Shows
Future Fuzz - The Digital Marketing PodcastEp. 103 - Jobs To Be Done - Jim KalbachJustin is joined by Jim Kalbach - author, speaker, and leading voice in strategy and innovation - to demystify Jobs to Be Done (JTBD), a powerful framework that's still underutilized in the marketing world. Jim explains how JTBD moves beyond traditional product thinking by focusing on the core outcomes customers seek to achieve, whether in daily life or professional settings. He shares actionable ways JTBD can drive innovation, align cross-functional teams, and sharpen customer focus.Whether you're in marketing, product, or leadership, this conversation will help you rethink how your organization defines value - from the customer’s...2025-05-2127 min
Insights UnlockedLeverage the Jobs To Be Done framework to drive growthEpisode web page: https://bit.ly/4d2nCOx
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In this episode, UserTesting’s Lija Hogan sits down with Jim Kalbach, Chief Evangelist at Mural and author of The Jobs to Be Done Playbook, to discuss how the “Jobs to Be Done” framework can transform UX and business strategy in today’s growth-focused world. Ji...2025-05-1240 min
Nat's Sidewalk StoriesPersistence and Place with Charlene BurkeJoin me for a conversation with my neighbor and friend Charlene Burke, whose dedication to Jersey City spans decades. Charlene has been a familiar face at public hearings and a driving force behind the West Bergen-East Lincoln Park Historic District. In our conversation, Charlene shares: How her work publishing a magazine about New Jersey history sparked a deeper appreciation for preservationThe story behind establishing our neighborhood's historic district designation in 2015Practical advice for anyone nervous about speaking up at public meetingsWhy persistence matters in community advocacy2025-04-1051 min
Nat's Sidewalk StoriesIntroducing Nat's Sidewalk StoriesWelcome to Nat's Sidewalk Stories, a podcast exploring the hidden histories and vibrant communities beneath our feet. In this introductory episode, I share how my journey as an artist documenting Jersey City's architecture evolved into a deeper exploration of place-based storytelling. I'll take you through my discovery of Dr. Edwina Drake Frech, who once lived in my house and established Jersey City's first pure milk dispensary in the early 1900s, saving countless infant lives. This connection to the past inspired my current book project, "If These Walls Could Talk," where my house narrates generations of Jersey City...2025-04-0806 min
Wise Decision Maker Show#290: Getting Over the Uncanny Valley in Gen AI Adoption: Jim Kalbach, Chief Evangelist at MuralIn this episode of the Wise Decision Maker Show, Dr. Gleb Tsipursky speaks to Jim Kalbach, Chief Evangelist at Mural, about getting over the uncanny valley in Gen AI adoption.You can learn about Mural at https://www.mural.co/📧 Make sure to register for the FREE Wise Decision Maker Course and get a FREE copy of the "Assessment on Dangerous Judgment Errors in the Workplace" as part of the first course module https://disasteravoidanceexperts.com/subscribe/ 📖 Check out Dr. Gleb Tsipursky's latest books:"Returning to the Office and Leading Hybrid and Remote...2025-03-2534 min
Product AgilityBeyond User Stories: How Jobs to Be Done Unlocks Real Customer Value (with Jim Kalbach)Send us a textIn this week’s episode of the Product Agility Podcast, Ben is joined by Jim Kalbach, an expert in design, innovation, and the Jobs to Be Done (JTBD) framework. Together, they tackle one of the biggest blind spots in product development—our over-reliance on user stories and how shifting our focus to customer jobs can unlock real value.This episode also marks the start of Season 3, and we’re excited to continue bringing you insightful conversations that bridge the gap between agility and product! Are We Asking the Wrong Q...2025-03-1347 min
workshops work312 - From Mapping to Meaning: Co-Creation Through Jobs to Be Done with Jim KalbachFacilitation isn’t just about guiding a process—it’s about creating meaning. And in this episode, Jim Kalbach, author of The Jobs To Be Done: Align Your Markets, Organization, and Strategy Around Customer Needs, shares how facilitation and Jobs to Be Done (JTBD) go hand in hand.We dive into the art of moving from insight to action, exploring how facilitators and leaders can use JTBD to break through assumptions, foster collaboration, and design experiences that truly serve the people they’re meant for.Jim shares his own journey—from journey mapping to facilitation—revealing ho...2025-03-121h 11
