# Training — Product

> Product training covers launch-metric ownership, content readiness, incident
> communication, customer-impact decision-making, and the product-side of
> release gates. Distinct from launch-support training (which covers
> canary-monitoring and rollout operations).

## Audience and prerequisites

- Audience: product managers, design leads, and product-marketing leads with
  launch responsibility.
- Prerequisites: domain-foundations module per domain owned, customer taxonomy
  familiarity (`customer-taxonomy.ts`), release-taxonomy familiarity
  (`release-taxonomy.ts`), audit-scope familiarity.
- Refresh cadence: 6 months; per-release readiness brief mandatory.

## Learning objectives

By certification, a product lead can independently:

1. Define and track launch metrics per domain (activation, retention,
   cross-domain use, satisfaction, trust, safety, accessibility).
2. Assess content readiness per `docs/content/v1-bundles.md` and the per-domain
   review checklists.
3. Compose customer-visible incident communications using the canonical
   templates from `incident-ownership-manifest.ts`, in collaboration with
   reliability, T&S, and legal.
4. Make customer-impact decisions (degraded mode, kill-switch, rollback
   communication) under time pressure with the appropriate co-signers.
5. Run the product-side of the release-gate checklist.
6. Translate customer signal (support, message-center, T&S queues, research)
   into structured product remediation.

## Curriculum modules

| #   | Module                                                | Duration | Format                                | Assessment                          |
| --- | ----------------------------------------------------- | -------- | ------------------------------------- | ----------------------------------- |
| 1   | Launch metrics and KPIs per domain                    | 120 min  | seminar + dashboard walkthrough       | 6-domain KPI interpretation pass    |
| 2   | Content readiness and the launch-quality bundles      | 120 min  | hands-on with bundle definitions      | per-domain bundle readiness drill   |
| 3   | Customer-impact decision-making                       | 120 min  | scenario rehearsal                    | 4-scenario decision drill           |
| 4   | Incident communication composition (joint w/ relicab) | 90 min   | drafting workshop                     | 3 incident-comms drafts pass rubric |
| 5   | Release-gate product checklist                        | 90 min   | hands-on against go/no-go fixtures    | 2-release readiness drill           |
| 6   | Cross-domain product coordination                     | 60 min   | scenario rehearsal                    | 2-coordination drill                |
| 7   | Privacy, safety, accessibility minimums               | 60 min   | seminar joint with privacy/T&S/access | per-minimum interpretation pass     |
| 8   | Customer-research interpretation                      | 60 min   | hands-on with research artifacts      | 3-research-to-remediation drill     |

## Launch-metric protocol

Each product lead owns a launch-metric brief per domain that captures:

- Activation, retention, and cross-domain-use targets.
- Domain-specific quality KPIs (grounding precision for Veritas, ritual
  completion rate for Tara, etc.).
- Satisfaction, trust, and safety metrics (CSAT, trust index, refusal
  appropriateness, disclosure render rate).
- Accessibility and locale gates (RTL coverage, transcript availability,
  reduced-motion render rate).
- Cost-class metrics (per-session cost envelope, generation cost per cohort).

The brief is reviewed at each release-readiness gate.

## Customer-impact decision-making

When an incident or release decision affects customers:

1. **Quantify the impact**: cohort size, severity, time exposed, data-class
   implication.
2. **Identify the co-signers**: reliability + product is the minimum; T&S,
   privacy, legal as the incident class requires.
3. **Choose the customer-visible action**: status banner, in-app banner, email,
   push, retroactive correction. Use the canonical templates.
4. **Capture the audit**: the decision is recorded as a structured
   product-decision audit event with operator, co-signers, scope, and reason
   code.
5. **Follow up**: every customer-impact decision is followed by a product-side
   retrospective with the relevant domain lead.

## Scenario rehearsal

1. **Domain launch hold**: a domain misses its accessibility gate. Product lead
   holds launch, files structured remediation, communicates with the executive
   sponsor.
2. **Customer-visible rollback comms**: a model rollback affects grounded
   answers. Product lead drafts the customer-visible correction with T&S and
   reliability co-signers.
3. **Cross-domain regression**: a shared infrastructure change degrades two
   domains simultaneously. Product lead coordinates joint communications and
   decision-making.
4. **Sensitive-data regression**: a privacy-incident leaks special- category
   data for a small cohort. Product lead supports the privacy lead on the
   customer-visible remediation copy under legal review.

## Certification criteria

- All 8 modules complete with passing assessment.
- All 4 scenarios passed.
- Product lead has co-led 2 release-readiness gates with a senior product lead.
- Engineering lead, T&S lead, and privacy lead sign-off.

## Tabletop drills

- Per-release: pre-release product readiness brief.
- Quarterly: customer-impact decision drill alongside reliability.
- Semiannually: cross-domain coordination tabletop.

## Owner

Product lead owns this training. Engineering lead, T&S lead, and privacy lead
co-review the cross-cutting modules. Updates require review by all four.