Installation Journey

JTBD MC2

Installer experiences the Installation Journey — The technical process of preparing the solution for use.

Job: Installing a Solution

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

Configure the Solution

The ability to adjust settings, preferences, or parameters of the installed solution to meet the end user's needs or the project's specifications ensures that the solution functions as intended.

1

Review the Installation Instructions

The ability to thoroughly understand the manufacturer's guidelines or any specific installation procedures prior to beginning the job ensures that the installer is aware of the correct steps and sequences, minimizing the risk of mistakes.

2

Identify Solution Requirements

The ability to understand and list all necessary components, tools, and conditions required to begin the installation process ensures that the installer is prepared and aware of what is needed to complete the job successfully.

3

Clean Up Installation Site

The ability to tidy up the work area, dispose of any waste, and return tools and components to their proper places ensures a professional finish to the job and minimizes disruption to the end user or environment.

4

Confirm User Satisfaction

The ability to verify that the end user is satisfied with the installed solution and its functionality ensures that the job has been completed successfully and meets the client's expectations.

5

Install the Solution

The ability to accurately and efficiently assemble, integrate, or install the solution according to the defined requirements and instructions is the core objective of the installer's job, directly impacting the success of the installation.

6

Test the Solution

The ability to conduct thorough testing of the installed solution to verify its functionality and performance ensures that any issues can be identified and addressed promptly, guaranteeing the quality of the installation.

7

Prepare the Installation Site

The ability to clean, organize, and possibly modify the installation area ensures a safe and efficient environment for the installer to work in, reducing the risk of errors or accidents.

8

Troubleshoot Issues

The ability to identify and resolve any problems that arise during or after the installation process ensures that the solution works correctly and meets the expected standards.

9

Gather Installation Tools and Components

The ability to locate and assemble all tools, hardware, and software components necessary for the installation allows the installer to have everything in place before starting the job, preventing delays during the installation process.

10

Document the Installation Process

The ability to record the installation steps taken, configurations made, and any issues encountered and resolved provides valuable information for future reference or maintenance, ensuring the longevity and reliability of the solution.

11

Provide User Training

The ability to educate the end user on how to operate, maintain, or troubleshoot the installed solution ensures they can effectively use and manage it, maximizing the solution's value and lifespan.

12

Finalize Installation Settings

The ability to make any necessary adjustments or optimizations to the solution after testing and troubleshooting ensures that it operates efficiently and effectively in its intended environment.

13

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.

1. Residential Home - The installer could be installing a solution such as a home security system, smart home technology, or a new appliance in a residential home.
2. Commercial Building - The installer could be installing a solution such as a security system, HVAC system, or other commercial-grade equipment in a commercial building.
3. Industrial Facility - The installer could be installing a solution such as a manufacturing equipment, conveyor system, or other industrial machinery in an industrial facility.
4. Educational Institution - The installer could be installing a solution such as a smart classroom technology, laboratory equipment, or other educational tools in a school or university.
5. Healthcare Facility - The installer could be installing a solution such as medical equipment, patient monitoring systems, or other healthcare technologies in a hospital or clinic.
6. Government Building - The installer could be installing a solution such as security systems, communication equipment, or other government-specific technologies in a government building.
7. Retail Store - The installer could be installing a solution such as point-of-sale systems, inventory management systems, or other retail technologies in a retail store.
8. Restaurant - The installer could be installing a solution such as kitchen equipment, POS systems, or other restaurant-specific technologies in a restaurant.
9. Hotel - The installer could be installing a solution such as room automation systems, security systems, or other hospitality technologies in a hotel.
10. Data Center - The installer could be installing a solution such as server racks, networking equipment, or other data center technologies in a data center.
11. Vehicle - The installer could be installing a solution such as a GPS system, audio system, or other vehicle technologies in a car or other vehicle.
12. Aircraft - The installer could be installing a solution such as avionics systems, in-flight entertainment systems, or other aircraft technologies in an airplane.
13. Ship - The installer could be installing a solution such as navigation systems, communication equipment, or other maritime technologies in a ship.
14. Train - The installer could be installing a solution such as train control systems, passenger information systems, or other rail technologies in a train.
15. Construction Site - The installer could be installing a solution such as construction machinery, safety systems, or other construction technologies at a construction site.
16. Farm - The installer could be installing a solution such as agricultural machinery, irrigation systems, or other farming technologies at a farm.
17. Power Plant - The installer could be installing a solution such as power generation equipment, control systems, or other power plant technologies at a power plant.
18. Oil Rig - The installer could be installing a solution such as drilling equipment, safety systems, or other oil rig technologies at an oil rig.
19. Telecommunication Tower - The installer could be installing a solution such as antenna systems, signal boosters, or other telecommunication technologies at a telecommunication tower.
20. Space Station - The installer could be installing a solution such as life support systems, communication equipment, or other space technologies at a space station.

