Getting a product fixed through an online platform

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 the issue with the product

The ability to accurately diagnose the problem or malfunction in the product, ensuring that the correct repair process is initiated.

2

Search for a reputable online repair service

The ability to locate and select a trustworthy online platform that specializes in repairing the type of product in question.

10

Gather the necessary product information

The ability to collect all relevant details about the product, such as model number, serial number, and specific problem description, required by the online repair service.

11

Create an account on the repair platform

The ability to set up a user profile on the selected online platform, which may be necessary to track the repair process and communicate with service technicians.

12

Describe the problem in detail through the platform

The ability to provide a comprehensive and clear description of the product's issue, facilitating an accurate and efficient repair process.

6

Select a repair service package

The ability to choose the most appropriate repair option offered by the platform, considering factors like cost, turnaround time, and warranty.

7

Confirm payment method and details

The ability to verify and finalize the payment information and method, ensuring the repair process can proceed without delays.

4

Ship the product to the service center

The ability to securely package and send the product to the designated repair center, if required by the service terms.

1

Track the repair progress online

The ability to monitor the status of the repair job through the platform, keeping informed of any updates or changes.

9

Review the repair report and confirm satisfaction

The ability to assess the completed repair work through a detailed report provided by the service, ensuring the product issue has been resolved to satisfaction

5

Receive the repaired product

The ability to accept delivery of the product once the repair is completed, checking immediately for functionality.

3

Provide feedback on the repair service

The ability to rate and review the repair service on the online platform, contributing to the community and helping improve the service.

8

1. Identify the issue with the product - The ability to accurately diagnose the problem or malfunction in the product, ensuring that the correct repair process is initiated.
2. Search for a reputable online repair service - The ability to locate and select a trustworthy online platform that specializes in repairing the type of product in question.
3. Gather necessary product information - The ability to collect all relevant details about the product, such as model number, serial number, and specific problem description, required by the online repair service.
4. Create an account on the repair platform - The ability to set up a user profile on the selected online platform, which may be necessary to track the repair process and communicate with service technicians.
5. Describe the problem in detail through the platform - The ability to provide a comprehensive and clear description of the product's issue, facilitating an accurate and efficient repair process.
6. Select a repair service package - The ability to choose the most appropriate repair option offered by the platform, considering factors like cost, turnaround time, and warranty.
7. Confirm payment method and details - The ability to verify and finalize the payment information and method, ensuring the repair process can proceed without delays.
8. Ship the product to the service center - The ability to securely package and send the product to the designated repair center, if required by the service terms.
9. Track the repair progress online - The ability to monitor the status of the repair job through the platform, keeping informed of any updates or changes.
10. Review the repair report and confirm satisfaction - The ability to assess the completed repair work through a detailed report provided by the service, ensuring the product issue has been resolved to satisfaction.
11. Receive the repaired product - The ability to accept delivery of the product once the repair is completed, checking immediately for functionality.
12. Provide feedback on the repair service - The ability to rate and review the repair service on the online platform, contributing to the community and helping improve the service.

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. Online Tech Support - In this context, the end user is seeking help from a tech support specialist through an online platform to fix a malfunctioning product. The job involves diagnosing the problem, providing step-by-step solutions, and ensuring the product is functioning correctly after the fix.
2. E-commerce Platform - The end user might be trying to get a product fixed through an online shopping platform where they purchased it. The job involves liaising with the seller or manufacturer for warranty claims or repairs.
3. Software Development Company - The end user could be working with a software development company to fix a bug or issue in a software product. The job involves identifying the problem, debugging, and testing to ensure the issue is resolved.
4. Online Learning Platform - The end user might be using an online learning platform where a course or learning material is not functioning properly. The job involves identifying the issue, fixing it, and ensuring the learning experience is seamless.
5. Telecommunications Company - The end user could be dealing with a telecommunications company to fix an issue with their phone or internet service. The job involves troubleshooting, resolving the issue, and ensuring the service is restored.
6. Online Gaming Platform - The end user might be using an online gaming platform where a game is not working properly. The job involves identifying the game issue, fixing it, and ensuring the game runs smoothly.
7. Social Media Platform - The end user could be trying to fix an issue with their social media account. The job involves identifying the problem, resolving it, and ensuring the user can access and use their account without issues.
8. Online Banking Platform - The end user might be dealing with an online banking platform where a transaction or service is not working properly. The job involves identifying the issue, resolving it, and ensuring the banking service is functioning correctly.
9. Online Travel Agency - The end user could be using an online travel agency platform where a booking or service is not functioning properly. The job involves identifying the issue, resolving it, and ensuring the travel booking process is seamless.
10. Online Healthcare Platform - The end user might be using an online healthcare platform where a service or appointment booking is not working properly. The job involves identifying the issue, resolving it, and ensuring the healthcare service is functioning correctly.

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 status of your product repair at all times - This helps in planning and reduces anxiety about when the product will be ready for use again.
2. Have a clear understanding of the repair costs upfront - This helps in budgeting and decision-making about whether to proceed with the repair or consider a replacement.
3. Ensure the repair process does not take too much of your time - Time is valuable and a lengthy repair process can be inconvenient.
4. Avoid hidden charges or costs during the repair process - Unexpected costs can be frustrating and disrupt budget planning.
5. Ensure the product works as expected after the repair - The main goal of the repair is to restore the product's functionality.
6. Avoid damage to the product during the repair process - Additional damage during repair can lead to further costs and inconvenience.
7. Ensure the repair is done using quality parts - Quality parts can extend the lifespan of the product and improve its performance.
8. Avoid long periods without the product due to repair - Being without the product for a long time can disrupt your routine or work.
9. Ensure the repair process is easy to initiate and track on the online platform - A user-friendly platform makes the repair process less stressful and more efficient.
10. Avoid miscommunication or misunderstanding about the repair process and costs - Clear communication helps to set accurate expectations and avoid disputes.

