User experiences the Repair Journey - The process of identifying a problem with a product and resolving the problem
Job: Getting a product fixed
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 accurately diagnose the issue with the product, determining what is not functioning as expected.
The ability to find and evaluate different methods or services available to fix the identified problem, ensuring the chosen solution is effective and efficient.
The ability to locate and compile all relevant product documentation, such as warranties, manuals, and purchase receipts, that may be required for the repair process.
The ability to choose the most suitable repair service provider based on factors like cost, expertise, and turnaround time.
The ability to properly package or set up the product, ensuring it is ready and safe for transportation or inspection by the service provider.
The ability to verify the scope of the repair, including what will be fixed, the estimated cost, and the expected completion time, to avoid any misunderstandings.
The ability to transport the product to the repair service location or arrange for pickup, ensuring it reaches the intended destination safely.
The ability to keep track of the repair status, staying informed about any updates or changes to the estimated completion time or costs.
The ability to resolve any problems that arise during the repair process, such as additional faults being discovered or delays in completion.
The ability to inspect the product after the repair is completed, ensuring that the issue has been adequately fixed and the product functions as expected.
The ability to collect the repaired product from the service provider or receive it via delivery, ensuring it is back in the user's possession.
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.
Situations/Complexities | 1 | 2 | 3 | 4 | 5 |
Availability of service centers | None | Abundant | |||
Wait time for service | Weeks | Immediate | |||
Cost of repairs | Prohibitive | Free or covered by warranty | |||
Quality of customer service | Poor | Exceptional | |||
Access to loaner or replacement product | Unavailable | Readily available | |||
Transparency of repair process | Opaque | Fully transparent | |||
Availability of parts | Scarce | Always in stock | |||
Expertise of technicians | Inexperienced | Highly skilled | |||
Duration of repair | Indefinite | Same-day service | |||
Communication during repair process | Non-existent | Constant and informative | |||
Convenience of service location | Inaccessible | Easily accessible | |||
Flexibility of scheduling service | None | Highly flexible | |||
Warranty coverage | Not covered | Comprehensive coverage | |||
Option for onsite service | Not available | Available on demand | |||
Ease of initiating service request | Complicated | Simple and streamlined | |||
Availability of self-service options | None | Extensive | |||
Follow-up service and support | Ignored | Proactive and helpful | |||
Environmental sustainability of repair process | Negligent | Highly responsible | |||
Data security during repair | At risk | Guaranteed | |||
Customer education on product care | Non-existent | Comprehensive |
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.
- Identify the exact problem with the product quickly - Being able to quickly and accurately diagnose the issue with the product is crucial to finding the right solution.
- Access a variety of potential solutions easily - Having a range of solutions to choose from allows for the selection of the most effective and efficient method.
- Find necessary documentation without hassle - Being able to locate and compile all relevant product documentation easily saves time and effort.
- Choose a repair service based on clear, comprehensive information - Having all the necessary information about different repair services helps in making an informed decision.
- Prepare the product for repair without causing further damage - Being able to safely prepare the product for repair prevents any additional damage.
- Get a clear and accurate estimate of repair details and costs - Having a clear understanding of the scope and cost of the repair helps in planning and budgeting.
- Deliver the product for repair without risk of damage - Being able to safely transport the product to the repair service ensures it reaches the intended destination without any additional damage.
- Stay updated on the repair progress - Receiving regular updates on the repair status helps in managing expectations and planning accordingly.
- Resolve any issues during repair efficiently - Being able to quickly and effectively address any problems that arise during the repair process minimizes delays and additional costs.
- Ensure the repair is done correctly and thoroughly - Having the confidence that the repair has been done properly ensures the product functions as expected.
- Retrieve the fixed product without delay - Being able to collect the repaired product promptly gets it back into use as soon as possible.
- Test the product thoroughly without difficulty - Being able to easily perform comprehensive testing on the repaired product confirms that it operates correctly.
- Store repair documentation in an organized manner - Keeping all related repair documentation in an organized way makes it easier to find for future reference or warranty purposes.
- Avoid hidden costs during the repair process - Having a clear understanding of all costs involved in the repair process prevents unexpected expenses.
- Minimize the time the product is out of use - Getting the product fixed quickly reduces the inconvenience of not being able to use it.
- Avoid damage to the product during transportation - Ensuring the product is transported safely to and from the repair service prevents any additional damage.
- Avoid miscommunication with the repair service provider - Having clear and effective communication with the repair service provider ensures all expectations are met.
- Avoid delays in the repair process - Having the repair done in a timely manner gets the product back into use as soon as possible.
- Avoid unnecessary repairs - Ensuring only the necessary repairs are done saves time and money.
- Avoid loss of product functionality after repair - Ensuring the product functions as expected after the repair prevents the need for additional repairs.
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 initial diagnosis for the product repair.
- Minimize the cost of replacement parts needed for the repair.
- Minimize the cost of labor required to fix the product.
- Minimize the cost of shipping if the product needs to be sent to a repair center.
- Minimize the cost of downtime while the product is being repaired.
- Minimize the cost of potential damage caused during the repair process.
- Minimize the cost of warranty extension for future repairs.
- Minimize the cost of additional tools required for the repair.
- Minimize the cost of follow-up services after the repair.
- Minimize the cost of preventive maintenance to avoid future repairs.
- Minimize the cost of data recovery if the product is a digital device.
- Minimize the cost of alternative solutions during the repair period.