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. Know the exact requirements for the solution to be installed - Understanding the specific requirements for the solution ensures that the installer is prepared and can complete the installation successfully.
2. Have all necessary tools and components readily available - Having all required tools and components at hand prevents delays and interruptions during the installation process.
3. Prepare the installation site efficiently - Being able to prepare the site for installation ensures a safe and efficient work environment, reducing the risk of errors or accidents.
4. Understand the installation instructions thoroughly - A clear understanding of the installation instructions minimizes the risk of mistakes and ensures the solution is installed correctly.
5. Install the solution accurately and efficiently - The ability to install the solution correctly and in a timely manner directly impacts the success of the installation.
6. Configure the solution to meet end user's needs - Adjusting the settings of the installed solution to meet the end user's needs ensures that the solution functions as intended.
7. Test the installation thoroughly - Conducting a comprehensive test of the installed solution verifies its functionality and performance, ensuring the quality of the installation.
8. Identify and resolve installation issues promptly - Being able to troubleshoot and resolve any problems that arise during or after the installation ensures that the solution works correctly.
9. Optimize the solution after installation - Making necessary adjustments to the solution after testing and troubleshooting ensures it operates efficiently in its intended environment.
10. Document the installation process accurately - Recording the installation steps, configurations, and any issues encountered provides valuable information for future reference or maintenance.
11. Clean up the installation site effectively - Tidying up the work area and disposing of any waste ensures a professional finish to the job and minimizes disruption to the end user.
12. Provide comprehensive user training - Educating the end user on how to operate, maintain, or troubleshoot the installed solution ensures they can effectively use and manage it.
13. Confirm the end user's satisfaction with the installation - Verifying that the end user is satisfied with the installed solution and its functionality ensures that the job has been completed successfully.
14. Avoid delays in the installation process - Preventing delays ensures that the installation is completed in a timely manner, which is crucial for project timelines.
15. Minimize the risk of installation errors - Reducing the likelihood of mistakes during the installation process ensures the quality and reliability of the installed solution.
16. Avoid causing disruption to the end user or environment - Minimizing disruption during the installation process ensures a smooth and professional job completion.
17. Prevent damage to the solution during installation - Avoiding damage to the solution during installation ensures its functionality and longevity.
18. Avoid miscommunication with the end user - Preventing miscommunication ensures that the end user's needs and expectations are met.
19. Minimize waste during the installation process - Reducing waste contributes to a more sustainable and efficient installation process.
20. Avoid potential conflicts with the end user - Preventing conflicts ensures a smooth installation process and maintains a positive relationship with the end user.

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 acquiring the necessary tools for installing the solution.
2. Minimize the cost of training required to install the solution effectively.
3. Minimize the cost of maintenance of the solution after installation.
4. Minimize the cost of replacement parts needed for the solution over time.
5. Minimize the cost of downtime during the installation process.
6. Minimize the cost of waste disposal after the installation of the solution.
7. Minimize the cost of potential repairs due to improper installation.
8. Minimize the cost of additional labor required for the installation of the solution.
9. Minimize the cost of safety equipment needed during the installation process.
10. Minimize the cost of transportation of the solution to the installation site.
11. Minimize the cost of storage of the solution before installation.
12. Minimize the cost of inspection required after the installation of the solution.
13. Minimize the cost of permits or licenses needed for the installation of the solution.
14. Minimize the cost of potential fines due to non-compliance during installation.
15. Minimize the cost of insurance required for the installation process.
16. Minimize the cost of additional materials needed for the installation of the solution.
17. Minimize the cost of potential damage to the solution during installation.
18. Minimize the cost of energy consumption during the installation process.
19. Minimize the cost of potential rework due to errors in the installation process.
20. Minimize the cost of customer dissatisfaction due to delays in the installation process.

