Flevy Management Insights Q&A

What are effective ways to integrate Jobs-to-Be-Done insights into customer journey mapping?

     David Tang    |    Jobs-to-Be-Done


This article provides a detailed response to: What are effective ways to integrate Jobs-to-Be-Done insights into customer journey mapping? For a comprehensive understanding of Jobs-to-Be-Done, we also include relevant case studies for further reading and links to Jobs-to-Be-Done best practice resources.

TLDR Integrating JTBD insights into Customer Journey Mapping involves segmenting customers by their jobs, tailoring maps to these segments, and innovating based on unmet needs for deeper customer understanding and product alignment.

Reading time: 5 minutes

Before we begin, let's review some important management concepts, as they relate to this question.

What does Jobs-to-Be-Done Framework mean?
What does Customer Journey Mapping mean?
What does Segmentation Based on Customer Needs mean?
What does Iterative Validation and Refinement mean?


Integrating Jobs-to-Be-Done (JTBD) insights into customer journey mapping is a powerful approach that enables organizations to deeply understand customer needs and design experiences that precisely address those needs. JTBD theory focuses on the underlying tasks that customers are trying to accomplish, rather than merely analyzing demographic data or purchasing behavior. This perspective shift allows for a more nuanced and effective customer journey map.

Understanding JTBD in the Context of Customer Journey Mapping

Customer journey mapping is a tool used by organizations to visualize the path a customer takes from becoming aware of a need, through engaging with a product or service, to post-purchase behavior. Incorporating JTBD insights into this process involves identifying the specific jobs customers are hiring a product or service to do at each stage of their journey. This requires a deep dive into qualitative research, such as interviews and ethnographic studies, to uncover not just the functional tasks, but also the emotional and social jobs customers are trying to get done. For example, McKinsey & Company emphasizes the importance of understanding consumer decision journeys, which align closely with the JTBD framework by focusing on the broader context of customer decisions and actions.

To effectively integrate JTBD insights, organizations must first segment their customers based on the jobs they are trying to accomplish, rather than traditional demographic lines. This segmentation allows for the creation of more targeted and relevant customer journey maps. Each map can then be tailored to address the specific needs, pain points, and desired outcomes associated with each job segment. This approach not only enhances the customer experience but also guides product development and innovation towards solutions that customers truly value.

Furthermore, JTBD insights can help identify unmet needs or new job opportunities within the customer journey. By focusing on what the customer is ultimately trying to achieve, organizations can innovate beyond the current solutions, potentially redefining the market. This proactive approach to innovation is critical in today’s rapidly changing business environment, where staying ahead of customer needs is a key driver of success.

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Practical Steps for Integrating JTBD into Customer Journey Maps

  • Conduct JTBD Interviews: Start by conducting in-depth interviews with a diverse set of customers to uncover the range of jobs they are trying to get done. This should include not only direct interactions with your product or service but also broader tasks and goals related to their overall experience.
  • Analyze and Segment Jobs: Analyze the interview data to identify common jobs across your customer base. Segment these jobs into categories such as functional, emotional, and social jobs. This segmentation will form the basis for developing targeted journey maps.
  • Map Jobs to Customer Journey Stages: For each identified job, map out the specific stages of the customer journey where this job is most relevant. This includes understanding the triggers that initiate the journey, the actions customers take to complete the job, and the outcomes they desire.

Once the jobs are mapped to specific journey stages, organizations can design experiences tailored to each job. This might involve creating new touchpoints, optimizing existing ones, or even removing steps that do not add value to the job completion process. For instance, a financial services organization might discover through JTBD analysis that customers hiring their service for "investment management" also seek emotional reassurance about their financial future. This insight could lead to the introduction of regular, personalized financial health reports at key stages of the customer journey.

It's also important to continuously validate and refine JTBD insights and the corresponding journey maps. Customer needs and the jobs they are trying to get done can evolve over time, necessitating regular review and adjustment of the journey maps. This iterative process ensures that the organization remains aligned with customer needs and can adapt to changes in the market or customer behavior.

Real-World Examples of JTBD in Action

One notable example of JTBD theory in action is the case of Clayton Christensen’s milkshake marketing. By understanding the job customers were hiring a milkshake to do (i.e., keep them engaged and full during a long commute), the company was able to make product adjustments that significantly increased sales. This example underscores the importance of understanding the underlying job, rather than just the product features or customer demographics.

Another example comes from the healthcare sector, where Cleveland Clinic redefined its approach to patient care by focusing on the job patients are hiring them to do: "Get and keep me healthy." By reorganizing their services around patient needs and outcomes, rather than traditional medical specialties, they significantly improved patient satisfaction and health outcomes. This shift in perspective, informed by JTBD insights, demonstrates the transformative potential of aligning organizational efforts with the true needs of customers.

