to trust you and collaborate with you regularly

» Understand the real reason for anger – whether in others or ourselves

» Remember where stakeholders’ help starts and ends

» To be trusted, you need to demonstrate your competence

» Problems come and go, but culture is forever

» Psychological safety presents a new set of social norms

» Product managers should be at the forefront of helping organisations to do things better for people

» The corporate vision explains why the company exists

» Open forums and communication lines between teams helps to maintain alignment

» Customers are seeking more value from digital technologies — “liquid experiences”

» Services by nature don’t always fit current organisational structures

» Service design and business analyst roles require a different type of focus and mindset

» Key to becoming a service designer is not finding a new job, but transforming your current job

» “Seamless services” means bringing together people from across professional boundaries

» Product managers must understand the impact of their products on society as a whole

» Now is the time to push for broader product management accountability

» No company, individual or set of activities, yet provides a clear-cut example of ethical best practice

» What we build must not be at the cost of another group’s needs

» Nothing in traditional product training prepares you for making ethical decisions

» Avoid waste by by first researching “shallow” user personas then progressively elaborating as needed

» Product managers can and should conduct user research when demand outstrips the researchers available

» Connect user personas to people’s actual goals for more emotional impact

» Good interviewers listen, not talk