- Minimize the cost of insurance claims related to the repair.
- Minimize the cost of technical support during the repair process.
- Minimize the cost of product replacement if the repair is not feasible.
- Minimize the cost of lost productivity due to the product being out of service.
- Minimize the cost of expedited service if the repair needs to be done quickly.
- Minimize the cost of disposal if the product is deemed unrepairable.
- Minimize the cost of reinstallation or setup after the repair.
- Minimize the cost of potential upgrades suggested during the repair 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 Getting a Product Fixed
- Identifying the Issue - Determine what the problem is with the product and how it is affecting its functionality.
- Consulting the Product Manual - Refer to the product manual or guide to understand if the issue can be resolved through troubleshooting steps.
- Researching Online - Look for similar issues and solutions online, using forums, blogs, or the product's official website.
- Gathering Product Information - Collect all necessary product information such as model number, purchase date, and warranty details.
- Deciding on a Budget - Establish a budget for the repair, considering the cost of a new product versus the cost of repair.
During Getting a Product Fixed
- Contacting Customer Support - Reach out to the product's customer support for guidance and possible solutions.
- Describing the Problem - Clearly and accurately describe the problem to the customer support representative.
- Following Troubleshooting Steps - Follow the troubleshooting steps provided by the customer support representative.
- Arranging for Repair - If the issue cannot be resolved, arrange for a repair service, either by sending the product in or scheduling a technician visit.
- Negotiating Costs - Discuss and negotiate the repair costs, if not covered under warranty.
After Getting a Product Fixed
- Testing the Product - After the repair, thoroughly test the product to ensure the issue has been resolved.
- Providing Feedback - Provide feedback to the company about the repair service and the overall experience.
- Reviewing the Repair Report - Go through the repair report to understand what was fixed and how to prevent similar issues in the future.
- Updating Product Software - If applicable, update the product's software to the latest version to ensure optimal performance.
- Maintaining the Product - Regularly clean and maintain the product as per the manufacturer's instructions to prolong its lifespan.
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 Patient: When getting a product fixed, it's important to feel patient. Repairs can take time, and rushing the process can lead to further issues.
- Feel Understanding: Understanding the process and the time it takes to fix a product can help manage expectations and reduce frustration.
- Feel Confident: Confidence in the repair service and their abilities can help reduce stress and worry about the product's condition.
- Feel Relieved: Once the product is fixed, feeling relieved is a positive emotion that signifies the end of the repair process.
Undesired Emotions:
- Avoid Feeling Frustrated: Frustration can arise if the repair process takes longer than expected or if the product is not fixed to your satisfaction. It's important to manage this emotion to avoid unnecessary stress.
- Avoid Feeling Anxious: Anxiety about the product's condition or the cost of repairs can be counterproductive. It's important to trust in the repair process and manage any worries.
- Avoid Feeling Impatient: Impatience can lead to rushed decisions or dissatisfaction with the repair process. It's important to understand that good repairs can take time.
- Avoid Feeling Doubtful: Doubt in the repair service or the quality of the repair can lead to unnecessary worry. It's important to have confidence in the service provided.
When getting a product fixed… | 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 Patient | ||||||
Feel Understanding | ||||||
Feel Confident | ||||||
Feel Relieved | ||||||
Avoid Feeling Frustrated | ||||||
Avoid Feeling Anxious | ||||||
Avoid Feeling Impatient | ||||||
Avoid Feeling Doubtful |
Social Jobs
Ditto emotional jobs
Desired Perceptions
- Be Perceived as Patient - Patience is key when dealing with product issues. It shows that you can handle the situation calmly and without frustration, which can lead to better problem-solving.
- Be Perceived as Knowledgeable - Understanding the product and its potential issues is crucial. Being perceived as knowledgeable means you can identify the problem quickly and know the best way to fix it.
- Be Perceived as Communicative - Clear communication is important in explaining the problem and understanding the solution. It shows you can effectively convey your needs and understand the instructions given to you.
- Be Perceived as Proactive - Taking initiative to get the product fixed shows your commitment to resolving the issue. It demonstrates your willingness to take necessary steps without being prompted.
- Be Perceived as Cooperative - Cooperation with the service provider or technician is essential. It shows your ability to work with others to achieve a common goal.
Undesired Perceptions
- Avoid Being Perceived as Impatient - Impatience can lead to rushed decisions and potential miscommunication. It can also create a negative atmosphere.
- Avoid Being Perceived as Ignorant - Lack of knowledge about the product can hinder the fixing process. It can lead to misunderstanding and misdiagnosis of the problem.
- Avoid Being Perceived as Uncommunicative - Poor communication can lead to confusion and delays. It can also result in an unsatisfactory service experience.
- Avoid Being Perceived as Passive - Lack of initiative can slow down the fixing process. It can also signal a lack of interest or commitment to resolving the issue.
- Avoid Being Perceived as Uncooperative - Uncooperativeness can hinder the fixing process. It can lead to conflicts and delays.
Survey Format
When getting a product fixed… | 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 Patient | ||||||
Be Perceived as Knowledgeable | ||||||
Be Perceived as Communicative | ||||||
Be Perceived as Proactive | ||||||
Be Perceived as Cooperative | ||||||
Avoid Being Perceived as Impatient | ||||||
Avoid Being Perceived as Ignorant | ||||||
Avoid Being Perceived as Uncommunicative | ||||||
Avoid Being Perceived as Passive | ||||||
Avoid Being Perceived as Uncooperative |