Ep.8 - Jobs To Be Done Theory for CX - Jim Kalbach

Visit www.theydo.com

Summary

Jochem Van Der Veer and Jim Kalbach discuss the Jobs to Be Done (JTBD) framework, its integration with experience design, and its application in understanding user needs. Jim emphasizes the importance of precision and complementary techniques in JTBD, explaining how it enhances traditional methods like journey mapping. They explore the hierarchy of target jobs, the significance of job metrics, and the ROI of implementing JTBD in organizations. 

They delve into the Jobs to Be Done framework, discussing its importance in prioritizing opportunities, understanding unmet needs, and fostering collaboration within teams. They explore the timeless nature of jobs, the longevity of research findings, and the common pitfalls organizations face when implementing this framework. The discussion also highlights the balance between leveraging AI for research and the necessity of human insight in understanding customer needs.

Guest Bio 

Jim is an expert at the intersection of experience design, innovation, and new ways of working. With a deep passion for creating meaningful user experiences and driving organisational change, Jim has authored five influential books on these subjects including : The JTBD Playbook (Rosenfeld, 2020) and Collaborative Intelligence (Wiley, 2023).

In 2020, Jim co-founded the JTBD Toolkit, a comprehensive online resource dedicated to the "Jobs to Be Done" framework. With years of experience in design thinking, remote collaboration, and product development, Jim is Chief Evangelist at Mural - the whiteboard software company and sought-after speaker and thought leader in the design and innovation space.

Chapters:

00:00 Introduction to Jobs to Be Done Framework

02:46 Complementary Techniques in Experience Design

06:05 Understanding Precision in Jobs to Be Done

09:03 Target Jobs and Hierarchy of Abstraction

11:49 Job Metrics and Their Importance

15:07 B2B Example: Health Insurance Job Metrics

17:59 Qualitative Research in Jobs to Be Done

21:14 The Value of Job Metrics for Underwriters

24:00 Scaling Jobs to Be Done in Organizations

26:53 Decision Making and Rituals in Organizations

32:18 Data Integration and Jobs to Be Done

36:28 The Longevity of Jobs to Be Done Research

37:50 Collaboration vs. Research in Jobs to Be Done

39:43 Operationalizing Jobs to Be Done

41:30 Facilitating Team Collaboration

43:16 Understanding Metrics: NPS and Jobs to Be Done

44:41 Common Mistakes in Jobs to Be Done

48:31 Delivering Insights to Teams

51:21 Balancing AI and Human Insight

56:54 Complementary Roles of AI in Research

Link to book - https://g.co/kgs/zTgBXnE

Follow Jim - https://www.linkedin.com/in/kalbach/