Cleaning Journey

User experiences the Cleaning Journey - The process of identifying a problem with a product and resolving the problem

Job: Getting a product clean

Job Steps

These are sub-objectives of the overall job following the 9 universal phases of Jobs to be Done. Each step is further supported by several performance metrics that customers use to measure success. These are what get prioritized in a survey.

Click Step ⬇️to Open Performance Metrics ➡️

Identify the cleaning requirements

The ability to determine what aspects of the product need to be cleaned, including any specific areas that require special attention or materials.

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Gather the cleaning supplies

The ability to locate and collect all necessary cleaning materials, such as detergents, brushes, cloths, and any other tools required for the job.

6

Prepare the cleaning area

The ability to set up the environment where the cleaning will take place, ensuring it is suitable and safe for the task.

9

Inspect the product

The ability to verify the condition of the product before cleaning, identifying any areas that need special care or pre-treatment.

12

Clean the product

The ability to perform the actual cleaning of the product, using the appropriate methods and materials to achieve the desired level of cleanliness.

10

Monitor the cleaning process

The ability to continuously check the progress of the cleaning to ensure all areas are being addressed and no damage is occurring.

8

Address any issues

The ability to troubleshoot and resolve any problems that arise during the cleaning process, such as stubborn stains or material damage.

3

Adjust cleaning methods if necessary

The ability to modify the cleaning approach if the initial method is not effective, ensuring the product is cleaned thoroughly.

4

Inspect the cleaned product

The ability to examine the product after cleaning to ensure all areas are clean and no damage has occurred.

5

Store the cleaning supplies

The ability to properly store all cleaning materials and tools after use, ensuring they are ready for future use.

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Dispose of waste

The ability to safely and appropriately dispose of any waste generated during the cleaning process.

2

Document the cleaning process

The ability to record any important details about the cleaning process, such as materials used and any issues encountered, for future reference.

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Contexts

When jobs have too high of a context, insights tend to be less actionable - or at least relevant for certain stakeholders. These contexts provide a means for narrowing the scope of your research in a consistent and structured fashion. Certainly, more contexts exist, and can be addressed with a specific request. Each context can also have it’s own job map, success statements, and other dimensional elements.

Situations

While a group of people may be trying to get the same job done, the way the respond to needs-prioritization questions can be different. When we find statistical clusters of needs we need a way to describe why the group is different from another, not simply that that are different based on how they rate needs. Situations (aka Complexity Factors) that end users experience when they execute the job (or last executed the job) could be different, thus resulting in a different prioritization of specific performance metrics. One or or more situations could correlate to a segment, and it is recommend that follow up interviews are done with actual respondents within a segment to help you gain clarity, and verbatims you can use to construct your strategic storyline for the segment.

Ideal States

There are times when going deep into a job, job map, and success metrics is just too much of a gamble. Is it the right job to study? Ideal states give us a handful of indicators that can be used in addition to importance, difficulty, and frequency to understand which jobs groups of end users struggle with, and why.

