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Practical JTBD

The document discusses the Jobs To Be Done (JTBD) framework, emphasizing the importance of understanding the tasks that customers want to accomplish rather than focusing solely on demographics or existing solutions. It outlines a practical model for applying JTBD, including discovering, defining, designing, and delivering value based on customer motivations and desired outcomes. Additionally, it highlights the need for organizations to shift their perspective from inside-out to outside-in to effectively address customer needs and survive disruption.

Design◦
Practical Jobs To Be Done: A Way of Seeing
@JimKalbach
Disruption Sustaining WHAT IS “DISRUPTION“? PERFORMANCE TIME MARKET DEMAND LOW HIGH
Encyclopedias Wikipedia Book stores Amazon CDs MP3 Film photography Digital photography Premium airlines Budget airlines Rental cars Car sharing Telephone VOIP
GoToMeeting gets high-definition video conferencing chamilton Aug 2, 2011 - 5:00 AM CDT
Skype for business
JOBS TO BE DONE (JTBD) Progress toward a goal •Not demographics •Not solutions •Show causality •Why people “hire“
At the core of disruption is a realization that opportunity comes from of understanding the jobs people want to get done.1
PRACTICAL MODEL FOR JTBDs DIMENSIONS CIRCUMSTANCE
DIMENSIONS: “HIRING“ A KEYLESS LOCK • FUNCTIONAL - Control access to my home • EMOTIONAL - Feel secure and safe • SOCIAL - Let visitors in, keep strangers out
• SITUATION – Private home- owners need to let people in and out when they are at work during the day • MOTIVATION – Solve the problem of selective access and of scheduling visit • DESIRED OUTCOMES - Maximize options for entry/exit - Reduce chance of intruders - Increase sense of security CIRCUMSTANCES: “HIRING“ A KEYLESS LOCK
JTBDs give designers a way of capturing insight that leverages our skills for finding real business opportunities2
1. Discover 2. Define 3. Design 4. Deliver Develop
APPLYING JTBDs 1. Discover value 2. Design value 3. Deliver value 4. (Re)define value
#1 – DISCOVER VALUE
„Indi Young, Mental Models. Rosenfeld Media, 2008. Mental models give a deep understanding of people’s motivations and thought-processes, along with the emotional and philosophical landscape in which they are operating. MENTAL MODELS
#2 DEFINE VALUE Minimize the time it takes to summarize notes from an event Minimize Reduce Lower Maximize Increase Raise Time Ability Effort Chances Likelihood DIRECTION UNIT QUALIFIER DESIRED OUTCOMES
1. Maximize the ability to allow visitors in during the day 1 2 3 4 5 6 7 8 9 10 Very low Very high A. How important is this to you? B. How well is this currently being satisfied? DESIRED OUTCOMES SURVEY 2. Reduce the chance of intruders getting in 1 2 3 4 5 6 7 8 9 10 Very low Very high
9  Importance 3   Satisfaction   Satisfaction Gap 6 Importance + Satisfaction Gap = Opportunity score 9 + 6 = 15
FIND OPPORTUNITIES Satisfaction Importance TONY ULWICK
#3 – DESIGN VALUE Job Stories Alan Klement, “Replacing The User Story With The Job Story”
#3 – DESIGN VALUE
#4 – DELIVER VALUE Shift language to reflect JTBD BEFORE Our conference software features high- definition video with the best resolution AFTER Connect with remote colleagues on a more personal level with true-to-life video
Functional job (1) Desired outcome Situation & Motivatio nFunctional job (2) Emotional job Social job
#5 – (RE)DEFINE VALUE “The greatest competitor [in tax software] … was not in the industry. It was the pencil. The pencil is a tough and resilient substitute. Yet the entire industry had overlooked it.” SCOTT COOK, Founder of Intuit
#5 – (RE)DEFINE VALUE “Customers struggle when they try to make their life better but don’t know how. We call this struggle a Job to be Done.”
JTBD offers a practical ‘lens’ to view various aspects our your organization and shift the view from inside-out to outside-in3
Surviving disruption requires a focus on JTBDs, something relevant to designers when applied in practical ways 1 2 3
“People don’t want a quarter-inch drill, they want a quarter- inch hole.” THEODORE LEVITT
Danke schön! @JimKalbach Jim.Kalbach@Gmail.com www.experiencinginformation.com