Transporter experiences the Relocation Journey — The logistics of moving the solution to different locations.
Job: Relocating a solution or product for use
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 ➡️
The ability to determine the specific needs and constraints for relocating the solution or product, such as size, weight, fragility, and destination.
The ability to map out the most efficient and safe route for the transportation of the solution or product.
The ability to locate and collect the required tools and equipment for the relocation, such as a truck, dolly, or protective packaging materials.
The ability to properly package or secure the solution or product to prevent damage during transit.
The ability to verify the route, destination, and timing of the relocation to ensure a successful delivery.
The ability to safely and securely load the solution or product onto the transportation vehicle.
The ability to keep an eye on the solution or product during the journey to ensure it remains secure and undamaged.
The ability to troubleshoot and resolve any problems that arise during the relocation, such as a flat tire or a shift in the product's position.
The ability to modify the planned route in response to unexpected conditions, such as traffic or road closures.
The ability to safely remove the solution or product from the vehicle upon arrival at the destination.
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.
Situations/Complexities | 1 | 2 | 3 | 4 | 5 |
Availability of transportation resources | No resources | Abundant | |||
Condition of transportation infrastructure | Poor | Excellent | |||
Distance to be covered | Extremely long | Very short | |||
Time constraints for delivery | Very tight | Flexible | |||
Fragility of the product | Highly fragile | Highly durable | |||
Size and weight of the product | Very large and heavy | Small and light | |||
Weather conditions | Severe | Favorable | |||
Availability of loading and unloading facilities | None | Excellent | |||
Security risks during transportation | High | Low | |||
Compliance with transportation regulations | Many complex regulations | Few simple regulations | |||
Availability of skilled labor for handling | None | Abundant | |||
Cost of transportation | Very high | Very low | |||
Availability of insurance coverage | None | Comprehensive | |||
Product's storage requirements during transit | Complex | Simple | |||
Availability of tracking and monitoring systems | None | Advanced | |||
Possibility of product damage or loss during transit | High | Low | |||
Availability of backup transportation resources | None | Abundant | |||
Need for special handling or equipment | High | None | |||
Product's value and risk of theft | High | Low | |||
Availability of direct routes | None | Many |
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.
- Minimize the cost of fuel required for transporting the product.
- Minimize the cost of vehicle maintenance due to heavy loads.
- Minimize the cost of insurance for the transportation vehicle.
- Minimize the cost of hiring additional manpower for loading and unloading.
- Minimize the cost of storage during transit.
- Minimize the cost of obtaining necessary permits for transportation.
- Minimize the cost of tolls and other road fees during transportation.
- Minimize the cost of packaging materials to protect the product during transit.
- Minimize the cost of potential damage or loss of the product during transit.
- Minimize the cost of delays due to unforeseen circumstances during transit.
- Minimize the cost of training for handling specialized products.
- Minimize the cost of technology or software used for tracking and managing transportation.
- Minimize the cost of compliance with environmental regulations related to transportation.
- Minimize the cost of disposal of waste generated during transportation.
- Minimize the cost of emergency services in case of accidents during transit.
- Minimize the cost of communication with clients regarding transportation updates.
- Minimize the cost of overtime pay for drivers during long hauls.
- Minimize the cost of vehicle depreciation due to frequent use for transportation.
- Minimize the cost of security measures to protect the product during transit.
- Minimize the cost of contingency plans for unexpected issues during transportation.
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 Relocating a Solution or Product for Use
- Identifying Product Specifications - Understand the size, weight, and other physical attributes of the product to be relocated.
- Assessing Destination Requirements - Determine the conditions and requirements of the destination where the product will be relocated.
- Planning the Route - Map out the most efficient and safe route for the relocation.
- Preparing the Product for Transport - Ensure the product is properly packaged and prepared for transport to prevent damage.
- Securing Necessary Permits and Documentation - Obtain all necessary permits and documentation required for the relocation.
During Relocating a Solution or Product for Use
- Loading the Product - Safely load the product onto the transport vehicle, ensuring it is secure.
- Monitoring the Route - Keep track of the route during the relocation to ensure there are no unexpected obstacles or changes.
- Maintaining Communication - Stay in contact with the destination point and any other relevant parties during the relocation.
- Ensuring Product Safety - Regularly check the product during transport to ensure it remains secure and undamaged.
- Adapting to Changes - Be prepared to adapt to any changes or issues that arise during the relocation.
