JOBS TO BE DONE
Build a More Customer-Centric Organization |
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To get an edge on the competition, you need to start with your most important factor: your customer. Our Jobs to be Done methods cut deep to your customer’s functional and emotional motivations and give unparalleled insights into why people behave the way they do. Knowing your customers’ Jobs to be Done can redefine your landscape of opportunities in product development, sales strategy, as well as branding and messaging. It can redefine and re-segment your market. It ensures that your solutions are truly customer-centric.
Jobs to be Done are the underlying tasks that people are trying to get done in their lives – whether they are B2C or B2B customers. They explain the “why” behind customer behavior, rather than focusing on what customers buy today or what their stated preferences are. They explain how ice cream, for example, is not just a sweet treat, but also a unique way to bond, celebrate, and console. Understanding what needs your customers are trying to fill, both functional and emotional, as well as the journey map to get there, can help your team ask the right questions and broaden the range of solutions.
Jobs to be Done are the underlying tasks that people are trying to get done in their lives – whether they are B2C or B2B customers. They explain the “why” behind customer behavior, rather than focusing on what customers buy today or what their stated preferences are. They explain how ice cream, for example, is not just a sweet treat, but also a unique way to bond, celebrate, and console. Understanding what needs your customers are trying to fill, both functional and emotional, as well as the journey map to get there, can help your team ask the right questions and broaden the range of solutions.
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Understand Your Customers and Shifting Trends in Your MarketOver the past dozen years, our firm has developed and refined a unique way to turn the theory of Jobs to be Done into winning innovations, product strategies, and actionable business plans. Our firm’s leadership worked for years to develop and refine the concept with Clayton Christensen, the Harvard Business School professor who first popularized the Jobs to be Done theory. We now stand as a global leader in Jobs to be Done, having a long trajectory applying it to hundreds of contexts and helping companies outperform their competitors. Our team has written extensively on the subject, including in our award-winning book: Jobs to be Done: A Roadmap for Customer-Centered Innovation
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Our Approach to Gathering Jobs to be Done Insights
Our method for gathering Jobs to be Done insights looks at 8 key elements to give a rigorous, detailed, and holistic view of consumers. This method allows us to depict the landscape of Jobs to be Done for distinct customer groups, including key decision-making elements such as the drivers that impact how important certain Jobs are, the pain points they encounter with current approaches, and the success criteria they have for calling a Job “well done”.
We often use a combination of qualitative and quantitative research methods for gathering Jobs to be Done insights. Qualitative methods — such as in-depth interviews and ethnographies — are best suited for laying out the landscape of Jobs to be Done, while quantitative surveys can be deployed to assess the prevalence of these Jobs in the marketplace, measure satisfaction gaps, and identify groups of customers that are united by similar Jobs. Our engagements are tailored to each company and situation -- we’ll work closely with you to determine the best tools to suit your target customer, research questions, budget, and timeline.
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FEATURED WORKING PAPER
Using Jobs to be Done to Become a Customer-Centered OrganizationJobs to be Done is a theory about how customers make decisions. It helps us understand why customers buy what they buy, allowing us to proactively design solutions that are more likely to succeed in the market. This working paper explains our step-by-step method for using Jobs to be Done, and it illustrates our process with a case study in the food & beverage industry.
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Jobs to be Done in Action
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How a leading U.S. dairy brand captured new growth opportunities by uncovering unmet customer needs LEARN MORE > |
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Let's Uncover Your Customers' Jobs to be Done
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