Jobs to Be Done: A Roadmap for Customer-Centered Innovation

von Stephen Wunker

Successful innovation doesn't begin with a brainstorming session--it starts with the customer. So in an age of unlimited data, why do more than 50% of new products fail to meet expectations? The truth is that we need to stop asking customers what they want . . . and start examining what they need. First popularized by Clayton Christensen, the Jobs-to-be-Done theory argues that people purchase prod