1. Identify specific areas of the product that need special cleaning attention - Knowing which parts of the product require special care ensures thorough cleaning.
2. Gather all necessary cleaning supplies efficiently - Having all required cleaning materials readily available saves time and effort.
3. Prepare the cleaning area to be safe and suitable - Ensuring the cleaning environment is appropriate prevents accidents and facilitates effective cleaning.
4. Inspect the product for any pre-existing conditions before cleaning - Checking the product's condition beforehand helps identify areas needing special care.
5. Clean the product using appropriate methods and materials - Using the right techniques and supplies ensures the product is cleaned effectively.
6. Monitor the cleaning process to ensure thoroughness - Regularly checking the cleaning progress ensures no areas are missed and prevents damage.
7. Address any issues that arise during cleaning promptly - Quickly resolving problems like stubborn stains ensures the cleaning process is smooth.
8. Adjust cleaning methods if the initial approach is ineffective - Being able to change tactics ensures the product is cleaned thoroughly.
9. Inspect the product after cleaning to ensure completeness - A final check ensures all areas are clean and no damage has occurred.
10. Store cleaning supplies properly after use - Proper storage of cleaning materials ensures they are ready for future use.
11. Dispose of waste generated during cleaning safely - Appropriate disposal of waste prevents environmental harm and maintains cleanliness.
12. Document the cleaning process for future reference - Recording details about the cleaning process helps in future cleaning tasks.
13. Ensure the cleaning process is time-efficient - Minimizing the time spent on cleaning increases overall productivity.
14. Minimize the cost of cleaning supplies - Keeping cleaning expenses low helps manage the overall budget.
15. Avoid using cleaning methods that could damage the product - Preventing damage ensures the product's longevity and usability.
16. Ensure the cleaning process is easy to follow - A straightforward cleaning process reduces the likelihood of errors.
17. Minimize the physical effort required for cleaning - Reducing physical strain makes the cleaning process more manageable.
18. Ensure the cleaning process is environmentally friendly - Using eco-friendly methods and materials helps protect the environment.
19. Avoid the use of harsh chemicals in cleaning - Using gentle cleaning agents prevents damage to the product and is safer for users.
20. Ensure the product remains functional after cleaning - Maintaining the product's functionality post-cleaning ensures it continues to serve its purpose.

Financial Metrics

The purchase decision-maker has a say in product selection, and costs relative to cash outlays, direct or indirect, are what they think about. These questions can only be answer by the person who makes those decisions. For consumers, many times you can included these in a core functional study. However, beware of business end users who simply use products that are purchased for them. They are not the right audience for these metrics.

1. Minimize the cost of cleaning supplies required to maintain the product's cleanliness.
2. Minimize the cost of professional cleaning services for the product.
3. Minimize the cost of water consumption during the cleaning process.
4. Minimize the cost of energy consumption during the cleaning process.
5. Minimize the cost of replacement parts needed for the product's cleaning.
6. Minimize the cost of waste disposal after cleaning the product.
7. Minimize the cost of time spent on cleaning the product.
8. Minimize the cost of potential damage to the product during cleaning.
9. Minimize the cost of specialized tools required for cleaning the product.
10. Minimize the cost of storage for cleaning supplies for the product.
11. Minimize the cost of training required to clean the product effectively.
12. Minimize the cost of safety equipment needed during the cleaning process.
13. Minimize the cost of insurance for potential damages during cleaning.
14. Minimize the cost of transportation for cleaning supplies for the product.
15. Minimize the cost of maintenance after cleaning the product.
16. Minimize the cost of potential health risks associated with cleaning the product.
17. Minimize the cost of environmental impact from cleaning the product.
18. Minimize the cost of potential loss of product functionality after cleaning.
19. Minimize the cost of potential decrease in product lifespan due to cleaning.
20. Minimize the cost of potential decrease in product value due to cleaning.

Related Jobs

When a core functional job is getting close to maturity, we have to look beyond steps or metrics and find other jobs the end user is trying to accomplish so we can help them. This provides an opportunity to not only get a job done better, but get more jobs done on a single platform (and potentially better).

Before Getting a Product Clean

1. Identifying the Product Material - Determine the type of material the product is made of to understand the appropriate cleaning methods.
2. Assessing the Level of Dirtiness - Evaluate the extent of dirt or stains on the product to decide the intensity of cleaning required.
3. Researching Suitable Cleaning Agents - Look for cleaning agents that are safe and effective for the product material.
4. Gathering Cleaning Tools - Collect necessary cleaning tools such as brushes, cloths, or scrubbers that will be used in the cleaning process.
5. Setting Up Cleaning Area - Prepare a suitable space for cleaning to avoid mess or damage to surrounding areas.

During Getting a Product Clean

1. Applying Cleaning Agent - Apply the chosen cleaning agent to the product, following the instructions on the cleaning agent packaging.
2. Scrubbing the Product - Use the gathered cleaning tools to scrub the product, focusing on areas with more dirt or stains.
3. Rinsing the Product - Rinse the product thoroughly to remove the cleaning agent and dislodged dirt.
4. Inspecting the Product - Check the product to see if all dirt or stains have been removed and repeat the cleaning process if necessary.
5. Drying the Product - Dry the product properly to prevent water spots or damage.

