Knowledge Acquisition Journey

Learner experiences the Knowledge Acquisition Journey — The educational process in understanding and using the solution.

Job: Learning how to use a solution

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It should be noted that an end user might need to learn a number of things, not just how to use your product. If they need to install it, their needs could be great inputs into the type of content you provide to help them get that job done, for example.

Last Instance

Multiple Instances

Ongoing Journeys

Job Steps

These are sub-objectives of the overall job following the 9 universal phases of Jobs to be Done. Each step is further supported by several performance metrics that customers use to measure success. These are what get prioritized in a survey.

Click Step ⬇️to Open Performance Metrics ➡️

Identify Learning Objectives

The ability to pinpoint specific skills or knowledge the learner aims to acquire, setting clear targets for the learning process.

Gather Learning Materials

The ability to collect books, articles, videos, or other resources relevant to the chosen subject, ensuring access to comprehensive and reliable information.

Set Up Learning Environment

The ability to organize a conducive space for learning, which may include arranging a quiet room, setting up a computer or other necessary equipment.

Establish a Learning Schedule

The ability to create a structured timetable, allocating specific times for study to maintain consistent progress.

Review Learning Materials

The ability to thoroughly go through the gathered resources, gaining an initial understanding of the subject matter.

Develop Learning Plan

The ability to outline a step-by-step approach for using the solution, including methods and timelines for mastering each part of the subject.

Engage with Learning Content

The ability to interact actively with the learning materials, which may involve reading, watching videos, or practicing skills.

Monitor Learning Progress

The ability to regularly assess one's understanding and proficiency in the subject, ensuring alignment with the learning objectives.

Seek Clarification or Help

The ability to address uncertainties or difficulties by consulting experts, joining study groups, or using additional resources.

Adjust Learning Methods

The ability to modify approaches based on progress monitoring, such as changing study techniques or delving deeper into complex topics.

Apply Learned Skills

The ability to utilize the newly acquired knowledge or skills in practical scenarios, reinforcing the learning through real-world application.

Reflect on Learning Journey

The ability to evaluate the overall learning experience, identifying strengths, weaknesses, and areas for future improvement.

Share Learning Outcomes

The ability to communicate the acquired knowledge or skills, perhaps by teaching others or applying them in a professional context.

Identify Learning Objectives - The ability to pinpoint specific skills or knowledge the learner aims to acquire, setting clear targets for the learning process.
Gather Learning Materials - The ability to collect books, articles, videos, or other resources relevant to the chosen subject, ensuring access to comprehensive and reliable information.
Set Up Learning Environment - The ability to organize a conducive space for learning, which may include arranging a quiet room, setting up a computer or other necessary equipment.
Establish a Learning Schedule - The ability to create a structured timetable, allocating specific times for study to maintain consistent progress.
Review Learning Materials - The ability to thoroughly go through the gathered resources, gaining an initial understanding of the subject matter.
Develop Learning Plan - The ability to outline a step-by-step approach for using the solution, including methods and timelines for mastering each part of the subject.
Engage with Learning Content - The ability to interact actively with the learning materials, which may involve reading, watching videos, or practicing skills.
Monitor Learning Progress - The ability to regularly assess one's understanding and proficiency in the subject, ensuring alignment with the learning objectives.
Seek Clarification or Help - The ability to address uncertainties or difficulties by consulting experts, joining study groups, or using additional resources.
Adjust Learning Methods - The ability to modify approaches based on progress monitoring, such as changing study techniques or delving deeper into complex topics.
Apply Learned Skills - The ability to utilize the newly acquired knowledge or skills in practical scenarios, reinforcing the learning through real-world application.
Reflect on Learning Journey - The ability to evaluate the overall learning experience, identifying strengths, weaknesses, and areas for future improvement.
Share Learning Outcomes - The ability to communicate the acquired knowledge or skills, perhaps by teaching others or applying them in a professional context.