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 the initial diagnostic service for identifying the issue with the product through an online platform.
2. Minimize the cost of the parts required for fixing the product through an online platform.
3. Minimize the cost of the labor involved in repairing the product through an online platform.
4. Minimize the cost of shipping the product to and from the repair center through an online platform.
5. Minimize the cost of potential additional repairs that may arise during the fixing process through an online platform.
6. Minimize the cost of downtime while the product is being fixed through an online platform.
7. Minimize the cost of follow-up services if the initial repair doesn't solve the problem through an online platform.
8. Minimize the cost of warranty extensions for future protection of the product through an online platform.
9. Minimize the cost of expedited services to get the product fixed faster through an online platform.
10. Minimize the cost of potential loss of data or settings during the repair process through an online platform.

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 Through an Online Platform

1. Identifying the Issue - Determine what the problem is with the product that needs fixing.
2. Researching Possible Solutions - Look up potential fixes for the issue online to see if it can be resolved without professional help.
3. Gathering Product Information - Collect all necessary product information, such as model number, purchase date, and warranty details.
4. Choosing a Repair Platform - Decide on an online platform to use for the repair service based on reviews, costs, and service offerings.
5. Creating an Account - If necessary, create an account on the chosen online platform.

During Getting a Product Fixed Through an Online Platform

1. Submitting a Repair Request - Fill out and submit a repair request form on the online platform, providing all necessary product and issue details.
2. Communicating with the Repair Service - Engage in any necessary communication with the repair service, such as answering additional questions about the issue.
3. Following Repair Instructions - If given any instructions by the repair service, such as steps to troubleshoot the issue, follow them carefully.
4. Providing Payment Information - Enter payment information for the repair service, if required.
5. Confirming Repair Order - Review and confirm the repair order before it is officially submitted.

After Getting a Product Fixed Through an Online Platform

1. Receiving Confirmation of Repair - Wait for and receive confirmation from the online platform that the repair has been completed.
2. Testing the Product - Test the product to ensure the issue has been resolved.
3. Providing Feedback - Leave feedback on the online platform about the repair service experience.
4. Paying for the Service - Complete the payment process for the repair service, if not already done.
5. Keeping Repair Records - Save any important information or documents related to the repair for future reference.

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 Patient: When getting a product fixed through an online platform, it is important to feel patient. The process may take time, especially if there are complex issues to be resolved.
2. Feel Confident: Confidence in the online platform and the technicians handling the repair is crucial. This can help in effectively communicating the issues and understanding the solutions provided.
3. Feel Assured: Feeling assured that the product will be fixed correctly is important. This can help in reducing anxiety and stress related to the repair process.
4. Feel Understood: It's important to feel that the customer service understands your problem and is working towards a solution.
5. Feel Satisfied: Satisfaction with the repair process and the final outcome is a desired emotion. This can lead to a positive overall experience.

Undesired Emotions:

1. Avoid Feeling Frustrated: Frustration can arise if the repair process is slow or if the problem is not being addressed properly. It's important to manage expectations and communicate effectively to avoid this feeling.
2. Avoid Feeling Anxious: Anxiety can occur if there is uncertainty about the repair process or the outcome. It's important to have trust in the platform and the technicians to avoid this feeling.
3. Avoid Feeling Confused: Confusion can arise if the repair process or the technical aspects are not clearly explained. Clear communication and understanding are key to avoid this feeling.
4. Avoid Feeling Ignored: Feeling ignored or not taken seriously can lead to a negative experience. It's important that the platform provides timely updates and responses to avoid this feeling.
5. Avoid Feeling Disappointed: Disappointment can occur if the repair does not meet expectations or if the product is not fixed properly. It's important to have realistic expectations and communicate effectively to avoid this feeling.

Social Jobs

Ditto emotional jobs

Desired Perceptions

1. Be Perceived as Patient - Patience is key when dealing with technical issues. Being seen as patient implies that you can handle delays and complications without getting frustrated or upset.
2. Be Perceived as Technically Savvy - Understanding the product and the issue at hand is crucial. Being perceived as technically savvy suggests that you can accurately describe the problem and follow instructions to fix it.
3. Be Perceived as Communicative - Clear communication is essential in an online platform. Being perceived as communicative means you can effectively convey your issues and understand the solutions provided.
4. Be Perceived as Cooperative - Cooperation with the support team can speed up the process. Being perceived as cooperative implies that you are willing to follow instructions and work with the team to resolve the issue.
5. Be Perceived as Respectful - Respect for the support team's time and effort is important. Being perceived as respectful means you value their work and treat them with courtesy.

Undesired Perceptions

1. Avoid Being Perceived as Impatient - Impatience can lead to rushed decisions and miscommunication. Avoid being perceived as impatient to ensure a smooth and effective resolution process.
2. Avoid Being Perceived as Technically Inept - Lack of understanding can slow down the process and lead to confusion. Avoid being perceived as technically inept by learning about the product and the issue at hand.
3. Avoid Being Perceived as Uncommunicative - Poor communication can lead to misunderstandings and delays. Avoid being perceived as uncommunicative by clearly expressing your issues and responding promptly.
4. Avoid Being Perceived as Uncooperative - Lack of cooperation can hinder the resolution process. Avoid being perceived as uncooperative by following instructions and working with the support team.
5. Avoid Being Perceived as Disrespectful - Disrespect can strain the relationship with the support team. Avoid being perceived as disrespectful by treating the team with courtesy and respect.

Survey Format