The link below provides notes and a recap of a live streamed conversation between Jim Kalbach, author of the recently published The Jobs to Be Done Playbook, and a pioneer of a theory of "jobs to be done", Tony Ulwick.
The Jobs to be done approach requires designers to direct their full attention to the job a customer is trying to get done, and employs this knowledge for redesign, tweaking, injecting innovative products and services into the customer's chain of activity, the chain of "in order to", that they perform to satisfy a goal.