Contexts

When jobs have too high of a context, insights tend to be less actionable - or at least relevant for certain stakeholders. These contexts provide a means for narrowing the scope of your research in a consistent and structured fashion. Certainly, more contexts exist, and can be addressed with a specific request.

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Online Learning - As a learner, you could be using an online learning platform to gain new skills or knowledge. This could be through a structured course, a series of webinars, or self-paced learning modules.

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Classroom Learning - You could be in a traditional classroom setting, learning from a teacher or professor. This could be at a school, college, or university.

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Workplace Learning - You could be learning on the job, either through formal training programs or by learning from colleagues and superiors. This could be in any industry or profession.

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Self-Directed Learning - You could be learning independently, using resources such as books, online articles, and videos. This could be for personal development or to gain a specific skill.

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Tutoring - You could be learning from a tutor, either in person or online. This could be for academic subjects, language learning, or any other skill.

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Coaching - You could be learning from a coach, such as a life coach, business coach, or sports coach. This could be to improve performance, develop new strategies, or achieve personal goals.

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Mentorship - You could be learning from a mentor, who provides guidance and advice based on their own experiences. This could be in a professional or personal context.

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Workshops and Seminars - You could be learning in a workshop or seminar, which provides intensive, focused learning on a specific topic. This could be at a conference, business event, or community center.

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Online Communities - You could be learning from online communities, such as forums, social media groups, or Q&A sites. This could be for any topic or interest.

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Learning by Doing - You could be learning by doing, where you learn through practical experience and hands-on activities. This could be in a hobby, volunteer work, or professional project.

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Peer Learning - You could be learning from your peers, either in a formal study group or informally. This could be at school, work, or in any other group setting.

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Distance Learning - You could be learning from a distance, using technology to access educational resources and communicate with teachers or tutors. This could be through a distance learning program or online course.

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Language Exchange - You could be learning a new language through a language exchange, where you practice speaking with a native speaker. This could be in person or online.

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Internship - You could be learning through an internship, where you gain practical experience in a professional setting. This could be in any industry or profession.

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Research - You could be learning through research, where you investigate a topic in depth. This could be for a school project, thesis, or professional report.

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Study Abroad - You could be learning in a foreign country, experiencing a new culture and language. This could be through a study abroad program or international internship.

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Volunteering - You could be learning through volunteering, where you gain new skills and experiences while helping others. This could be in a community organization, charity, or international project.

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Apprenticeship - You could be learning through an apprenticeship, where you learn a trade or profession under the guidance of an experienced professional. This could be in any trade or profession.

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Continuing Education - You could be learning through continuing education, where you take courses or attend workshops to keep your skills and knowledge up to date. This could be in any profession or industry.

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MOOCs (Massive Open Online Courses) - You could be learning through MOOCs, which are online courses available to anyone, often for free. This could be for any subject or skill.

Situations

While a group of people may be trying to get the same job done, the way the respond to needs-prioritization questions can be different. When we find statistical clusters of needs we need a way to describe why the group is different from another, not simply that that are different based on how they rate needs. Situations (aka Complexity Factors) that end users experience when they execute the job (or last executed the job) could be different, thus resulting in a different prioritization of specific performance metrics. One or or more situations could correlate to a segment, and it is recommend that follow up interviews are done with actual respondents within a segment to help you gain clarity, and verbatims you can use to construct your strategic storyline for the segment.

Situations/Complexities	1	2	3	4	5
Understanding of the solution	No understanding				Complete understanding
Access to learning resources	No resources				Abundant resources
Time available for learning	No time				Ample time
Prior knowledge in the field	None				Extensive
Learning environment	Highly distracting				Completely conducive
Support from solution provider	No support				Excellent support
Learning style compatibility	Not compatible				Highly compatible
Complexity of the solution	Extremely complex				Very simple
Availability of practice opportunities	No opportunities				Plenty of opportunities
Motivation to learn	No motivation				Highly motivated
Feedback on learning progress	No feedback				Regular, constructive feedback
Physical health and energy levels	Poor health and low energy				Excellent health and high energy
Mental health	Poor mental health				Excellent mental health
Financial resources for learning aids	No resources				Abundant resources
Access to a learning community	No access				Full access
Pace of learning	Too fast				Just right
Relevance of the solution to needs	Not relevant				Highly relevant
Confidence in ability to learn	No confidence				High confidence
Ability to focus on learning	Can't focus				Highly focused
Stability of life circumstances	Highly unstable				Very stable