Debate no Café#78 - Relacionamento com Clientes na era da Inteligência Artificial | Adilson BatistaA transformação digital revolucionou a maneira como as empresas interagem com seus clientes. Mas será que estamos realmente aproveitando todo o potencial do CRM e da Inteligência Artificial para construir relacionamentos mais eficazes e personalizados?Afinal, o CRM não é apenas uma ferramenta para armazenar dados de clientes, mas uma estratégia para entender, antecipar e atender melhor às suas necessidades. E a Inteligência Artificial?Bem, ela já está nos ajudando a prever comportamentos, automatizar interações e até mesmo personalizar experiências em tempo real.Se você quer entender como essas tecno...2025-03-101h 00
Radio Future Skills AcademyThe Story of Jim Kalbach - Improvisation, Music and the Future of OrganizationsJim Kalbach is the Chief Evangelist at Mural 00:00:08 Intro / Chatting / Holiday Reflections 00:02:40 Introducing Jim Kalbach 00:04:20 The Influence of Jazz 00:04:25 Comfort with Uncertainty 00:07:26 The Role of Language 00:09:48 The Nature of Truth 00:10:20 The Importance of Art 00:13:42 Jim's Journey to Mural 00:14:43 Defining Creativity 00:18:28 Music as a Creative Process 00:21:13 Embracing Nonlinearity 00:22:50 The Future of Organizations 00:26:54 Managing Uncertainty in Business 00:33:11 Neurodiversity in the Workplace 00:36:31 The Shift Towards Imagination 00:42:04 The Impact of AI 00:50:38 The Need for Balance 00:57:49 Navigating Change 01:01:57 Personal Growth and Change 01:17:44 Rethinking Bu...2025-01-241h 24
The Experience EdgeEp.8 - Jobs To Be Done Theory for CX - Jim KalbachVisit www.theydo.com SummaryJochem Van Der Veer and Jim Kalbach discuss the Jobs to Be Done (JTBD) framework, its integration with experience design, and its application in understanding user needs. Jim emphasizes the importance of precision and complementary techniques in JTBD, explaining how it enhances traditional methods like journey mapping. They explore the hierarchy of target jobs, the significance of job metrics, and the ROI of implementing JTBD in organizations. They delve into the Jobs to Be Done framework, discussing its importance in prioritizing opportunities, understanding unmet needs, and fostering collaboration w...2025-01-1758 min
UXLx TalksPeace is Waged with Sticky Notes with Jim KalbachCan design have a greater impact beyond commercial settings? That's what Jim Kalbach, author of Mapping Experiences, pondered when a global counter-terrorism organization approached him to facilitate a workshop in Abu Dhabi. Earlier this year, Jim applied mapping techniques to help understand the experience of former violent extremists.In this talk, Jim will discuss the details of his inspiring project and reflect on some of the experiences he had working with ex-hate group members. He'll then show his approach in applying principles of experience mapping and design thinking techniques to a non-commercial setting. In the end, our skills...2024-12-1235 min
Tune In To: This Breakthrough Full Audiobook For Thriller Fans.The Jobs To Be Done Playbook: Align Your Markets, Organization, and Strategy Around Customer Needs by Jim KalbachPlease visithttps://thebookvoice.com/podcasts/1/audiobook/766989to listen full audiobooks.
Title: The Jobs To Be Done Playbook: Align Your Markets, Organization, and Strategy Around Customer Needs
Author: Jim Kalbach
Narrator: Tom Parks
Format: Unabridged Audiobook
Length: 8 hours 10 minutes
Release date: May 28, 2024
Genres: Computers & Technology
Publisher's Summary:
'Jobs To Be Done is key to building successful products, and this book masterfully gives a step–by–step guide on how to put it into practice.' —Melissa Perri, author of Escaping the Build Trap These days, consumers have real power: they can research companies, compare ratings, and find alternatives with a simple tap. F...2024-05-288h 10
Discover the Best Audio Stories in Non-Fiction, Computers & TechnologyThe Jobs To Be Done Playbook: Align Your Markets, Organization, and Strategy Around Customer Needs by Jim KalbachPlease visit https://thebookvoice.com/podcasts/1/audiobook/766989 to listen full audiobooks. Title: The Jobs To Be Done Playbook: Align Your Markets, Organization, and Strategy Around Customer Needs Author: Jim Kalbach Narrator: Tom Parks Format: Unabridged Audiobook Length: 8 hours 10 minutes Release date: May 28, 2024 Genres: Computers & Technology Publisher's Summary: 'Jobs To Be Done is key to building successful products, and this book masterfully gives a step–by–step guide on how to put it into practice.' —Melissa Perri, author of Escaping the Build Trap These days, consumers have real power: they can research companies, compare ratings, and find alternatives with a simple...2024-05-2830 minListen to the Best Full Audiobooks in Business & Economics, Marketing & AdvertisingThe Jobs To Be Done Playbook: Align Your Markets, Organization, and Strategy Around Customer Needs by Jim KalbachPlease visithttps://thebookvoice.com/podcasts/1/audiobook/766989to listen full audiobooks.
