From Planning to Satisfaction: How Jobs-to-be-Done Informs the Entire Customer Purchase Journey

Explore how Jobs-to-be-Done can help you design a customer purchase journey that addresses the customers' needs and desires at each stage of the process, from planning to satisfaction

In reality, there are very few people truly focused on innovation. To most of us, it’s just a word. We’re not designing the next Facebook, or the next Internet. We’re dealing with the day-to-day realities of what we’ve been tasked with building, selling, supporting, etc. In fact, most of the money invested today is in the customer experience area. So, let’s make sure we take advantage of that!

FYI: There’s a Freebie somewhere in this post

I’m going to begin by mentioning something you all know…senior executives come up with ideas and the push them down to be executed, and sometimes validated. Typically, they don’t like to be challenged because they are leading the organization and the HIPPO wins. Your ideas mean very little to them, no matter how furiously they nod while you’re presenting them. So, I’d like to arm with a little more data the next time, and to do that you’re going to need the foundation of a solid model.

The Consulting Experience

Unless you’re in smaller companies you’ve p…