Ideal States

There are times when going deep into a job, job map, and success metrics is just too much of a gamble. Is it the right job to study? Ideal states give us a handful of indicators that can be used in addition to importance, difficulty, and frequency to understand which jobs groups of end users struggle with, and why.

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Know the learning objectives are clearly defined - Having well-defined learning objectives provides a clear direction for the learning process.

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Ensure the learning materials are comprehensive and reliable - Comprehensive and reliable materials provide accurate and complete information for learning.

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Ensure the learning environment is conducive - A conducive environment enhances focus and productivity during learning.

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Ensure the learning schedule is well-structured - A well-structured schedule helps maintain consistency and progress in learning.

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Know the learning materials are thoroughly reviewed - Thoroughly reviewing materials ensures a good initial understanding of the subject.

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Ensure the learning plan is well-developed - A well-developed plan provides a clear roadmap for the learning process.

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Ensure active engagement with the learning content - Active engagement with the content enhances understanding and retention of information.

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Ensure regular monitoring of learning progress - Regular monitoring helps track alignment with learning objectives and identify areas of improvement.

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Ensure easy access to clarification or help when needed - Easy access to help ensures uncertainties or difficulties are promptly addressed.

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Ensure flexibility in adjusting learning methods - Flexibility in adjusting methods allows for adaptation based on progress and effectiveness of current techniques.

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Ensure the learned skills are applicable in practical scenarios - Applicability of learned skills in real-world scenarios reinforces learning and demonstrates its value.

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Ensure time for reflection on the learning journey - Reflection helps evaluate the learning experience and identify areas for future improvement.

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Ensure the ability to share learning outcomes - Sharing outcomes allows for communication of acquired knowledge or skills, and their application in different contexts.

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Ensure the learning process is free from unnecessary distractions - A distraction-free process enhances focus and productivity.

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Minimize the risk of misinformation or outdated content in learning materials - Accurate and up-to-date content ensures the relevance and reliability of the learning process.

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Minimize the time spent searching for reliable learning materials - Efficient gathering of materials saves time and allows for more focus on the actual learning.

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Avoid overloading the learning schedule with too many tasks - A balanced schedule prevents burnout and maintains motivation for learning.

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Avoid isolation during the learning process by seeking collaborative opportunities - Collaboration enhances learning through shared insights and experiences.

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Avoid rigid learning methods that do not adapt to individual learning styles - Adaptive methods cater to individual preferences and enhance the effectiveness of learning.

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Avoid rushing through the learning process without proper understanding - A paced approach ensures thorough understanding and retention of information.

Financial Metrics

The purchase decision-maker has a say in product selection, and costs relative to cash outlays, direct or indirect, are what they think about. These questions can only be answer by the person who makes those decisions. For consumers, many times you can included these in a core functional study. However, beware of business end users who simply use products that are purchased for them. They are not the right audience for these metrics.

