The research question
In healthcare-SaaS work, the task was to understand the progress customers wanted and the constraints behind their buying decisions. Feature requests alone were not enough to prioritise the offer or product.
The documented programme analysed 60 sales calls from 49 unique prospects and examined competitive claims alongside Jobs-to-be-Done and desired outcomes. Client identities and transcript contents remain private.
What the work connected
Customer language was organised into jobs, outcomes, constraints and objections. Competitive assertions were checked rather than accepted because they sounded distinctive.
The commercial use of this research was a clearer account of what buyers valued, what alternatives they considered and which promises required evidence. It also informed product and roadmap conversations.
What the count means
These numbers describe research coverage. They do not establish a conversion lift, revenue increase or representative estimate of the entire market. Recorded calls are a selected sample, not a random survey.
The programme included repeat conversations with some prospects, so 60 calls must not be interpreted as 60 independent buyers.
How this informs agent-offer experiments
Human buying evidence supplies hypotheses about the job an agent may be acting on. It does not prove that an agent shares those preferences. Offer variants and controlled agent evaluation test that connection within a defined context.
New interview recruitment or a wider research programme is separately scoped; this historical coverage is not a promise that every base sprint includes 60 interviews.
Source: Anonymised healthcare-SaaS implementation and validated JTBD records, February 2026. Source traceability retained privately.
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