Integrating JTBD insights into customer journey mapping is a strategic approach that can lead to deeper customer understanding, more effective product and service design, and ultimately, a competitive advantage in the market. By focusing on the jobs customers need to get done, organizations can create more meaningful and valuable experiences that resonate with customers on a deeper level.

Best Practices in Jobs-to-Be-Done

Here are best practices relevant to Jobs-to-Be-Done from the Flevy Marketplace. View all our Jobs-to-Be-Done materials here.

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Explore all of our best practices in: Jobs-to-Be-Done

Jobs-to-Be-Done Case Studies

For a practical understanding of Jobs-to-Be-Done, take a look at these case studies.

Consumer Insights Revamp for Luxury Fashion Brand in Competitive Market

Scenario: The organization in focus operates within the high-end luxury fashion sector, facing the challenge of aligning its product development and marketing strategies with the evolving Jobs-to-Be-Done of its affluent customer base.

Read Full Case Study

Jobs-to-Be-Done Framework for E-commerce Personalization

Scenario: The organization is a mid-sized e-commerce player specializing in personalized consumer goods.

Read Full Case Study

Education Infrastructure Enhancement for Digital Transformation

Scenario: The organization is a leading provider of education infrastructure solutions in North America, looking to redefine its value proposition in light of the Jobs-to-Be-Done framework.

Read Full Case Study

Jobs-to-Be-Done Framework Implementation for a Global Tech Firm

Scenario: A global tech firm, struggling with product innovation and customer satisfaction, seeks to adopt the Jobs-to-Be-Done (JTBD) framework to better understand its customers' needs and improve its product development process.

Read Full Case Study

Jobs-to-Be-Done Framework Adoption for Media Conglomerate in Digital Space

Scenario: A multinational media firm is grappling with the challenge of adapting its content offerings to better align with evolving consumer needs in the digital landscape.

Read Full Case Study

Emerging Esports Audience Engagement Enhancement

Scenario: The company is an emerging esports platform looking to improve its audience engagement and retention.

Read Full Case Study


Explore all Flevy Management Case Studies

Related Questions

Here are our additional questions you may be interested in.

How can the Jobs-to-Be-Done framework be integrated into existing market segmentation strategies?
Integrate the Jobs-to-Be-Done framework with Market Segmentation for deeper customer insights, driving Innovation, Product Development, and achieving Competitive Advantage. [Read full explanation]
How is the Jobs-to-Be-Done theory adapting to the rise of AI and machine learning in understanding and predicting customer needs?
Adapting Jobs-to-Be-Done Theory with AI and ML enhances Innovation, Personalization, and Predictive Analytics, requiring Ethical Considerations and Investment in New Capabilities. [Read full explanation]
How can Jobs-to-Be-Done be applied to service design to improve customer satisfaction?
Applying the Jobs-to-Be-Done framework in service design improves customer satisfaction by tailoring services to meet deep-seated customer needs, leveraging technology, and ensuring alignment with customer expectations through continuous feedback and strategic design. [Read full explanation]
How can Jobs-to-Be-Done principles guide the development of digital transformation initiatives?
Jobs-to-Be-Done principles provide a strategic framework for Digital Transformation, focusing on understanding and aligning digital initiatives with the deeper needs of customers to drive innovation, customer satisfaction, and differentiation. [Read full explanation]
What metrics and KPIs should organizations track to measure the success of implementing the Jobs-to-Be-Done theory?
Organizations should track Customer Satisfaction (NPS, CSAT, CES), Innovation Effectiveness (TTM, ROI, Innovation Success Rate), and Market Performance (Market Share, Revenue Growth, CAC) metrics to measure JTBD theory implementation success. [Read full explanation]
How does the Jobs-to-Be-Done theory influence customer loyalty and retention strategies?
The Jobs-to-Be-Done theory aids in developing targeted customer loyalty and retention strategies by understanding and addressing the deeper needs and jobs customers hire products and services to fulfill, fostering meaningful relationships. [Read full explanation]

 
David Tang, New York

Strategy & Operations, Digital Transformation, Management Consulting

This Q&A article was reviewed by David Tang. David is the CEO and Founder of Flevy. Prior to Flevy, David worked as a management consultant for 8 years, where he served clients in North America, EMEA, and APAC. He graduated from Cornell with a BS in Electrical Engineering and MEng in Management.

To cite this article, please use:

Source: "What are effective ways to integrate Jobs-to-Be-Done insights into customer journey mapping?," Flevy Management Insights, David Tang, 2025




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