11. We buy because a product helps us get a job done.
We hire products to do jobs for us.
12. Jobs-To-Be-Done Conventional Marketing
Frames customers by
attributes—using age ranges,
race, marital status, and other
categories.
Focused on what companies
want to sell, rather than on
what customers actually need.
Focuses on the problem
customers would like to
solve.
Focuses on understanding
the “job” for which
customers find themselves
“hiring” a product or
service.
13. Some jobs are timeless, but the
solutions may not be.
14. Transporting documents to far away places.
Pharaohs hired foot couriers & homing
pigeons to transport documents
President Roosevelt hired trains to
get his documents across the US
Today businesses hire FEDEX to fly their
documents across the world.
15. JTBD Principles
• Job: A situation someone wants to resolve
• Hire: Choosing and using a job
• Fire: No longer using a solution for a Job-To-Be-Done
• Consideration Set: Solutions being considered to hire for the job
• The Switch: The moment where there is an explicit choice towards a new
solution
• Forces: Emotional energy when using, buying, or switching to a product
16. The Equation of Progress
Jobs-to-be-Done forces diagram by Margaret Wilkins.
21. Interviews Help You
• Understand the journey your customer had to undertake in order to
make the commitment to your product.
• Get a better picture of the various emotional and social aspects
influencing the decision-making process.
22. Review
• Customers find themselves with a problem they would like to solve.
• JTBD is focused on understanding the “job” for which customers find
themselves “hiring” a product or service.
• Use interviews, timelines, the forces of progress to help you
understand the journey your customer had to undertake in order to
make the commitment to your product.
• Learn more at https://medium.com/the-job-to-be-done
23. “People do not want a quarter-inch drill, they
want a quarter inch hole.”
Theodore Levitt
American Economist and Professor at Harvard Business School
Hello Everyone
First I want to thank you for taking the time out of your busy day to hear my presentation. It is a great honor for me.
So recently I came across the Jobs-To-Be-Done Framework and was really excited to learn of this way of approaching product/service design.
The Milkshake Story:
A fast-food chain wanted to improve the sales of their milkshakes.
They added more flavors. More toppings. They made it creamier than other fast-food chains’ milkshakes but the results were not great.
Then they asked customers how they could improve their milkshakes.
They used the feedback to change the product. Again without significant results.
They profiled their targeted consumers into market segments and calibrated the milkshakes according to the related consuming habits.
Then they focused on the market segment yet still no results.
Then a researcher in the team redefined the problem by trying to find out what people were trying to get done that caused them to hire a milkshake.
What they found out was that most customers buying a milkshake were alone, wearing work clothes, would do it before 8 AM and would only buy a milkshake.
They asked them about the context of the purchase (not about the product):
What were they doing?, what went through their head, etc.
They found out that people were buying a milkshake to make their driving to work less boring.
Consumers didn’t really care about the taste. They needed something they could consume immediately, with one hand, that lasted and didn’t easily stain.
Milkshake does this job better than its competition: donuts, bananas, bagels, etc.
Transition: And then it happened!
So after discovering this insight they made the purchase of milkshakes easier for commuters by installing a dedicated self-service kiosk. It allowed out-of-the-box solutions.
Sales went up, without having to alter the product.
Looking at this example a question comes up
Why do we buy products?
We buy because that product/service helps us get a job done. We hire products to do jobs for us.
For example
We don’t want a freight train. We want goods transported.
We don’t want a TV. We want entertainment.
We don’t want a scale. We want weight management.
We don’t want an accounting system. We want financial tracking.
We don’t want a hose. We want healthy plants.
Now: Let’s compare the Jobs-To-Be-Done framework with conventional marketing.
As we encounter situations in our lives, we need a solution which will carry us from where we are, to where we want to be.
Transition: Now let’s look at an example.
Consider the Job of Transporting Documents
Needs don’t change.
Jobs don’t change.
The means to get that job changes.
So the opportunity for innovation lies in focusing on the job.
Transition: Now let’s look at some of the principles behind this framework.
Job: A situation someone wants to resolve
Hire: Choosing and using a Job
Fire: No longer using a solution for a Job-To-Be-Done
Consideration Set: Solutions being considered to hire for the Job
The Switch: The moment where there is an explicit choice towards a new solution
Forces: Emotional energy when using, buying, or switching to a product
These are some of the principles. Let’s look at the tools that are used in this framework.
Progress Making Forces:
Push of the situation (e.g. frustration, what you’re doing now isn’t working and you are ready to change)
Pull of a new solution (e.g. the pull or draw of something new or better)
Progress Hindering Forces:
Allegiance to the past (e.g. comfort of the known or history)
Anxiety around the new solution (e.g. anxiety or fear of the new solution, know-how, cost)
Interviewing Switchers helps to highlight the criteria people use to hire or fire a product.
Because we want to eventually uncover anxieties, motivations & situations, we want to help the customer become familiar with recalling emotional subtleties.
The Point of Purchase
When did you purchase the product?
Where were you?
Finding the first thought
When did you first realize you [needed something to solve your problem]?
Where were you?
Were you with someone?
Download Template from https://jtbd.info/jobs-to-be-done-interview-template-30421972ab2a#.elxjb2r9h
Because we want to eventually uncover anxieties, motivations & situations, we want to help the customer become familiar with recalling emotional subtleties.
The Point of Purchase
When did you purchase the product?
Where were you?
Finding the first thought
When did you first realize you [needed something to solve your problem]?
Where were you?
Were you with someone?
Note about the forces: You don’t need to be anywhere precise.
Concentrate on getting the Timeline right.
You will uncover a lot of the forces when analyzing your notes and recordings.
Anchor the customer at the switch/purchase and work your way back, filling in the details.
Here is a quote by Theodore Levitt. A Professor at Harvard Business School
This quote that sums up the essence of the Jobs-To-Be-Done Framework