The document describes the Jobs-To-Be-Done framework which involves mapping out the steps a customer takes to complete a job from defining goals, locating needed items, preparing the environment, confirming readiness, executing the job, monitoring progress, modifying if needed, and concluding the job. It provides questions to help uncover opportunities for innovation at each step and at the job level overall.

1. The Jobs-To-Be-Done Framework AN INNOVATION
PRACTICE

2. The Job Map
DEFINE LOCATE PREPARE
CONFIRM EXECUTE MONITOR
MODIFY CONCLUDE

3. 1: DEFINE
DETERMINE THEIR
GOALS & PLAN
RESOURCES
INNOVATE BY…
SIMPLIFYING
PLANNING

4. 2: LOCATE
GATHER ITEMS &
INFORMATION
NEEDED TO DO THE
JOB
INNOVATE BY…
MAKING REQUIRED
INPUTS EASIER TO
GATHER & ENSURING
THEY’RE AVAILABLE
WHEN & WHERE NEEDED

5. 3: PREPARE
SET UP THE
ENVIRONMENT TO
DO THE JOB
INNOVATE BY…
MAKING SET-UP LESS
DIFFICULT &
CREATING GUIDES TO
ENSURE PROPER SET-
UP OF THE WORK
AREA

6. 4: CONFIRM
VERIFY THAT
THEY’RE READY TO
PERFORM THE JOB
INNOVATE BY…
GIVING CUSTOMERS
INFORMATION THEY
NEED TO CONFIRM
READINESS

7. 5: EXECUTE
CARRY OUT THE
JOB
INNOVATE BY…
PREVENTING
PROBLEMS OR
DELAYS

8. 6: MONITOR
ASSESS WHETHER
THE JOB IS BEING
SUCCESSFULLY
EXECUTED
INNOVATE BY…
LINKING MONITORING
WITH IMPROVED
EXECUTION

9. 7: MODIFY
MAKE
ALTERATIONS TO
IMPROVE
EXECUTION
INNOVATE BY…
REDUCING THE
NEED TO MAKE
ALTERATIONS AND
THE NUMBER OF
ALTERATIONS
NEEDED

10. 8: CONCLUDE
FINISH THE JOB
OR PREPARE TO
REPEAT IT
INNOVATE BY…
DESIGNING
PRODUCTS THAT
SIMPLIFY THE
PROCESS OF
CONCLUDING THE
JOB

11. Mapping a Customer Job
WHAT THE CUSTOMER IS TRYING TO ACCOMPLISH

12. Validating Questions
What are the
most central
tasks that must
be accomplished
in getting the job
done?
What must
happen before
the core
execution step to
ensure the job is
successfully
carried out?
What must
happen after the
core execution
step to ensure
the job is
successfully
carried out?

13. Uncovering
Opportunities for
Innovation
LOOK SYSTEMATICALLY FOR OPPORTUNITIES TO CREATE VALUE

14. AT JOB LEVEL
in a more
efficient or
effective
sequence?
struggle
executing the
job more than
others?
rely on
multiple
solutions to
get the job
done?
eliminate
need for
inputs /
outputs from
the job?
execute all
steps for
which they are
responsible?
automated or
shifted to
someone
else?trends affect
the way the
job is
executed in
the future?
contexts
customers
most struggle
with executing
the job today?
where or
when might
customers
want to
execute the
job?

15. AT STEP LEVEL
this step
time-
consuming or
inconvenient?
drawbacks of
solutions used
to execute this
step?
more difficult
to execute
successfully in
others?
this step’s
ideal output
looks like?
struggle
more than
others with
this step?
execution
to go off
track?
variability
in
executing
this step?