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Capturing Contexts
A workshop with jobs-to-be-done tools Service Experience Camp 2015 Andrej Balaz, Hannes Jentsch & Martin Jordan
A service for the very moment
B AC KG R O U N D
Product, Innovation, Design
H A N N E S J E N T S C H , Design & Innovation Consultant, Freelance
@Kaffeertrinken
M A R T I N J O R D A N , Experience design, HERE/Nokia
@Martin_Jordan
A N D R E J B A L A Z , Senior Service Designer, IXDS
@Designamyte
P O I N T O F V I E W
Customer jobs & hired solution
S O L U T I O N • toothpaste and toothbrush
J O B S • having a fresh breath • feeling fresh • preventing caries
Ask & listen to your neighbour
2 M I N
E AC H
Which interesting food related service did you start using this year?
What ‘jobs’ is it doing for you?
What did do the job before?
WA R M - U P
Uncovering jobs
Share with all of us
What is the job of wine?
E X A M P L E
Let’s talk aboutsomething pleasant …
Source: Laurence Veale / ‘The jobs wine is hired for’ https://medium.com/@laurenceveale/the-jobs-wine-is-hired-for-272a929ea8be
E X A M P L E
How most wines areorganised in wine stores
E X A M P L E
Organising the retail space around a specific job: making dinner a little better
Source: Laurence Veale / ‘The jobs wine is hired for’ https://medium.com/@laurenceveale/the-jobs-wine-is-hired-for-272a929ea8be
E X A M P L E
Organising the retail space for a second job: expressing appreciation
Source: Laurence Veale / ‘The jobs wine is hired for’ https://medium.com/@laurenceveale/the-jobs-wine-is-hired-for-272a929ea8be
Uncovering customer jobs helps understanding their desired outcomes
Finding your real competition,refining the market you are in
Rephrasing the messaging around your offering to match the customers’ mental model & language
E X A M P L E
Take-away
What is Pocket’s context of use?
E X A M P L E
Let’s look at a mobile service
E X A M P L E
Pocket: in the office5 min, end of lunch break
E X A M P L E
Pocket: in the officeFound article, saved for later
E X A M P L E
Pocket: on the go15 mins timeto bridge
E X A M P L E
Pocket: on the goReview articles, choose one
E X A M P L E
Pocket: at homeOn sofa, 45min free time
E X A M P L E
Pocket: at homeDeep read & shared w/ others
Main job of ‘making me a smarter, better human’ carried through various contexts and situations
Limited resources & capabilities in regards of time, space & cognitive capacities
Specific sub-jobs that need a hand-over from one situation to another
E X A M P L E
Take-away
+ + + + +
Situation
Monday
Morning
RainAlarm
didn’t
ring
Usually
gone
at tha
t tim
e
Car in re
pair
The better you can define the situation, the better you can design the solution against
TO O L S & M I N D S E T S
Context for understanding situational needs
Goal-directed task analysis to investigate needs depending on situation and goals
Situation Raining outside
Goal Getting to the office
Need Getting there in time
Need Staying dry
Situation Hellish hot outside
Goal Getting to the office
Need Not getting sweaty
When
Wh
ere
Who
H
ow
Wh
at
season month weekday
daytime
occasion
location
type
category
attrib. profile/mode
social
devic
e
m
otio
n
u
ser a
ct.
rou
tine
tr
affic
fa
cebo
ok
c
ollec.
weather
Routinely used route
Routinely visited place
First time visit
Unknown area
Known area
…Historical traffic around location
Congestion/incidents on route
Congestion/incidents around loc.