After Getting a Product Clean

1. Storing Cleaning Tools - Clean and store the cleaning tools properly for future use.
2. Disposing of Used Cleaning Agent - Dispose of any used cleaning agent in a responsible manner, following local waste disposal guidelines.
3. Checking Product Condition - Inspect the product for any damage that might have occurred during the cleaning process.
4. Storing the Product - Store the product in a clean and suitable place to prevent it from getting dirty again.
5. Scheduling Next Cleaning - Based on the product usage and how quickly it gets dirty, schedule the next cleaning.

Emotional Jobs

Understanding how end users want to feel (or avoid feeling) in the context of getting the job done is important in several ways. First, understanding this helps to think about more abstract things things a user considers when actually performing the job (or access a service/journey). Second, these insights can be critical in messaging to your offer, which is something your marketing team will value.

Desired Emotions:

1. Feel Satisfied: As an end user, it is essential to feel satisfied when getting a product clean. This satisfaction comes from seeing the product return to its original, clean state, which can be a rewarding experience.
2. Feel Accomplished: Successfully cleaning a product can bring a sense of accomplishment. This feeling can motivate you to maintain cleanliness and take care of your belongings.
3. Feel Relaxed: Cleaning can be a therapeutic activity. It can help you feel relaxed, especially if you enjoy the process and the end result.
4. Feel Motivated: The desire to see a clean product can motivate you to put in the effort required. This motivation can make the cleaning process more enjoyable.

Undesired Emotions:

1. Avoid Feeling Frustrated: Cleaning a product can sometimes be challenging, especially if the dirt or stain is stubborn. It's important to avoid feeling frustrated as it can make the process stressful and less enjoyable.
2. Avoid Feeling Overwhelmed: If the product is extremely dirty or large, the cleaning task can seem daunting. Avoid feeling overwhelmed by breaking the task into smaller, manageable parts.
3. Avoid Feeling Disappointed: Sometimes, despite your best efforts, a product may not get as clean as you'd like. Avoid feeling disappointed by setting realistic expectations and understanding that some stains or dirt may be permanent.

Social Jobs

Ditto emotional jobs

Positive Perceptions:

1. Be Perceived as Thorough - Ensuring every part of the product is clean is crucial. Being seen as thorough means you don't miss any spots and you pay attention to detail.
2. Be Perceived as Efficient - Being able to clean the product quickly without compromising on quality is important. Efficiency shows you value time and can manage it well.
3. Be Perceived as Knowledgeable - Knowing the best cleaning methods and products for different types of dirt and stains is key. Being perceived as knowledgeable shows you understand the task at hand and can make informed decisions.
4. Be Perceived as Reliable - Consistently delivering clean products is important. Being seen as reliable means others can trust you to do a good job every time.
5. Be Perceived as Professional - Maintaining a professional demeanor while cleaning the product shows respect for the job and the product. Professionalism can also include wearing appropriate attire and following safety protocols.

Negative Perceptions:

1. Avoid Being Perceived as Careless - Missing spots or not cleaning the product properly can lead to a perception of carelessness. This can undermine trust in your ability to do the job.
2. Avoid Being Perceived as Slow - Taking too long to clean the product can be seen as inefficiency. This can lead to frustration and impatience from others.
3. Avoid Being Perceived as Ignorant - Not knowing the best cleaning methods or products can lead to a perception of ignorance. This can make others doubt your competence.
4. Avoid Being Perceived as Unreliable - Inconsistency in the quality of cleaning can lead to a perception of unreliability. This can make others hesitant to entrust you with the task.
5. Avoid Being Perceived as Unprofessional - Not adhering to safety protocols or not wearing appropriate attire can lead to a perception of unprofessionalism. This can make others question your seriousness about the job.

Survey Format: