Configuration Journey

JTBD Prompt Operating System and Playbook

Setup Specialist experiences the Configuration Journey — The initial steps to operationalize the solution.

Job: Configuring a product

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 Product Requirements

The ability to understand and define the specific requirements of the product that needs to be configured, including its purpose, functionality, and compatibility with other systems or components.

1

Locate Configuration Tools and Resources

The ability to find and gather the necessary tools, software, and resources needed to configure the product.

2

Prepare Configuration Environment

The ability to set up the environment where the configuration will take place, including installing necessary software, setting up hardware, and ensuring a stable and secure network connection.

3

Verify Product and Configuration Details

The ability to double-check the product details and configuration requirements to ensure accuracy and completeness before proceeding with the configuration process.

4

Execute Initial Configuration

The ability to perform the initial configuration of the product according to the defined requirements and using the gathered tools and resources.

5

Monitor Configuration Progress

The ability to keep track of the configuration process, checking for any errors or issues that may arise and ensuring that the configuration is proceeding as planned.

6

Resolve Configuration Issues

The ability to troubleshoot and fix any problems that may occur during the configuration process, ensuring that the product is configured correctly and functions as intended.

7

Adjust Configuration Settings

The ability to fine-tune the configuration settings based on the monitoring results, making necessary adjustments to optimize the product's performance and functionality

8

Test Product Functionality

The ability to test the product after configuration to ensure it is working as expected and meeting the defined requirements.

9

Document Configuration Process

The ability to record the configuration process and settings, providing a reference for future configurations or troubleshooting.

10

Conclude Configuration Process

The ability to finalize the configuration process, ensuring that all steps have been completed successfully and the product is ready for use.

11

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.\

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. Understand the specific requirements of the product to be configured - Having a clear understanding of the product's requirements ensures that the configuration is done correctly and meets the intended purpose.
2. Easily locate the necessary tools and resources for configuration - Being able to find the required tools and resources quickly and easily saves time and effort during the configuration process.
3. Set up the configuration environment without any difficulties - A smooth setup of the configuration environment ensures a stable and secure foundation for the configuration process.
4. Verify the product and configuration details accurately - Accurate verification of product and configuration details prevents errors and ensures the configuration is done according to the requirements.
5. Perform the initial configuration without any issues - A smooth initial configuration process reduces the chances of errors and issues arising later.
6. Monitor the configuration progress effectively - Effective monitoring of the configuration process helps in identifying and addressing any issues promptly.
7. Resolve any configuration issues quickly and efficiently - Quick and efficient resolution of configuration issues ensures that the configuration process is not delayed and the product functions as intended.
8. Adjust the configuration settings easily - Being able to easily adjust the configuration settings allows for optimization of the product's performance and functionality.
9. Test the product functionality effectively after configuration - Effective testing of the product after configuration ensures that it is working as expected and meets the defined requirements.
10. Document the configuration process accurately and comprehensively - Accurate and comprehensive documentation of the configuration process serves as a valuable reference for future configurations or troubleshooting.
11. Conclude the configuration process smoothly - A smooth conclusion of the configuration process ensures that all steps have been completed successfully and the product is ready for use.
12. Avoid any damage or harm to the product during configuration - Preventing any damage to the product during configuration ensures its longevity and functionality.
13. Minimize the time taken for the configuration process - Reducing the time taken for configuration increases efficiency and productivity.
14. Avoid any unnecessary costs during the configuration process - Avoiding unnecessary costs ensures that the configuration process is cost-effective.
15. Ensure the product is compatible with other systems or components after configuration - Ensuring compatibility of the product with other systems or components is crucial for its functionality and usability.
16. Avoid any security risks during the configuration process - Preventing any security risks during configuration ensures the safety and integrity of the product and the configuration environment.
17. Ensure the configuration process is compliant with relevant regulations and standards - Compliance with relevant regulations and standards is crucial to avoid legal issues and ensure the product's acceptability in the market.
18. Avoid any waste of resources during the configuration process - Minimizing waste of resources during configuration is important for cost-effectiveness and environmental sustainability.
19. Ensure the configuration process is planned and organized effectively - Effective planning and organization of the configuration process ensures its smooth execution and successful completion.
20. Ensure the product meets the user's needs and expectations after configuration - Ensuring that the product meets the user's needs and expectations after configuration is crucial for user satisfaction and product success.

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 initial setup when configuring a new product.
2. Minimize the cost of software updates required for product configuration.
3. Minimize the cost of additional hardware needed for product setup.
4. Minimize the cost of technical support during product configuration.
5. Minimize the cost of training for setup specialists on new product configurations.
6. Minimize the cost of downtime during product configuration.
7. Minimize the cost of troubleshooting during product setup.
8. Minimize the cost of product returns due to incorrect configuration.
9. Minimize the cost of warranty claims related to product configuration.
10. Minimize the cost of replacement parts needed during product setup.
11. Minimize the cost of maintenance after product configuration.
12. Minimize the cost of reconfiguration due to product updates.
13. Minimize the cost of data migration during product setup.
14. Minimize the cost of security measures during product configuration.
15. Minimize the cost of compliance with industry standards during product setup.
16. Minimize the cost of documentation required for product configuration.
17. Minimize the cost of testing after product setup.
18. Minimize the cost of integration with existing systems during product configuration.
19. Minimize the cost of customization during product setup.
20. Minimize the cost of disposal of old product after new product configuration.

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 Configuring a Product

1. Understanding Product Specifications - Familiarize oneself with the product's technical specifications, features, and functionalities.
2. Identifying Customer Requirements - Understand the customer's specific needs and requirements for the product configuration.
3. Planning Configuration Process - Develop a step-by-step plan for configuring the product based on the customer's requirements.
4. Preparing Necessary Tools and Resources - Gather all the necessary tools, software, and resources needed for the configuration process.
5. Setting Up a Safe and Efficient Workspace - Arrange a workspace that is conducive to efficient work and minimizes the risk of damage to the product or injury to the setup specialist.

During Configuring a Product

1. Implementing Configuration Plan - Follow the previously developed plan to configure the product according to the customer's specifications.
2. Testing Configuration - Conduct tests to ensure that the product functions as expected after configuration.
3. Troubleshooting Issues - Identify and resolve any issues or problems that arise during the configuration process.
4. Documenting Configuration Steps - Keep a record of all the steps taken during the configuration for future reference and for providing a detailed report to the customer.
5. Communicating with Customer - Keep the customer informed about the progress of the configuration and any issues or changes that may affect the final product.

After Configifying a Product

1. Delivering Configured Product to Customer - Ensure that the configured product is delivered to the customer in a timely and safe manner.
2. Providing Configuration Report - Provide the customer with a detailed report of the configuration process, including any issues encountered and how they were resolved.
3. Training Customer on Product Use - Educate the customer on how to use the configured product, including any specific features or functionalities that were added during configuration.
4. Offering Post-Configuration Support - Provide the customer with information on how to get support for the product, including troubleshooting and maintenance.
5. Reviewing Configuration Process - Reflect on the configuration process to identify any areas for improvement in future configurations.

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 Focused: As a setup specialist, it is crucial to feel focused when configuring a product. This ensures that all the necessary steps are followed correctly and that the product is set up to function as intended.
2. Feel Confident: Confidence is key when making decisions about the configuration process. This can help to ensure that the product is set up correctly and efficiently.
3. Feel Patient: Configuring a product can be a time-consuming process, and it's important to feel patient to avoid rushing and potentially making mistakes.
4. Feel Satisfied: Feeling satisfied after successfully configuring a product can provide a sense of accomplishment and motivation for future tasks.

Undesired Emotions:

1. Avoid Feeling Frustrated: As a setup specialist, it's important to manage emotions and avoid feeling frustrated when facing challenges during the configuration process. This can hinder productivity and lead to mistakes.
2. Avoid Feeling Overwhelmed: The process of configuring a product can be complex, and it's important to avoid feeling overwhelmed. This can lead to mistakes and reduce the quality of the setup.
3. Avoid Feeling Rushed: Feeling rushed can lead to mistakes during the configuration process. It's important to take the necessary time to ensure the product is set up correctly.
4. Avoid Feeling Doubtful: Doubt can lead to hesitation and mistakes during the configuration process. It's important to feel confident in your abilities and decisions.

Social Jobs

Ditto emotional jobs

Positive Perceptions

1. Be Perceived as Skilled - Demonstrating proficiency in configuring solutions is crucial. Being perceived as skilled suggests that you can perform tasks efficiently and effectively.
2. Be Perceived as Knowledgeable - Having a deep understanding of the solution and its components is important. Being seen as knowledgeable implies that you can provide valuable insights and recommendations.
3. Be Perceived as Detail-Oriented - Paying attention to every detail during the configuration process is essential. Being perceived as detail-oriented means that you can ensure the solution is set up correctly and optimally.
4. Be Perceived as Reliable - Delivering consistent results is key. Being seen as reliable indicates that you can be trusted to configure the solution accurately and on time.
5. Be Perceived as Professional - Maintaining a high level of professionalism throughout the configuration process is necessary. Being perceived as professional suggests that you respect the client's time and needs.

Negative Perceptions

1. Avoid Being Perceived as Incompetent - Lack of skill or knowledge in configuring solutions can lead to errors and delays. Avoid being seen as incompetent by continuously improving your skills and knowledge.
2. Avoid Being Perceived as Careless - Overlooking details during the configuration process can result in a suboptimal solution. Avoid being perceived as careless by always double-checking your work.
3. Avoid Being Perceived as Unreliable - Inconsistency in delivering results can cause distrust and dissatisfaction. Avoid being seen as unreliable by always meeting your commitments.
4. Avoid Being Perceived as Unprofessional - Lack of professionalism can damage your reputation and relationships with clients. Avoid being perceived as unprofessional by always treating clients with respect and courtesy.

Survey Format

How this was made

I used the tools that I’ve shared in my Jobs-to-be-Done Masterclass: Eliminating Jobs-to-be-Done Interviews with Artificial Intelligence ⬅️ to build this entire catalog.

While it did take some time, that’s because there are 16 journeys and the catalogs are comprehensive. You will not find anything like this in the JTBD practitioner world.

Consultants make their money doing things. Innovators automate things. I hope Customer Experience (CX) professionals are able to leverage this work to accelerate their own.

Purpose

Journey Mapping exercises typically end with a visualization of a make believe journey with a smattering of pain points expressed by a smattering of real people.

Have you ever wondered why you constantly have to redo these?

What I’ve developed above may not be absolutely perfect for your situation, but with a few tweaks it will stand the test of time as the backbone of your prioritization of customer needs, and the foundation of your strategic roadmaps far into the future.

We don’t study solutions, we study the jobs your customers are trying to get done as they experience the lifecycle of ownership within your ecosystem.

Simple as that.

Now, go run a survey. I’ll be incorporating some accelerators for that very, very soon.

Contact

Mike Boysen - Managing Director

Practical JTBD, LLC

www.pjtbd.com | http://jobstobedone.substack.com

678-824-2789 | info@pjtbd.com

Copyright

The entire catalog is covered under creative commons….

The Customer Journey 2.0 Toolkit © 2024 by Michael A. Boysen is licensed under Attribution-NonCommercial-ShareAlike 4.0 International