Minimize the cost of purchasing the learning materials required for understanding the solution.
Minimize the cost of enrolling in specialized courses to gain proficiency in using the solution.
Minimize the cost of hiring a tutor for personalized guidance in learning the solution.
Minimize the cost of subscribing to online platforms that offer tutorials on the solution.
Minimize the cost of acquiring additional tools needed to practice the solution.
Minimize the cost of transportation to attend physical classes for the solution.
Minimize the cost of time spent in learning the solution without compromising the learning quality.
Minimize the cost of potential mistakes made during the learning process of the solution.
Minimize the cost of re-learning due to forgetting or misunderstanding the solution.
Minimize the cost of certification to prove proficiency in the solution.
Minimize the cost of updating learning materials as the solution evolves.
Minimize the cost of maintaining a conducive learning environment for the solution.
Minimize the cost of potential health issues due to prolonged learning sessions of the solution.
Minimize the cost of distractions that hinder effective learning of the solution.
Minimize the cost of learning aids that enhance understanding of the solution.
Minimize the cost of assessment tests to gauge understanding of the solution.
Minimize the cost of re-taking failed tests related to the solution.
Minimize the cost of networking to gain insights from others learning the solution.
Minimize the cost of technical support when encountering difficulties with the solution.
Minimize the cost of transitioning from learning the solution to applying it in real-world scenarios.

Related Jobs

When a core functional job is getting close to maturity, we have to look beyond steps or metrics and find other jobs the end user is trying to accomplish so we can help them. This provides an opportunity to not only get a job done better, but get more jobs done on a single platform (and potentially better).

Before Learning How to Use a Solution

Identifying Learning Objectives - Determine what the main learning objectives are that the solution could potentially support.
Assessing Current Knowledge and Skills - Evaluate the current knowledge and skills related to the solution.
Analyzing Skills Gap - Identify the skills and knowledge that are lacking and need to be acquired through learning the solution.
Establishing Learning Schedule - Decide on a schedule for learning the solution.
Prioritizing Learning Topics - Rank the topics or features of the solution that need to be learned based on their importance and relevance.

During Learning How to Use a Solution

Researching Learning Resources - Collect information about potential learning resources such as tutorials, guides, and manuals that can help in understanding the solution.
Engaging in Active Learning - Actively engage in learning activities such as reading, practicing, and experimenting with the solution.
Seeking Help When Needed - Reach out to support or community forums when encountering difficulties or challenges in learning the solution.
Applying Learned Skills - Apply the skills and knowledge learned to real-world scenarios or tasks.
Reviewing and Reinforcing Learning - Regularly review and reinforce the learned skills and knowledge to ensure retention and mastery.

After Learning How to Use a Solution

Evaluating Learning Outcomes - Assess the learning outcomes and determine if the learning objectives have been met.
Practicing Regularly - Continue practicing the learned skills and knowledge to ensure long-term retention and proficiency.
Keeping Up with Updates - Stay updated with any changes or updates to the solution and learn about new features or functionalities.
Sharing Knowledge - Share the learned skills and knowledge with others who might benefit from it.
Seeking Continuous Improvement - Continually seek ways to improve skills and knowledge related to the solution.

Emotional Jobs

Understanding how end users want to feel (or avoid feeling) in the context of getting the job done is important in several ways. First, understanding this helps to think about more abstract things things a user considers when actually performing the job (or access a service/journey). Second, these insights can be critical in messaging to your offer, which is something your marketing team will value.

Desired Emotions:

Feel Motivated: As a learner, it is essential to feel motivated when learning how to use a solution to drive the learning process and achieve learning objectives.
Feel Curious: Curiosity can lead to deeper understanding and exploration of the solution, enhancing the learning experience.
Feel Confident: Confidence in one's ability to learn and use the solution effectively can boost the learning process and lead to better outcomes.
Feel Engaged: Being engaged in the learning process can make it more enjoyable and increase the likelihood of retaining the information.
Feel Accomplished: Feeling a sense of accomplishment after learning a new solution can boost self-esteem and encourage further learning.

Undesired Emotions:

Avoid Feeling Overwhelmed: A learner should manage their learning pace and expectations to avoid feeling overwhelmed, which can negatively impact learning and retention.
Avoid Feeling Frustrated: Frustration can hinder the learning process and create a negative learning experience, so it's essential to seek help or use different learning strategies when needed.
Avoid Feeling Bored: Boredom can lead to disengagement and lack of motivation, so it's important to keep the learning process interesting and engaging.
Avoid Feeling Doubtful: Doubt can create uncertainty and hinder progress, so it's essential to build confidence in one's ability to learn and use the solution.
Avoid Feeling Stressed: High levels of stress can negatively impact learning, so it's important to manage stress levels during the learning process.

