I'm Will Chan, a product leader with a decade of experience building and scaling SaaS products in complex, regulated environments. I specialise in improving activation and adoption across AI-enabled workflows, translating user insight and event data into measurable business outcomes.
I've worked across startups, scale-ups, and established product organisations in both Australia and the UK, across highly regulated and fast-moving domains. This range has shaped how I approach product work: adapting to different levels of product maturity, navigating varying constraints, and scaling practices that work whether a team is shipping its first product or supporting thousands of customers.
Across these roles, I've consistently been drawn to product problems where clarity is missing and trade-offs are unavoidable — complex workflows, incomplete data, and teams under pressure to deliver outcomes quickly. My focus has been on creating alignment, simplifying decisions, and helping teams move from activity to impact without losing sight of users or long-term value.
I believe strong product work is less about applying the right framework and more about applying the right principles at the right time. User empathy, business impact, and technical feasibility matter, but the balance between them shifts depending on a company's stage, constraints, and goals.
I use frameworks such as Jobs-To-Be-Done (JTBD) and Shape Up as inputs rather than prescriptions. Rather than adopting them wholesale, I draw on prior learnings and best practice to introduce the specific structures, rituals, and decision rules that help a team operate more effectively in its current context.
My focus is on outcome-driven execution: creating clarity where there is ambiguity, aligning teams around what matters most, and building systems that enable the right decisions to happen repeatedly. That often means helping teams prioritise hard trade-offs, manage stakeholders with intent, and saying “no” to work that looks productive but does not move the needle.
I'm currently focused on senior product roles within startups and scale-ups, where teams are balancing speed, complexity, and growing organisational constraints. I do my best work in environments that need clarity, strong product foundations, and leaders who can translate strategy into execution.
My strengths are in defining product direction, putting scalable operating models in place, and aligning cross-functional teams around meaningful outcomes. That often means improving how decisions are made, reducing delivery friction, and helping teams focus on the work that genuinely moves the business forward.
I'm also actively working on AI-enabled product experiences, particularly where AI can support better decisions or remove repetitive effort from complex workflows. I approach this pragmatically, focusing on adoption, trust, and real user value rather than novelty, and ensuring AI enhances human judgement rather than attempting to replace it.