Notes on Jim Kalbach’s Practical Service Design Webinar

(The 10/20/16 webinar was hosted by practicalservicedesign.com’s Erik Flowers and Megan Erin Miller, link here) Jim starts off by giving a quick history of service design thinking and recommends some books so check out the first 10m of the video Jobs To Be Done mark progress towards a customer goal—people are goal-driven actors It’s beyond demographics-not customers by age group etc Not solutions-jobs might not change over decades  (people want to call each other) but the solutions do (party lines, rotary phones, flip phones, smartphones) Show causality-people don’t buy drills because they want to drill but because they need holes … Continue reading Notes on Jim Kalbach’s Practical Service Design Webinar