…Visited by friends
Visited by me
Popular on facebook
Liked by friends
Liked by me
…In popular collection
In my friends collection
In my collection…
FreezingCool
Mild
Warm
HotNight
DayStorm
ySnow
yRainy
FoggyCloudy
Clear W
et seasonD
ry seasonW
interAutum
n
Summ
er
Spring
Janu
ary
Febr
uary
Mar
chAp
rilM
ayJu
neJu
lyAu
gust
Sept
embe
rO
ctob
erNo
vem
ber
Dece
mbe
r
Mon
day
Tues
day
Wedne
sday
Thur
sday
Frida
ySa
turd
ay
Sunday
Morning
Noon
Afternoon
Evening
Night
Sunrise
Sunset
…
At a planned appointment
Appointment scheduled in x hours
Leaving
In transit
Arriving
Early in month
Late in month (f.ex salary)
Commute
Travel
…
OutdoorIndoorNear POI of cat. XNear POI cluster of cat. XMoving towards X
Distance to destinationDistance to POI…
On streetIn buildingIn/at venue In parkOn mountainOn water
…
Airport
Department store
HotelCafe
RestaurantATM
Leisure
PT stationSightMall
Parking space
Junction
Highway…
Price range
Opening hours
Available parking…
…Com
mut
er
City
Dw
elle
r
Trav
eler
Age
30-3
9
Age
18-2
9
Age
< 18
Mal
e
Fem
ale
…With
ano
nym
ous
crow
d
With
kno
wn p
eopl
e
Alon
e
…Ro
aming
activ
e
Via 3G
etc
Via B
lueto
oth
Via W
iFi
Deskto
p
TabletPhone
…Asce
nding/descending
Trajecto
ry/bearing/direction
Driving WalkingStill
…Using app since 1d/1w/1m
Calculated a route to/from
ReviewedShared to/byCollected
Searched for
…Routine follow up action when x Situation
TO O L S & M I N D S E T S
Retool
Describe a real user’s
need in context
Validate design
solutions
Communicate the design task
TO O L S & M I N D S E T S
Job Stories
Formulate each job into a statement (or job story)
When I want to So I canSituation Need Goal
TO O L S & M I N D S E T S
Job Stories
When I am on my island round trip whereI travel with a lot of stuff in a small backpackand only unreliable connection to the Internet
I want to easily pick photos I took that day andshare them whenever I have the opportunity
So I can I can let my friends and family knowhow I am.
TO O L S & M I N D S E T S
Job Stories
VA L U E
Benefits for all team members
Product owners and managers know what kind of products they are developing and who they are competing with.
Developers know the context of the product and its sprints, can prioritise better and see purpose.
Designers know the context and desired outcomes of the user and can design against these accordingly.
QA engineers know the essential use and test cases, can prioritise better.
“ Often, because people are so focused on the who and how, they totally miss the why. When you start to understand the why, your mind is then open to think of creative and original ways to solve the problem.
”
Q U OT E
— A L A N K L E M E N T, Product designer & engineer
Source: Replacing The User Story With The Job Story, Medium,https://medium.com/the-job-to-be-done/replacing-the-user-story-with-the-job-story-af7cdee10c27
How might we create the best dinner food service for urban dwellers in special contexts?
E X E R C I S E
Let’s get hands-on …
Get together in groups of 3, and describe a very specific evening dinner situation.
1 5 M I N
When I want to So I canSituation Need Goal
Write 2 job stories
Share & Reflect: Present
Pitfalls,tips and tricks
Pitfalls
#1
Don’t write storiestoo abstract.
Pitfalls
#2
Don’t formulate storiestoo general.
Pitfalls
#3
Don’t include solutionsinto stories.
Pitfalls
#4
Don’t include more than one context and goal.
Pitfalls
#5
Don’t fantasise ormake your stories up.
Tips & tricks
#1
Think in strugglesrather than outcomes.
Tips & tricks
#2
Write it like in the 70s –avoid mentioning tech.
Tips & tricks
#3
Start with the situation,continue with goal, only thenturn to need. (GDTA)
Tips & tricks
#4
Split stories if find two goalsor more contexts.
Tips & tricks
#5
If you struggle in writing,do further research!
F U R T H E R S T U DY I N G
In ‘The Service Gazette’ #1
Thanks for your interest and for joining!
All infos about the Jobs-to-be-Done Meetup Berlin here: http://meetup.com/Berlin-Jobs-To-Be-Done-Meetup/
And see you at a #JTBD meetup nearby some time soon