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 Installing a Solution

1. Understanding the Installation Requirements - Review the installation manual or guidelines to understand the requirements and steps involved in the installation process.
2. Assessing the Installation Site - Visit the site where the solution will be installed to evaluate its suitability and identify any potential challenges.
3. Gathering Necessary Tools and Equipment - Identify and gather all the tools and equipment needed for the installation.
4. Planning the Installation Process - Develop a step-by-step plan for the installation process, including safety measures.
5. Communicating with the Client - Discuss the installation plan with the client, including the expected timeline and any potential disruptions.

During Installing a Solution

1. Following the Installation Plan - Execute the installation plan, ensuring each step is completed correctly.
2. Ensuring Safety Measures - Follow all safety guidelines to prevent accidents during the installation process.
3. Troubleshooting Installation Issues - Identify and resolve any issues that arise during the installation.
4. Documenting the Installation Process - Keep a record of the installation process, including any challenges encountered and how they were resolved.
5. Communicating Progress with the Client - Regularly update the client on the progress of the installation.

After Installing a Solution

1. Testing the Solution - Conduct tests to ensure the solution is working as expected.
2. Training the Client - Teach the client how to use the newly installed solution.
3. Cleaning the Installation Site - Clean up the installation site, removing any debris or leftover materials.
4. Providing Installation Documentation - Give the client a copy of the installation documentation, including any warranties or maintenance instructions.
5. Following Up with the Client - Check in with the client after a set period to ensure the solution is still working correctly and address any questions or concerns.

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 an installer, it is crucial to feel focused when installing a solution. This ensures that all steps are followed correctly and the installation is successful.
2. Feel Confident: Confidence is necessary when installing a solution. This ensures that the installer is sure of their actions and can effectively troubleshoot any issues that may arise.
3. Feel Patient: Installing a solution can be a time-consuming process. Feeling patient helps to ensure that the installer does not rush and make mistakes.
4. Feel Calm: It is important to feel calm when installing a solution. This helps to maintain focus and ensures that the installer does not become stressed or overwhelmed.
5. Feel Satisfied: Feeling satisfied after installing a solution is important. This indicates that the installer is happy with their work and believes that they have done a good job.

Undesired Emotions:

1. Avoid Feeling Frustrated: An installer should avoid feeling frustrated when installing a solution. This can lead to mistakes and a poor installation.
2. Avoid Feeling Rushed: Feeling rushed can lead to mistakes and a poor installation. It is important to take the time necessary to install the solution correctly.
3. Avoid Feeling Doubtful: Doubt can lead to hesitation and mistakes. It is important for an installer to feel confident in their abilities.
4. Avoid Feeling Stressed: Stress can negatively impact an installer's ability to effectively install a solution. It is important to remain calm and focused.
5. Avoid Feeling Unsatisfied: Feeling unsatisfied can indicate that the installer is not happy with their work. This can lead to a lack of motivation and poor performance in the future.

Social Jobs

Ditto emotional jobs

Positive Perceptions

1. Be Perceived as Skilled - Mastery over the installation process is crucial. Being seen as skilled implies you can execute tasks without causing damage or delays.
2. Be Perceived as Knowledgeable - Understanding the product and its installation process is important. Being perceived as knowledgeable means you can answer questions and solve problems efficiently.
3. Be Perceived as Reliable - Consistency in delivering quality work is key. Being seen as reliable means clients can trust you to complete the installation correctly and on time.
4. Be Perceived as Professional - Maintaining a professional demeanor throughout the installation process is essential. This includes being respectful, punctual, and well-prepared.
5. Be Perceived as Detail-Oriented - Paying attention to the smallest details can make a big difference in the final result. Being seen as detail-oriented means you take the time to ensure every aspect of the installation is perfect.

Negative Perceptions

1. Avoid Being Perceived as Incompetent - Lack of skill or knowledge can lead to mistakes and delays. It's important to avoid being seen as incompetent by always being prepared and willing to learn.
2. Avoid Being Perceived as Unreliable - Failing to meet deadlines or deliver quality work can damage your reputation. Avoid being seen as unreliable by always following through on your commitments.
3. Avoid Being Perceived as Unprofessional - Poor behavior or lack of respect can harm your relationships with clients. Avoid being seen as unprofessional by always treating others with respect and maintaining a professional demeanor.
4. Avoid Being Perceived as Careless - Overlooking details can lead to mistakes and a poor final result. Avoid being seen as careless by always taking the time to double-check your work.

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