52: It only takes one bottleneck

I’m writing about one hundred things I’ve learned as a product manager.

I was working for a month in Australia a little while ago. On my arrival I was initially really impressed by the slick service design of their automated SmartGate immigration process. Until I found myself back to having to fill in declaration cards with a pen, that is. It just goes to show that good design work can be easily undermined by one poorly thought-out step in the process.

(In a rare flash of common sense, I thou...