Jobs to Be Done (JTBD) Frequently Asked Questions

Our AI tool identified these questions as some of the top questions that people ask about Jobs to be Done theory (JTBD). We also used the help of artificial intelligence to answer each question.

Jobs to be Done Frequently Asked Questions (JTBD FAQ)

1. What is Jobs to be Done (JTBD) and how does it work?

2. How can JTBD be used to identify and prioritize customer needs?

3. How does JTBD differ from traditional market segmentation?

4. How can JTBD be used to develop and market new products or services?

5. How can companies use JTBD to improve the customer experience?

6. What are the key principles of JTBD and how can they be applied in practice?

7. How can JTBD be used to understand and influence customer behavior?

8. How can JTBD be used to measure and track customer satisfaction and loyalty?

9. How does JTBD relate to design thinking and customer-centered innovation?

10. What are some best practices for implementing JTBD in an organization?

Here are answers to each of the most frequently asked questions about Jobs to Be Done, a popular innovation approach.

1. What is Jobs to be Done (JTBD) and how does it work?

Jobs to be Done (JTBD) is a customer-centered approach to product and service development that focuses on the specific tasks or goals that customers are trying to accomplish when they purchase and use a product or service. It is based on the idea that customers “hire” a product or service to do a specific job or solve a specific problem in their lives.

JTBD theory was developed by Clayton Christensen and his colleagues, and it has been widely adopted as a framework for understanding and improving customer satisfaction and loyalty.

To use JTBD, companies first need to identify the specific tasks or goals that customers are trying to accomplish when they purchase and use a product or service. These tasks or goals are known as the “job to be done.” Once the job to be done is identified, the company can then develop and market products or services that are specifically designed to help customers complete that job more effectively and efficiently.

JTBD can be applied in a variety of contexts, including product development, marketing, customer service, and innovation. It is often used in conjunction with other customer-centered approaches, such as design thinking and customer journey mapping, to create a more holistic and comprehensive understanding of customer needs and preferences.

2. How can JTBD be used to identify and prioritize customer needs?

Jobs to be Done (JTBD) can be used to identify and prioritize customer needs by focusing on the specific tasks or goals that customers are trying to accomplish when they purchase and use a product or service. By understanding the “job to be done,” companies can better understand the needs and motivations of their customers and develop products and services that meet those needs in a more effective and efficient manner.

To identify customer needs using JTBD, companies can follow these steps:

1. Identify the specific job to be done: The first step is to understand the specific tasks or goals that customers are trying to accomplish when they purchase and use a product or service. This can be done through customer research, such as interviews, surveys, and focus groups.
2. Understand the context in which the job is being done: It is important to understand the context in which the job to be done is being performed, including the customer’s needs, preferences, and constraints.
3. Identify the functional and emotional outcomes the customer seeks: Customers are often seeking both functional and emotional outcomes when they purchase and use a product or service. It is important to understand both types of outcomes in order to develop products and services that meet the needs of the customer.
4. Prioritize customer needs: Once the specific tasks, goals, and outcomes that customers are seeking have been identified, companies can prioritize those needs based on their importance to the customer and the potential impact on the business.

By using JTBD to identify and prioritize customer needs, companies can develop products and services that better meet the needs of their customers, leading to increased customer satisfaction and loyalty.

3. How does JTBD differ from traditional market segmentation?

Jobs to be Done (JTBD) and traditional market segmentation are two approaches that can be used to understand and meet the needs of customers. While they have some similarities, there are also some important differences between the two approaches.

One key difference is the focus of the approaches. JTBD focuses on the specific tasks or goals that customers are trying to accomplish when they purchase and use a product or service, while traditional market segmentation divides customers into groups based on shared characteristics, such as demographics, income, or geographic location.

Another difference is the way in which the approaches are used. JTBD is primarily used to understand and meet the needs of individual customers, while traditional market segmentation is used to develop broad marketing and sales strategies that apply to groups of customers.

Despite these differences, JTBD and traditional market segmentation can be used together to create a more comprehensive understanding of customer needs and preferences. For example, a company could use traditional market segmentation to identify broad groups of customers with similar characteristics, and then use JTBD to understand the specific tasks or goals that those customers are trying to accomplish when they purchase and use a product or service.

4. How can JTBD be used to develop and market new products or services?

Jobs to be Done (JTBD) can be used to develop and market new products or services by focusing on the specific tasks or goals that customers are trying to accomplish when they purchase and use a product or service. By understanding the “job to be done,” companies can better understand the needs and motivations of their customers and develop products and services that meet those needs in a more effective and efficient manner.

