#UserCentredAndInclusiveInnovation: With great power comes great responsibility — The product manager’s dilemma

Product managers (PMs) sit at the crossroads of innovation, business goals, and ethical responsibility in the fast-paced tech world. Their choices can shape behaviours, influence societies, and impact lives.

Consider the case of XYZ Corp. Initially, its algorithm was designed to maximise engagement, and it worked. But soon, unintended consequences emerged. This wasn’t just a user experience issue; it was a product responsibility issue.

The product team at XYZ Corp. faced a crucial decision—continue prioritising engagement at all costs or take responsibility for its impact and prioritise ethical and responsible product management. They chose the latter. They took a step back and asked: Are we truly solving problems for our users, or are we creating new ones?

So, how could responsible product management have changed the course?

Empathy: The cornerstone of ethical product management

The best product managers don’t just build for users; they empathise with them. Empathy means ‘walking a mile in their shoes,’ understanding their needs, and anticipating unintended consequences. Ethical PMs go beyond engagement; they ask whether their product improves the user’s life. One way to cultivate empathy is through active listening – not just hearing what customers say but deeply understanding their frustrations, motivations, and unspoken concerns.

XYZ Corp. could have implemented more safeguards if it had prioritised long-term user well-being over short-term engagement.

Balancing business and ethics: The conflicting demands

The temptation to prioritise growth at all costs is real. But ethical product management isn’t just about market penetration; it’s about ensuring that what you’re scaling is good for users and society. Ethical product principles should guide decision-making at every level. By embedding ethical considerations into the product lifecycle, PMs can ensure that responsibility is not an afterthought. Teams should be encouraged to openly discuss ethical trade-offs, even when it’s hard.

A framework like ethical impact assessments could have helped XYZ Corp. anticipate the risks of its algorithm early on.

Transparency builds trust: Open, curious and generous

Trust is a company’s most valuable currency. Users should understand how a product works, especially when it involves their data, privacy, or personal choices. Algorithmic transparency—explaining why users see certain content—can help mitigate unintended concerns.

The best PMs are not only curious and tech-savvy but also humble enough to admit mistakes. They choose transparency over damage control and share their learnings with the broader product community.

Short term vs long term

Short-term engagement (revenue) spikes shouldn’t come at the cost of long-term brand trust. Ethical decisions may not always align with immediate KPIs, but they future-proof a product and a company’s reputation.

Coming back to the case of XYZ Corp., stakeholders pushed for more engagement to drive revenue, but the product team stood firm. They needed a balance between business goals and user well-being. They adjusted notifications, introduced healthy usage nudges, and redesigned features to encourage mindful interaction rather than compulsive checking.

The outcome? The app’s average session time decreased, but user retention and satisfaction improved. The company’s reputation as a trustworthy brand strengthened. Investors recognised the value of long-term, sustainable engagement over short-term spikes.

Responsible product management isn’t just about launching successful products; it’s about building solutions that are ethical, sustainable, and beneficial for all stakeholders. It’s about shaping impact. It’s about making tough choices, advocating for users, and ensuring that products serve rather than exploit. The best product managers don’t just ask, ‘Can we build this?’ but also, ‘Should we build this?’