Title: The Jobs To Be Done Playbook: Align Your Markets, Organization, and Strategy Around Customer Needs
Author: Jim Kalbach
Narrator: Tom Parks
Format: Unabridged Audiobook
Length: 8 hours 10 minutes
Release date: May 28, 2024
Genres: Marketing & Advertising
Publisher's Summary:
'Jobs To Be Done is key to building successful products, and this book masterfully gives a step–by–step guide on how to put it into practice.' —Melissa Perri, author of Escaping the Build Trap These days, consumers have real power: they can research companies, compare ratings, and find alternatives with a simple tap. F...2024-05-288h 10
Facilitation Lab PodcastEpisode 150: The Most Impactful Visual Tools for Facilitating Team Alignment"Now more than ever, we need facilitation, which is different than being a facilitator."- Jim Kalbach In this episode of the Facilitation Lab podcast, Douglas Ferguson talks with Jim Kalbach, Chief Evangelist at MURAL and author, about his facilitation journey and expertise in mapping. Jim shares a pivotal experience leading a workshop at LexisNexis and how it propelled his career. He discusses the influence of room setup on collaboration, the power of visual maps for team alignment, and his interest in Wardley maps. Jim also reflects on the evolution of facilitation with technology, the shift to...2024-05-2247 min
Product People PodcastJim Kalbach | Jobs To Be Done pt.2 | ep.17This is the second part of the episode with Jim Kalbach, if you haven't listened to the first one, we highly suggest you do it. In this episode of the Product People Podcast, the host Mirela Mus interviews Jim Kalbach, a pioneer in the Jobs To Be Done framework.About us:Product Management community and Interim Product Management services. Our mission is to help companies discover and deliver great products faster. We empower Europe's Product Management community to share knowledge generously for free. We earn money with Interim product...2023-12-1221 min
Product People PodcastJim Kalbach | Jobs To Be Done pt.1 | ep.16In this episode of the Product People Podcast, the host Mirela Mus interviews Jim Kalbach, a pioneer in the Jobs To Be Done framework.This is the first part of the interview, in which we discuss what is Jobs To Be Done, understand the depth of it, and give advice about how to avoid common pitfalls.About us:Product Management community and Interim Product Management services. Our mission is to help companies discover and deliver great products faster. We empower Europe's Product Management community to share knowledge generously for free. We earn...2023-11-2721 min
Go To NetworkWas wir im Sales von einem Chief Evangelist lernen können mit Jim Kalbachhttps://www.linkedin.com/in/kalbach/https://www.linkedin.com/in/christophkarger/https://www.linkedin.com/company/gotonetwork2023-11-1534 min
The Future OfThe Future Of CollaborationIn this episode of The Future Of, Sean McDowell, Senior Vice President of Design and Innovation at MillerKnoll; Jim Kalbach, Chief Evangelist at Mural; and Rich Knepprath, Creative Director at Fresh Consulting, join host Jeff Dance to discuss the future of collaboration. They dive into best practices for effective hybrid workplace collaboration, tools for innovating collaboration today, as well as the evolution of work.They Cover:[10:00] - Effective collaboration in the digital hybrid workplace relies on tools like Mural that support clear communication. While we can convey intent through facial expressions in-person, ensuring such presence remotely...2023-08-221h 00The Future OfThe Future Of CollaborationIn this episode of The Future Of, Sean McDowell, Senior Vice President of Design and Innovation at MillerKnoll; Jim Kalbach, Chief Evangelist at Mural; and Rich Knepprath, Creative Director at Fresh Consulting, join host Jeff Dance to discuss the future of collaboration. They dive into best practices for effective hybrid workplace collaboration, tools for innovating collaboration today, as well as the evolution of work.They Cover:[10:00] - Effective collaboration in the digital hybrid workplace relies on tools like Mural that support clear communication. While we can convey intent through facial expressions in-person, ensuring such presence remotely...2023-08-221h 00
