Market disruption is happening at increasingly alarming rates. With so-called “big bang disruption” companies and entire markets can by obliterated in a short period of time. A key to survival is understanding the tasks customers are trying to accomplished: they “hire” our products and services to get a job done.
Jobs to be done (JTBD) is a growing field of study and increasingly seen as a source for business growth. Luckily, UX strategy is naturally close to jobs to be done. We have the skills and techniques to observe people in the context of the work and lives, and extract the tasks they are doing.
What’s more, tools and techniques in the UX canon already capture JTBD, such as mental model diagrams. But more importantly, JTBD point to clear opportunities for innovation—human centered innovation. The key is to find jobs that are most important to users, but are least satisfied. This is your opportunity space.
In this talk, I will outline jobs to be theory and show how it relevant to UX strategy. Through examples from my own work, I’ll show how to prioritize features and efforts in a way that has real impact.
1. Understand Users
68 hours ofaudio
1,488 pages of text
Indi Young, Mental Models. Rosenfeld Media, 2008.
A mental model helps you visualize how your business strategy looks compared to the existing user experience. Thus, it is a diagram that can support your experience strategy.
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on the go
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Goal Space Find Photos
Tasks, towers, goals
“It’s great to have this data to help make informed decisions. I’m looking forward to incorporating it more and more.”
Desired Outcomes as heuristics: does the concept help or hurt?
Shift language to reflect JTBD
Our automated photo indexing is the best in the industry
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“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.”
Quotedin: The MythsofInnovation, SCOTTBERKUN, 2007
[On Arenas]: The driver of categorization will in all likelihood be the outcomes that particular customers seek (“jobs to be done”) and the alternative ways those outcomes might be met.
The End ofCompetitiveAdvantage, 2013