Navigating the problem space in digital product management
Government agencies are under constant pressure to modernize services, yet too often digital projects fail because the problem space was not fully explored before building solutions. When the problem definition is unclear, government ministries and agencies risk investing in technology that does not meet citizen needs, creates inefficiencies, or even erodes public trust. This presentation will highlight the pitfalls of inadequate problem space analysis and introduce a practical framework designed to help public sector leaders ensure that digital investments directly address the right problems. Drawing on lessons from digital product management, corporate innovation, and entrepreneurship, this session will introduce a practice framework that integrated five complementary lenses:
- Jobs-to-be-Done (task perspective): Clarifying what “job” citizens or staff are trying to get done.
- Design Thinking (user perspective): Understanding the lived experiences of diverse populations.
- Digital Business Model (agency perspective): Ensuring solutions align with mandates, funding models, and long-term sustainability.
- Technology Scan (technology perspective): Assessing available and emerging tools to prevent costly misalignment.
- Ethical Scan (societal perspective): Anticipating risks and opportunities for equity, accessibility, and transparency.
Through real-world examples of government service failures and recoveries, participants will see how applying these perspectives upfront can reduce waste, improve adoption, and strengthen citizen trust. The session will be interactive, offering a quick case exercise to demonstrate how to reframe a problem through these five lenses. Attendees will leave with a repeatable toolkit for clarifying problem spaces, supporting evidence-based decision making, and ultimately delivering more responsive, ethical, and effective public services.