To use JTBD to develop and market new products or services, companies can follow these steps:

1. Identify the specific job to be done: The first step is to understand the specific tasks or goals that customers are trying to accomplish when they purchase and use a product or service. This can be done through customer research, such as interviews, surveys, and focus groups.
2. Understand the context in which the job is being done: It is important to understand the context in which the job to be done is being performed, including the customer’s needs, preferences, and constraints.
3. Identify the functional and emotional outcomes the customer seeks: Customers are often seeking both functional and emotional outcomes when they purchase and use a product or service. It is important to understand both types of outcomes in order to develop products and services that meet the needs of the customer.
4. Develop and test prototypes: Once the specific tasks, goals, and outcomes that customers are seeking have been identified, companies can develop prototypes of the new product or service and test them with a small group of customers to gather feedback and make refinements.
5. Launch the product or service: After the product or service has been developed and tested, it can be launched to the broader market. To effectively market the new product or service, companies can use messaging that clearly communicates the specific tasks or goals that the product or service is designed to help customers accomplish.

By using JTBD to develop and market new products or services, companies can create products and services that better meet the needs of their customers, leading to increased customer satisfaction and loyalty.

5. How can companies use JTBD to improve the customer experience?

Jobs to be Done (JTBD) can be used to improve the customer experience by focusing on the specific tasks or goals that customers are trying to accomplish when they purchase and use a product or service. By understanding the “job to be done,” companies can better understand the needs and motivations of their customers and develop products and services that meet those needs in a more effective and efficient manner. Additionally, companies can use JTBD to identify opportunities to improve the overall customer experience throughout the customer journey.

To use JTBD to improve the customer experience, companies can follow these steps:

1. Identify the specific job to be done: The first step is to understand the specific tasks or goals that customers are trying to accomplish when they purchase and use a product or service. This can be done through customer research, such as interviews, surveys, and focus groups.
2. Understand the context in which the job is being done: It is important to understand the context in which the job to be done is being performed, including the customer’s needs, preferences, and constraints.
3. Identify the functional and emotional outcomes the customer seeks: Customers are often seeking both functional and emotional outcomes when they purchase and use a product or service. It is important to understand both types of outcomes in order to develop products and services that meet the needs of the customer.
4. Identify opportunities to improve the customer experience: Once the specific tasks, goals, and outcomes that customers are seeking have been identified, companies can look for opportunities to improve the customer experience throughout the customer journey. This can include improving the usability of the product or service, streamlining the purchase process, and enhancing customer support.
5. Test and refine: After identifying opportunities to improve the customer experience, companies can test and refine their efforts to ensure that they are effectively meeting the needs of their customers.

By using JTBD to improve the customer experience, companies can create a more seamless and enjoyable experience for their customers, leading to increased customer satisfaction and loyalty.

6. What are the key principles of JTBD and how can they be applied in practice?

The key principles of Jobs to be Done (JTBD) include:

1. Customers “hire” products or services to do a specific job or solve a specific problem: The central idea behind JTBD is that customers purchase and use products or services to accomplish a specific task or goal, or to solve a specific problem in their lives.
2. Customers compare alternatives: When deciding which product or service to “hire,” customers consider a range of alternatives and choose the one that they believe will do the best job for them.
3. The “job” evolves over time: The specific tasks or goals that customers are trying to accomplish when they purchase and use a product or service can change over time, as their needs, preferences, and circumstances evolve.
4. Customers seek both functional and emotional outcomes: Customers are often seeking both functional and emotional outcomes when they purchase and use a product or service. It is important to understand both types of outcomes in order to effectively meet the needs of the customer.

To apply these principles in practice, companies can follow these steps:

1. Identify the specific job to be done: The first step is to understand the specific tasks or goals that customers are trying to accomplish when they purchase and use a product or service. This can be done through customer research, such as interviews, surveys, and focus groups.
2. Understand the context in which the job is being done: It is important to understand the context in which the job to be done is being performed, including the customer’s needs, preferences, and constraints.
3. Identify the functional and emotional outcomes the customer seeks: Customers are often seeking both functional and emotional outcomes when they purchase and use a product or service. It is important to understand both types of outcomes in order to develop products and services that meet the needs of the customer.
4. Monitor and adapt to changes in the job to be done: As the specific tasks or goals that customers are trying to accomplish evolve over time, it is important for companies to monitor those changes and adapt their products and services accordingly.

By applying the key principles of JTBD in practice, companies can better understand and meet the needs of their customers, leading to increased customer satisfaction and loyalty.

7. How can JTBD be used to understand and influence customer behavior?

Jobs to be Done (JTBD) can be used to understand and influence customer behavior by focusing on the specific tasks or goals that customers are trying to accomplish when they purchase and use a product or service. By understanding the “job to be done,” companies can better understand the needs and motivations of their customers and develop products and services that meet those needs in a more effective and efficient manner. Additionally, companies can use JTBD to understand how customers make decisions and to develop strategies for influencing those decisions.

