To shift a services-oriented company to a product mindset, frame productization as a competitive advantage. Repeatable, productized solutions offer greater market differentiation than purely custom builds, leading to more effective competition and new deal wins. This tangible benefit helps secure buy-in from sales and leadership.

Project-based companies operate on a cash flow mindset, accepting any custom work that brings in immediate revenue. A true product company uses an investment mindset, strategically saying 'no' to short-term revenue to invest in building a scalable asset that can win a market long-term.

Engineering often defaults to a 'project mindset,' focusing on churning out features and measuring velocity. True alignment with product requires a 'product mindset,' which prioritizes understanding the customer and tracking the value being delivered, not just the output.

Unlike private sector products that target specific demographics, government digital services must cater to an extremely diverse user base, including people with low income, no permanent address, and vast age differences. This necessitates a rigorous, non-assumptive approach to user research and accessibility from the outset.

In siloed government environments, pushing for change fails. The effective strategy is to involve agency leaders directly in the process. By presenting data, establishing a common goal (serving the citizen), and giving them a voice in what gets built, they transition from roadblocks to champions.

Instead of large, multi-year software rollouts, organizations should break down business objectives (e.g., shifting revenue to digital) into functional needs. This enables a modular, agile approach where technology solves specific problems for individual teams, delivering benefits in weeks, not years.

The pivot from a pure technology role (like CTO) to product leadership is driven by a passion shift. It's moving from being obsessed with technical optimization (e.g., reducing server costs) to being obsessed with customer problems. The reward becomes seeing a customer's delight in a solved problem, which fuels a desire to focus entirely on that part of the business.

Creating products customers love is only half the battle. Product leaders must also demonstrate and clearly communicate the product's business impact. This ability to speak to financial outcomes is crucial for getting project approval and necessary budget.

Unlike many private sector roles, a state CPO serves two distinct customer bases. They build B2C digital services directly for constituents while also developing a B2B platform-as-a-service to be adopted by other state agencies, requiring separate strategies for product marketing and adoption.