Friday Feb 25th JTBD Discussion Thread
Can Jobs-to-be-Done be used to better understand customer journeys?
I’m opening up this thread for a general conversation about Jobs-to-be-Done. However, here’s a question I will also throw out there in case anyone wants to share:
Do you believe Jobs-to-be-Done (using Outcome-driven Innovation or variations on that theme) can be used to gain a better understanding of customer journeys? Have you tried? Are you planning to try? How did it work out?
If you only study people who complete - say - a purchase journey, can you understand people who become indecisive, or drop out of that journey?
Yes, I’m doing this now — 2 years after the creation of the service - to see if I can get people earlier in their journey. It’s a combo of interviewing existing clients and people who engage with me but haven’t purchased yet. I’ve learned so much and it’s challenging a lot of assumptions I’ve made.