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…