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.

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.