Does the job to be done work for hardware + software offering ?
I work for a company offering an LMS with VR training modules tailored to company specific trainings (security, diversity etc). Their unique positioning is that they sell the VR sets (and a VR set management platform) as well. They want to simplify their offering that has been “all inclusive” with a variable around number of trainings available. The catch is that they have very different client profils: Some already have VR sets and only want modules, some only want 1 module but need multiple VR sets, some want mutiple modules and VR sets etc. They’re having a hard time coming up with a solid basis.
I’m wondering which framework I should consider given their unique product combination (SaaS+hardware). Do you think hardware can be considered as a value metric in a SaaS?
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Yes, JTBD works here. The ‘job’ is independent of any specific solution., technological or otherwise and the value of the ‘job’ remains constant for each specific customer.
The LMS + VR solution is competing all the other ways the training could be delivered.
I think of it like, this… “a well-trained staff is worth between $###-$### to the customer, so we need to keep the price for our LMS + VR solution within that range. The customer doesn’t care about our costs, our technology, only that our solution works and we fit into that range.”
helpful?
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Hello @garrickvanburen ,
Thanks so much for your answer. I’ll start the work with JTBD to be sure to not price the product but the customer. What’s tricky is that the company is really pushing to articulate the offering around hardware., which I want to steer them away from.
When I was at Forrester I managed a product called CX Index that had 3 components: 1) syndicated CX benchmark data; 2) software platform to access/analyze data; and 3) consulting services to interpret the WIM (what it means). What I learned when I did voice of the customer research is that customers truly look at the entire experience holistically, including some of the overhead processes like our contracting and billing - which you can argue isn’t part of the “product” but in fact is in the minds of the customer.
Long-winded way of saying, it’s no different. I ran into the same thing with IoT clients that had sensors + SaaS too. You design around the Job, not the components.
Hello @Ed_Arnold
Thanks for sharing that example, it really resonates. I believe the hardware element (in this case, VR headsets) is a powerful lever for adoption. I’ll incorporate it into the packages to enhance the experience and reduce friction, while still prioritizing design around the Job to be Done rather than specific components.
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