To use JTBD to understand and influence customer behavior, companies can follow these steps:

1. Identify the specific job to be done: The first step is to understand the specific tasks or goals that customers are trying to accomplish when they purchase and use a product or service. This can be done through customer research, such as interviews, surveys, and focus groups.
2. Understand the context in which the job is being done: It is important to understand the context in which the job to be done is being performed, including the customer’s needs, preferences, and constraints.
3. Identify the functional and emotional outcomes the customer seeks: Customers are often seeking both functional and emotional outcomes when they purchase and use a product or service. It is important to understand both types of outcomes in order to develop products and services that meet the needs of the customer.
4. Understand the decision-making process: To understand and influence customer behavior, it is important to understand how customers make decisions. This can include understanding the factors that influence their decisions, such as price, convenience, and reputation, as well as the decision-making process itself, such as the sources of information they rely on and the criteria they use to evaluate alternatives.
5. Develop strategies for influencing customer behavior: Based on an understanding of the job to be done, the customer’s needs and outcomes, and the decision-making process, companies can develop strategies for influencing customer behavior. These strategies could include pricing, marketing and advertising, and the design and delivery of the product or service itself.

By using JTBD to understand and influence customer behavior, companies can better meet the needs of their customers and increase customer satisfaction and loyalty.

8. How can JTBD be used to measure and track customer satisfaction and loyalty?

Jobs to be Done (JTBD) can be used to measure and track customer satisfaction and loyalty by focusing on the specific tasks or goals that customers are trying to accomplish when they purchase and use a product or service. By understanding the “job to be done,” companies can better understand the needs and motivations of their customers and develop products and services that meet those needs in a more effective and efficient manner. Additionally, companies can use JTBD to measure and track the extent to which their products and services are meeting the needs of their customers, and to identify opportunities for improvement.

To use JTBD to measure and track customer satisfaction and loyalty, companies can follow these steps:

1. Identify the specific job to be done: The first step is to understand the specific tasks or goals that customers are trying to accomplish when they purchase and use a product or service. This can be done through customer research, such as interviews, surveys, and focus groups.
2. Understand the context in which the job is being done: It is important to understand the context in which the job to be done is being performed, including the customer’s needs, preferences, and constraints.
3. Identify the functional and emotional outcomes the customer seeks: Customers are often seeking both functional and emotional outcomes when they purchase and use a product or service. It is important to understand both types of outcomes in order to develop products and services that meet the needs of the customer.
4. Develop metrics for measuring customer satisfaction and loyalty: Once the specific tasks, goals, and outcomes that customers are seeking have been identified, companies can develop metrics for measuring customer satisfaction and loyalty. These metrics could include measures of product or service usage, customer feedback and ratings, and measures of customer retention and loyalty.
5. Track and analyze customer satisfaction and loyalty data: Companies can track and analyze customer satisfaction and loyalty data over time to understand how their products and services are meeting the needs of their customers and identify opportunities for improvement.

By using JTBD to measure and track customer satisfaction and loyalty, companies can better understand the needs of their customers and take actions to improve customer satisfaction and loyalty.

9. How does JTBD relate to design thinking and customer-centered innovation?

Jobs to be Done (JTBD) is closely related to design thinking and customer-centered innovation in that all three approaches are focused on understanding and meeting the needs of customers.

Design thinking is a customer-centered approach to problem-solving that involves understanding the needs and preferences of customers, prototyping and testing solutions, and iterating on those solutions based on feedback. JTBD can be seen as a way to understand the specific tasks or goals that customers are trying to accomplish when they purchase and use a product or service, which can inform the design thinking process.

Customer-centered innovation is the process of developing new products or services that meet the needs of customers in a unique and compelling way. JTBD can be used to understand the specific tasks or goals that customers are trying to accomplish when they purchase and use a product or service, which can inform the customer-centered innovation process.

Overall, JTBD, design thinking, and customer-centered innovation are all focused on understanding and meeting the needs of customers, and they can be used together to create a more comprehensive and customer-centric approach to product and service development.

10. What are some best practices for implementing JTBD in an organization?

Here are some best practices for implementing Jobs to be Done (JTBD) in an organization:

1. Involve a cross-functional team: JTBD is a customer-centered approach that requires input from a variety of departments and functions within an organization. It is important to involve a cross-functional team in the JTBD process, including representatives from product development, marketing, sales, and customer service.
2. Gather customer data: To effectively implement JTBD, it is important to gather data on the specific tasks or goals that customers are trying to accomplish when they purchase and use a product or service. This can be done through customer research, such as interviews, surveys, and focus groups.
3. Identify the job to be done: The next step is to identify the specific tasks or goals that customers are trying to accomplish when they purchase and use a product or service. This will involve analyzing the data gathered from customer research to identify patterns and trends.
4. Define the functional and emotional outcomes the customer seeks: Customers are often seeking both functional and emotional outcomes when they purchase and use a product or service. It is important to understand both types of outcomes in order to develop products and services that meet the needs of the customer.
5. Prioritize customer needs: Once the specific tasks, goals, and outcomes that customers are seeking.

Jobs to be Done Questions and Answers

These are the top frequently asked questions about Jobs to be Done. We think the AI tool summarized the answers well to each JTBD FAQ. You can see more of our posts on our site:

Jobs to be Done Training
Jobs to be Done Books