Alan Klement
Jul 21, 2017 · 1 min read

The screenshot you offered shows a model that is based off of Don Norman’s “Seven stages of action” and Activity-Centered Design / HCI. It’s not part of JTBD.

Also, the concept of “capturing all the customer’s needs” is not part of JTBD. That is goes back to typical VOC / QFD thinking. Jobs was specifically created as an alternative to that thinking. It’s not possible to “capture all the customer’s needs”. People are not robots. They change. And what they want always changes with it.

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    Alan Klement

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