Survey Format:

When learning how to use a solution…	How important is it that you are able to…			How difficult is it for you to…
	Not important	Neutral	Important	Not difficult	Neutral	Difficult
Feel Motivated
Feel Curious
Feel Confident
Feel Engaged
Feel Accomplished
Avoid Feeling Overwhelmed
Avoid Feeling Frustrated
Avoid Feeling Bored
Avoid Feeling Doubtful
Avoid Feeling Stressed

Social Jobs

Ditto emotional jobs

Desired Perceptions:

Be Perceived as Motivated - As a learner, showing motivation in learning how to use a solution can indicate a strong desire to improve and grow.
Be Perceived as Diligent - Diligence in learning can show a commitment to understanding the solution thoroughly and not just superficially.
Be Perceived as Adaptable - Being adaptable in learning new solutions can show flexibility and openness to change, which are valuable traits in a fast-paced, evolving environment.
Be Perceived as Curious - A curious learner is perceived as someone who goes beyond the basics and explores the solution in depth, which can lead to a more comprehensive understanding.
Be Perceived as Confident - Confidence in learning can show that the learner believes in their ability to understand and use the solution effectively.

Undesired Perceptions:

Avoid Being Perceived as Uninterested - Lack of interest in learning can be perceived as a lack of commitment or motivation, which can negatively impact the learning process and outcomes.
Avoid Being Perceived as Lazy - Laziness in learning can be perceived as a lack of effort or dedication, which can hinder progress and understanding of the solution.
Avoid Being Perceived as Closed-Minded - Being closed-minded can hinder learning, as it can limit the ability to explore new ideas or approaches in using the solution.
Avoid Being Perceived as Incompetent - Incompetence can be perceived as a lack of ability or skill in learning and using the solution, which can negatively impact confidence and progress.
Avoid Being Perceived as Overwhelmed - Being overwhelmed can be perceived as a lack of ability to manage the learning process effectively, which can hinder progress and understanding.

Survey Format:

When learning how to use a solution…	How important is it that you are able to…			How difficult is it for you to…
	Not important	Neutral	Important	Not difficult	Neutral	Difficult
Be Perceived as Motivated
Be Perceived as Diligent
Be Perceived as Adaptable
Be Perceived as Curious
Be Perceived as Confident
Avoid Being Perceived as Uninterested
Avoid Being Perceived as Lazy
Avoid Being Perceived as Closed-Minded
Avoid Being Perceived as Incompetent
Avoid Being Perceived as Overwhelmed

How this was made

I used the tools that I’ve shared in my Jobs-to-be-Done Masterclass: Eliminating Jobs-to-be-Done Interviews with Artificial Intelligence ⬅️ to build this entire catalog.

While it did take some time, that’s because there are 16 journeys and the catalogs are comprehensive. You will not find anything like this in the JTBD practitioner world.

Consultants make their money doing things. Innovators automate things. I hope Customer Experience (CX) professionals are able to leverage this work to accelerate their own.

Purpose

Journey Mapping exercises typically end with a visualization of a make believe journey with a smattering of pain points expressed by a smattering of real people.

Have you ever wondered why you constantly have to redo these?

What I’ve developed above may not be absolutely perfect for your situation, but with a few tweaks it will stand the test of time as the backbone of your prioritization of customer needs, and the foundation of your strategic roadmaps far into the future.

We don’t study solutions, we study the jobs your customers are trying to get done as they experience the lifecycle of ownership within your ecosystem.

Simple as that.

Now, go run a survey. I’ll be incorporating some accelerators for that very, very soon.

Contact

Mike Boysen - Managing Director

Practical JTBD, LLC

www.pjtbd.com | http://jobstobedone.substack.com

678-824-2789 | info@pjtbd.com

Copyright

The entire catalog is covered under creative commons….