Receive a Product Journey

JTBD Master Prompting

Owner experiences the Receive a Product Journey — The transition to owning and controlling the acquired solution.

Job: Receiving a product after purchase

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 ➡️

Finalize Purchase Decision

1

Complete Payment Transaction

2

Obtain Purchase Confirmation

3

Choose Delivery Options

4

Provide Accurate Shipping Details

5

Review Delivery Schedule

6

Track Shipping Progress

7

Prepare for Product Arrival

8

Inspect Product Upon Delivery

9

Confirm Receipt of Product

10

Address Delivery Issues if Any

11

Store Product Documentation

12

Integrate Product into Intended Use

13

Assess Product Satisfaction

14

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 will have their own situational factor spectrum and could also have their own job map and metrics (I can create them upon 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.

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 shipping for the received product.
2. Minimize the cost of handling the product upon arrival.
3. Minimize the cost of storage for the product until it is used.
4. Minimize the cost of installation or setup of the product.
5. Minimize the cost of maintenance for the product over its lifetime.
6. Minimize the cost of replacement parts for the product.
7. Minimize the cost of disposal of the product's packaging.
8. Minimize the cost of return or exchange if the product is not satisfactory.
9. Minimize the cost of warranty or insurance for the product.
10. Minimize the cost of technical support for the product.
11. Minimize the cost of upgrading the product when necessary.
12. Minimize the cost of energy consumption of the product.
13. Minimize the cost of consumables required for the product's operation.
14. Minimize the cost of downtime due to product failure.
15. Minimize the cost of compliance with regulations related to the product.
16. Minimize the cost of data management if the product is digital or smart.
17. Minimize the cost of security for the product.
18. Minimize the cost of training to use the product effectively.
19. Minimize the cost of integrating the product with existing systems or processes.
20. Minimize the cost of disposal of the product at the end of its life.

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 Receiving a Product After Purchase

1. Confirming Purchase - Verify the details of the product purchased, including price, quantity, and specifications.
2. Providing Delivery Information - Supply the seller with accurate delivery information, including address and preferred delivery time.
3. Making Payment - Complete the payment process using the preferred method, ensuring all details are correct.
4. Saving Purchase Confirmation - Keep a record of the purchase confirmation for future reference.
5. Preparing for Product Arrival - Make necessary preparations for the product's arrival, such as clearing space or arranging for someone to be present at the delivery time.

During Receiving a Product After Purchase

1. Verifying Delivery - Check that the delivered product matches the purchase confirmation in terms of quantity and specifications.
2. Inspecting Product Condition - Examine the product for any damages or defects upon arrival.
3. Signing for Delivery - Provide a signature to confirm receipt of the product, if required.
4. Unpacking Product - Carefully remove the product from its packaging, taking care not to damage the product.
5. Keeping Delivery Documentation - Retain any delivery documentation for future reference or potential returns.

After Receiving a Product After Purchase

1. Testing Product - Use the product to ensure it functions as expected and meets the purchased specifications.
2. Registering Product - Register the product with the manufacturer for warranty purposes, if applicable.
3. Reviewing Seller - Provide feedback on the seller's service, including delivery and product quality.
4. Storing Purchase and Delivery Documentation - Keep all purchase and delivery documents in a safe place for future reference.
5. Disposing of Packaging - Responsibly dispose of or recycle the product packaging.

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 owner, feeling satisfied after receiving a product you've purchased is crucial. This emotion indicates that the product meets your expectations and that you've made a good purchase decision.
2. Feel Excited: The anticipation of using a new product can generate a feeling of excitement. This emotion can enhance the overall experience of receiving a product after purchase.
3. Feel Relieved: If you've been waiting for a product for a while, or if it's something you need urgently, you might feel relieved once you finally receive it. This emotion can alleviate any stress or anxiety associated with the wait.
4. Feel Content: Feeling content after receiving a product means that you are happy with your purchase and do not regret it. This emotion contributes to a positive shopping experience.

Undesired Emotions:

1. Avoid Feeling Disappointed: As an owner, you should avoid feeling disappointed after receiving a product. This emotion can occur if the product does not meet your expectations or if it is damaged or faulty.
2. Avoid Feeling Frustrated: Frustration can arise if there are issues with the product or if it took longer than expected to arrive. This emotion can negatively impact your overall shopping experience.
3. Avoid Feeling Regretful: Regret can occur if you feel that you've made a poor purchase decision. This emotion can lead to dissatisfaction and a negative shopping experience.
4. Avoid Feeling Anxious: Anxiety can arise if you are unsure about how to use the product or if you are worried about its performance. This emotion can hinder your ability to enjoy and make the most of your purchase.

Social Jobs

Ditto emotional jobs

Positive Perceptions

1. Be Perceived as Appreciative - Showing gratitude for the product and the service provided is crucial. It fosters a positive relationship with the seller and encourages future transactions.
2. Be Perceived as Respectful - Treating the seller and the product with respect is important. This shows that you value the transaction and the effort put into providing the product.
3. Be Perceived as Reliable - Being reliable in terms of payment and communication is key. This shows that you are a trustworthy customer who can be depended on for future transactions.
4. Be Perceived as Understanding - Showing understanding when issues arise (like delays or mistakes) is important. This shows that you are reasonable and easy to work with.

Negative Perceptions

1. Avoid Being Perceived as Ungrateful - Not showing appreciation for the product or service can lead to a negative relationship with the seller.
2. Avoid Being Perceived as Disrespectful - Treating the seller or the product poorly can damage your reputation and discourage future transactions.
3. Avoid Being Perceived as Unreliable - Failing to meet your obligations (like payment or communication) can make you seem untrustworthy.
4. Avoid Being Perceived as Unreasonable - Being overly demanding or not understanding when issues arise can make you difficult to work with.

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