Replacement Journey

JTBD Master Prompting

Switcher experiences the Replacement Journey — The process of substituting the solution with an alternative.

End User: Consumer

Job: Replacing a product or service

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 Need for Replacement

The ability to recognize and define the need for a new solution, based on the current solution's performance, cost, or other factors.

1

Set Up Criteria for Evaluation

The ability to prepare a set of criteria or standards that the potential solutions will be evaluated against.

2

Research Potential Solutions

The ability to locate and gather information about potential replacement solutions, including their features, benefits, and costs.

3

Select the Best Solution

The ability to execute the decision-making process and choose the best solution based on the evaluation criteria.

4

Verify Solution Compatibility

The ability to confirm that the potential solutions are compatible with existing systems, processes, or requirements.

5

Finalize the Switch to the New Solution

The ability to conclude the replacement process by fully transitioning to the new solution and discontinuing the use of the old one.

6

Monitor the Implementation Process

The ability to oversee the process of implementing the new solution, ensuring that it is done correctly and efficiently.

7

Address Implementation Issues

The ability to resolve any issues or problems that arise during the implementation of the new solution.

8

Evaluate Solution Performance

The ability to assess the performance of the new solution, ensuring it meets the defined needs and expectations.

9

Adjust the Solution as Needed

The ability to modify the new solution or its implementation process as needed, based on feedback or performance.

10

Confirm Successful Implementation

The ability to verify that the new solution has been successfully implemented and is functioning as expected.

11

Train Users on the New Solution

The ability to educate and prepare end users on how to use the new solution effectively.

12

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.

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 researching and comparing different products or services for replacement.
2. Minimize the cost of purchasing the replacement product or service.
3. Minimize the cost of shipping and delivery for the replacement product or service.
4. Minimize the cost of installation or setup of the replacement product or service.
5. Minimize the cost of learning to use the replacement product or service effectively.
6. Minimize the cost of maintaining and repairing the replacement product or service over time.
7. Minimize the cost of disposing of the old product or service.
8. Minimize the cost of potential downtime during the replacement process.
9. Minimize the cost of any necessary accessories or attachments for the replacement product or service.
10. Minimize the cost of potential loss of productivity due to the replacement process.
11. Minimize the cost of any potential warranty or insurance for the replacement product or service.
12. Minimize the cost of any potential upgrades or updates for the replacement product or service.
13. Minimize the cost of any potential return or exchange if the replacement product or service is not satisfactory.
14. Minimize the cost of any potential loss of data or settings during the replacement process.
15. Minimize the cost of any potential compatibility issues with other products or services.
16. Minimize the cost of any potential disruption to routines or habits due to the replacement process.
17. Minimize the cost of any potential negative impact on customer satisfaction due to the replacement process.
18. Minimize the cost of any potential negative impact on business reputation due to the replacement process.
19. Minimize the cost of any potential legal or regulatory issues related to the replacement product or service.
20. Minimize the cost of any potential environmental impact of the replacement product or service.

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 Replacing a Product or Service

1. Identifying the Need for Replacement - Determine if the current product or service is no longer meeting needs or expectations.
2. Researching Alternatives - Look into other products or services that could potentially replace the current one.
3. Comparing Features and Benefits - Evaluate the features and benefits of the potential replacements against the current product or service.
4. Establishing Budget Constraints - Decide on a budget for the replacement product or service.
5. Considering Timing - Determine the best time to make the replacement, considering factors such as warranty expiration, sales, or seasonal needs.

During Replacing a Product or Service

1. Purchasing the Replacement - Buy the chosen replacement product or service.
2. Arranging for Delivery or Installation - If necessary, schedule a delivery or installation date for the replacement.
3. Preparing for Transition - Make any necessary preparations for the transition from the old product or service to the new one.
4. Disposing of the Old Product or Cancelling the Old Service - Properly dispose of the old product or cancel the old service, following any necessary procedures.
5. Transitioning to the New Product or Service - Begin using the new product or service, making any necessary adjustments.

After Replacing a Product or Service

1. Evaluating the Replacement - Assess the performance and satisfaction with the new product or service.
2. Troubleshooting Issues - Address any issues or problems that arise with the new product or service.
3. Learning New Features or Procedures - Familiarize yourself with any new features or procedures related to the new product or service.
4. Providing Feedback - If applicable, provide feedback to the company about the replacement process and the new product or service.
5. Planning for Future Replacements - Based on the experience, make plans or adjustments for future replacements.

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 a consumer, it is important to feel satisfied when replacing a product or service. This satisfaction can come from finding a suitable replacement that meets your needs and expectations.
2. Feel Confident: Confidence is crucial when making the decision to replace a product or service. You should feel confident that the replacement will serve you as well as, if not better than, the original.
3. Feel Relieved: Replacing a product or service can be stressful, so feeling relieved once the process is complete is a positive emotion to experience.
4. Feel Excited: The prospect of using a new product or service can bring about feelings of excitement. This can make the replacement process more enjoyable.
5. Feel Informed: It's important to feel informed about the options available when replacing a product or service. This can help you make the best decision for your needs.

Undesired Emotions:

1. Avoid Feeling Frustrated: The process of replacing a product or service can be complex and time-consuming. It's important to manage this process effectively to avoid feeling frustrated.
2. Avoid Feeling Confused: With so many options available, it can be easy to feel confused when replacing a product or service. It's important to do your research and seek advice if needed to avoid this feeling.
3. Avoid Feeling Regretful: Regret can occur if the replacement product or service does not meet your expectations. To avoid this, it's important to carefully consider your options before making a decision.
4. Avoid Feeling Anxious: The uncertainty of whether a replacement product or service will meet your needs can cause anxiety. It's important to manage this emotion by doing thorough research and seeking advice if needed.
5. Avoid Feeling Disappointed: If the replacement product or service does not live up to your expectations, you may feel disappointed. To avoid this, it's important to have realistic expectations and to thoroughly research your options.

Social Jobs

Ditto emotional jobs

Positive Perceptions

1. Be Perceived as Informed - Understanding the product or service you are replacing is crucial. Being perceived as informed means you have done your research and know what you want.
2. Be Perceived as Decisive - Making a decision to replace a product or service shows that you are not afraid to make changes when necessary. This perception indicates that you are confident and assertive.
3. Be Perceived as Responsible - Taking the initiative to replace a product or service that is not working properly shows that you are responsible and proactive.
4. Be Perceived as Patient - The process of replacing a product or service can be time-consuming and frustrating. Being perceived as patient shows that you can handle stress and delays with grace.
5. Be Perceived as Communicative - Clearly expressing your needs and expectations during the replacement process is important. Being perceived as communicative means you are open, honest, and easy to work with.

Negative Perceptions

1. Avoid Being Perceived as Impulsive - Replacing a product or service without careful consideration can lead to regret and additional costs. Avoid being perceived as impulsive by taking the time to research and think through your decision.
2. Avoid Being Perceived as Indecisive - Constantly changing your mind during the replacement process can cause confusion and delays. Avoid being perceived as indecisive by making clear decisions and sticking to them.
3. Avoid Being Perceived as Irresponsible - Neglecting to replace a faulty product or service can lead to further problems. Avoid being perceived as irresponsible by taking action when necessary.
4. Avoid Being Perceived as Impatient - Showing frustration or anger during the replacement process can create a negative experience for everyone involved. Avoid being perceived as impatient by maintaining a calm and positive demeanor.
5. Avoid Being Perceived as Uncommunicative - Failing to express your needs and expectations clearly can lead to misunderstandings and dissatisfaction. Avoid being perceived as uncommunicative by being open and clear in your communication.

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