Jobs-To-Be-Done: A Lens To Keep Journeys Customer-Focused
Kerry Bodine
JUNE 7, 2018
We’re often asked how the framework of customer jobs-to-be-done fits with the methodology of customer journey mapping. The term “jobs-to-be-done” first surfaced in 2003, coined by Clayton Christensen in The Innovator’s Solution , but its philosophy shares underpinnings with older models like goal-directed and activity-centered design.
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