Jim Kalbach

Jim Kalbach, a leading expert in experience design and author of influential books, joins to discuss the Jobs to Be Done (JTBD) framework. He highlights how JTBD refines understanding of customer needs and integrates seamlessly with journey mapping. The conversation covers the importance of job metrics, especially in healthcare, and practical strategies for implementing JTBD in organizations. Jim also emphasizes the balance between AI and human insight in research, advocating for collaborative approaches to enhance decision-making and customer experiences.

Jim Kalbach, an expert in customer needs and the Jobs to Be Done (JTBD) framework, joins the discussion to uncover how startups can define and identify the right problems to solve. He explains the stability of JTBD over time and the importance of a solution-agnostic mindset. Kalbach shares practical insights on conducting customer interviews, including switch interviews, to discover real user needs. Listeners can learn how to enhance their innovation strategies and align their products with genuine customer pain points.

Jim Kalbach, author of The Jobs To Be Done Playbook and Head of Customer Experience at MURAL, discusses the Jobs to Be Done method and how it can be applied to fulfill customer needs. Topics include human-centered product and marketing strategies, interview methods, job maps, and customer success.