The Jobs-To-Be-Done Framework in Action
As the project designer, I was challenged to create a means of identifying how various company departments could best serve their E-learning communities and transform their online law enforcement training software. The company aimed to:
DISCOVER IMPORTANCE OF USER ROLES
Research various user roles for PoliceOne Academy and identify the key role that we can impact.
QUANTIFY SUCCESS MEASUREMENTS
Conduct interviews for the key job executor to map how they measure progress in their role.
IMPLEMENT A STRATEGIC FRAMEWORK
Adopt the JTBD framework to a template that Lexipol can utilize for implementing a complete JTBD analysis
Applying the Framework
Framework begins with discovering the importance of customer roles
The Buyer
Chief of Police
Those responsible for making the financial decision
The Support Team
The Support Team
The Job Executor
The Job Executor
The Support Team
Administration/IT
Those who support the product throughout its lifecycle
The Job Executor
Training Managers
Those using the product to get the core job done
The Job Executor
Training Managers
Those using the product to get the core job done
Training Managers: The Core Functional Job
Core Functional Job: The underlying process the training manager is trying to accomplish in any situation.
To discover potential jobs, we:
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Consulted internal SMES from product, sales & customer success team
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Online research, including job postings for training managers
Quantifying Success Measurements
For every functional job statement, there is a desired outcome
Desired Outcome Statements: Metrics based off what the customer would use to measure success as they try to get the job done.
Outcome statements can differ depending on which phase of the project you are in
To ensure the created templates were easy to use and future employees would have an example of how to carry out the process, the Define phase was completely carried out.
Define Phase: Define the training needs of the department.
The phase began by ideating expected desired outcomes that were turned into interview questions for user interviews.
User Interviews
Target audience: Law Enforcement Training Managers & Internal Departments that frequently interact with Training Managers
I created interview guides for training managers and the the following Internal Departments: Customer Success, Marketing, and Product Team. The guides were detailed but left vague enough to allow for conversations to naturally flow throughout the interview.
Training Managers Success Measurement
Through the interviews, it was discovered that the best measurement of productivity was calculating training hours that the in house staff offered and separately completed year to year for the department.
The interviews also lead to the creation of a process map of how a training manager carries out their core job.
