A Jobs-to-be-Done Lens on Obtaining Technical Support

The Context: Software - we've all been there and here's the model

Lance Bettencourt wrote a great book called Service Innovation: How to Go from Customer Needs to Breakthrough Services which was the second book on Jobs-to-be-Done that I read. I already knew that software requirements were a problem because they were constantly in flux and this book was about services, as opposed to products. It’s what I needed to seal the deal.

He had a great Universal model on both obtaining a service, and providing a service that I’ve leveraged over the years. He also has a specific example for obtaining product support. So, it’s slightly different framing than mine, but not that far off. What we’re going to talk about here is a comparison between his model, and what I’ve generated with #ChatGPT. There’s a difference, but I believe you could be successful with either one. Of course, I’ll end it all with a link to a complete catalog for you to use in your innovation work.

Note: My catalog is a complete set of the content you need to construct powerful surveys. That…