After Relocating a Solution or Product for Use
- Unloading the Product - Safely unload the product at the destination point.
- Confirming Product Integrity - Check the product to ensure it has not been damaged during transport.
- Completing Documentation - Fill out any necessary paperwork or documentation related to the relocation.
- Communicating Successful Delivery - Inform all relevant parties that the product has been successfully relocated.
- Reviewing the Relocation Process - Assess the relocation process to identify any areas for improvement in future relocations.
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:
- Feel Calm: As a transporter, it is crucial to feel calm while relocating a solution or product for use. This helps in maintaining focus and ensuring safe and efficient transportation.
- Feel Confident: Confidence is necessary to ensure that the product or solution is handled and transported correctly and safely.
- Feel Alert: Being alert is essential to respond quickly to any unexpected situations or changes during the transportation process.
- Feel Organized: Feeling organized helps in planning and executing the transportation process smoothly and efficiently.
- Feel Responsible: A sense of responsibility ensures that the product or solution is transported with utmost care and diligence.
Undesired Emotions:
- Avoid Feeling Stressed: Transporting a solution or product can be challenging, but it's important to manage stress levels to ensure efficient and safe transportation.
- Avoid Feeling Anxious: Anxiety can lead to mistakes or mishandling of the product or solution. It's important to stay calm and focused.
- Avoid Feeling Rushed: Feeling rushed can lead to errors or accidents. It's important to take the necessary time to ensure safe transportation.
- Avoid Feeling Distracted: Distractions can lead to mishaps or accidents during transportation. It's crucial to stay alert and focused.
- Avoid Feeling Careless: Carelessness can lead to damage or loss of the product or solution. It's important to handle the product with care and responsibility.
When relocating a solution or product for use… | How important is it that you are able to… | How difficult is it for you to… | ||||
Not important | Neutral | Important | Not difficult | Neutral | Difficult | |
Feel Calm | ||||||
Feel Confident | ||||||
Feel Alert | ||||||
Feel Organized | ||||||
Feel Responsible | ||||||
Avoid Feeling Stressed | ||||||
Avoid Feeling Anxious | ||||||
Avoid Feeling Rushed | ||||||
Avoid Feeling Distracted | ||||||
Avoid Feeling Careless |
Social Jobs
Ditto emotional jobs
Positive Perceptions
- Be Perceived as Reliable - As a transporter, it's crucial to be seen as dependable. This means that you deliver the solution or product on time and in the condition it was given to you. This perception will build trust with your clients and colleagues.
- Be Perceived as Efficient - Efficiency is key in transportation. Being perceived as efficient means you can manage your time and resources well, ensuring that the solution or product reaches its destination as quickly and safely as possible.
- Be Perceived as Professional - Professionalism is important in any job, but especially in transportation. This perception means you handle your tasks with seriousness and respect, and you maintain a professional demeanor at all times.
- Be Perceived as Skilled - As a transporter, you need to have a good understanding of the best routes, how to handle different types of solutions or products, and how to operate various types of transportation equipment. Being perceived as skilled shows that you are competent and capable.
Negative Perceptions
- Avoid Being Perceived as Unreliable - Being seen as unreliable can damage your reputation. This perception means you often fail to deliver the solution or product on time or in the condition it was given to you.
- Avoid Being Perceived as Inefficient - Inefficiency can lead to delays and increased costs. This perception means you often waste time and resources, and you struggle to get the solution or product to its destination quickly and safely.
- Avoid Being Perceived as Unprofessional - Unprofessional behavior can harm your relationships with clients and colleagues. This perception means you don't take your tasks seriously, you don't respect others, and you don't maintain a professional demeanor.
- Avoid Being Perceived as Unskilled - Lack of skill can lead to mistakes and accidents. This perception means you don't understand the best routes, you struggle to handle different types of solutions or products, and you can't operate various types of transportation equipment effectively.
Survey Format
When relocating a solution or product for use… | How important is it that you are able to… | How difficult is it for you to… | ||||
Not important | Neutral | Important | Not difficult | Neutral | Difficult | |
Be Perceived as Reliable | ||||||
Be Perceived as Efficient | ||||||
Be Perceived as Professional | ||||||
Be Perceived as Skilled | ||||||
Avoid Being Perceived as Unreliable | ||||||
Avoid Being Perceived as Inefficient | ||||||
Avoid Being Perceived as Unprofessional | ||||||
Avoid Being Perceived as Unskilled |
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