Journey/Job Map

Who benefits from the work you do? Set the mission to serve a specific customer (internal or external) and reference their specific jobs-to-be-done. Understand those jobs in detail, so that the value you deliver will make a measurable difference in their success metrics for job performance. This is when you put yourself in the customer's shoes. This enables customer-centricity. Once your understand how to get "hired" to improve a customer job, move on to studying how that value is delivered and realized through your relationship with the customer. This is the customer's journey, and your aim to reduce all friction from their journey with you

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Example Syntax:

"A user in <Customer Segment A> does <Job B> which defines performance success with <Metric C>."

"A customer in <Customer segment A> follows <Journey D> of interactions with our company, as they seek improved performance."

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For more:

• "Jobs-to-be-Done Theory", Anthony Ulwick (2018).

• "Product Discovery: A Practical Guide for Product Teams", Jeff Herbig (2023).

• "Using Customer Journey Maps to Improve Customer Experience", Adam Richardson, (2010).

• "The Difference Between a Journey Map and a Service Blueprints", Megan Miller (2016).