User experience is not a set of features

“The core user experience is not a set of features; in fact, it is the job users hire the product for. Uber’s core user experience is to get a taxi easily at any time. The countdown, displaying when exactly the taxi will arrive, is a suitable feature that expands this experience.”

Brilliant article.

Nikkel Blaase: Why Product Thinking is the next big thing in UX Design



Jobs-to-be-done (JTBD) Technique

A JTBD is not a product, service, or a specific solution; it’s the higher purpose for which customers buy products, services, and solutions. (…) It helps the innovator understand that customers don’t buy products and services; they hire various solutions at various times to get a wide array of jobs done.

There are two different types of JTBDs:

  1. Main jobs to be done, which describe the task that customers want to achieve.
  2. Related jobs to be done, which customers want to accomplish in conjunction with the main jobs to be done.

Then, within each of these two types of JTBDs, there are:

  1. Functional job aspects—the practical and objective customer requirements.
  2. Emotional job aspects—the subjective customer requirements related to feelings and perception.

Finally, emotional job aspects are further broken down into:

  1. Personal dimension—how the customer feels about the solution
  2. Social dimension—how the customer believes he or she is perceived by others while using the solution.

(…) The better a solution can fulfill all of these job levels and layers, the better chance it has in the marketplace. Also, the better the solution either achieves or nicely dovetails with related JTBDs, the better chance of success it has. In short, the JTBD concept is a guide for thinking beyond to make your current solutions, and your competitors’ solutions, obsolete.

From The Innovator’s Toolkit


The Progress Making Forces Diagram

This diagram can be used (e.g. in interviews) to explore physical, functional, social, and emotional aspects of the forces that pull people towards either tried and tested and innovative solutions.





The Customer-Jobs-To-Be-Done Canvas by Helge Tennø

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