Curious Leadership with Dominic MonkhouseE260 | Igniting Team Collaboration in the Digital Age with Jim KalbachDoes it feel like something is missing in your remote work environment? Have you been told to just schedule more virtual meetings to enhance collaboration, only to end up feeling disconnected and unproductive? The pain of trying to foster human connection through endless video calls is real, and it's time to explore alternative ways to achieve meaningful collaboration.Jim Kalbach had always been an advocate for remote work, long before the world was thrust into a virtual environment due to the pandemic. Working with Citrix, makers of GoToMeeting, he had already been navigating the remote collaboration space...2023-08-1540 min
The Bold Money RevolutionYou Don’t Stink at Marketing with Jim Kalbach On the podcast today, I had a bit of a fangirl moment. I’m talking to Jim Kalbach, the Chief Evangelist at MURAL and the author of Mapping Experiences. This book has greatly impacted me, and I’m excited to share this conversation with you. We will discuss aligning your marketing and offers around your customers’ needs. We will cover why it’s important, the role that empathy plays, and how to create a framework that makes the whole process easier. Jim made me finally stop thinking I sucked at marketing. Instead, I started l...2023-06-2052 min
Wise Decision Maker Show#120: Psychological Safety Provides the Basis for Creativity in Remote Teams: Jim Kalbach of MURALIn this episode of the Wise Decision Maker Show, Dr. Gleb Tsipursky speaks to Jim Kalbach, Chief Evangelist at MURAL, about how psychological safety provides the basis for creativity in remote teams. You can learn about MURAL at https://www.mural.co/📧 Make sure to register for the FREE Wise Decision Maker Course and get a FREE copy of the "Assessment on Dangerous Judgment Errors in the Workplace" as part of the first course module https://disasteravoidanceexperts.com/subscribe/📖 Check out Dr. Gleb Tsipursky's latest books:"Leading Hybrid and Remote Teams: A Manual...2023-05-2518 min
Work For HumansJobs to Be Done Theory: How To Build Customer Needs Into Every Part Of Your Business | Jim KalbachJim Kalbach wrote the book on the jobs to be done research methodology (JTBD). Jim argues persuasively, that JTBD is way more than a tool for understanding what customers really want from a product. When used right, it can be the organizing principle that gets every part of a company pointing in the same direction, all towards satisfying customer needs. In this episode, Dart and Jim discuss:- Applying the Jobs to Be Done theory and methodology to business- Understanding and identifying the unmet needs of a marketplace - P...2023-05-161h 04
Escape To The Most Riveting Full Audiobook Today!Collaborative Intelligence: The New Way to Bring Out the Genius, Fun, and Productivity in Any Team by Mariano Battan, Jim KalbachPlease visithttps://thebookvoice.com/podcasts/1/audiobook/691336to listen full audiobooks.
Title: Collaborative Intelligence: The New Way to Bring Out the Genius, Fun, and Productivity in Any Team
Author: Mariano Battan, Jim Kalbach
Narrator: Sean Pratt
Format: Unabridged Audiobook
Length: 4 hours 41 minutes
Release date: May 15, 2023
Genres: Business & Career Development
Publisher's Summary:
Create better connected teams and hold more productive meetings In Collaborative Intelligence: Design Better Collaboration, Improve Team Productivity, and Build a Culture of Connection, the workplace collaboration experts at MURAL offer a holistic and comprehensive system for fixing today’s broken teamwork culture. This book introduces the emerging practice of co...2023-05-154h 41
Expand Your Mind, One Story at a Time - Free Audiobook RevolutionCollaborative Intelligence: The New Way to Bring Out the Genius, Fun, and Productivity in Any Team Audiobook by Jim KalbachListen to this audiobook in full for free onhttps://hotaudiobook.com/freeID: 691336
Title: Collaborative Intelligence: The New Way to Bring Out the Genius, Fun, and Productivity in Any Team
Author: Jim Kalbach, Mariano Battan
Narrator: Sean Pratt
Format: Unabridged
Length: 04:41:08
Language: English
Release date: 05-15-23
Publisher: G&D Media
Genres: Business & Economics, Business Development
Summary:
Create better connected teams and hold more productive meetings
In Collaborative Intelligence: Design Better Collaboration, Improve Team Productivity, and Build a Culture of Connection, the workplace collaboration experts at MURAL offer a holistic and comprehensive system for fixing todays broken teamwork culture. This book...2023-05-154h 41
Listen to Latest Full Audiobooks in Business & Economics, Business & Career DevelopmentCollaborative Intelligence: The New Way to Bring Out the Genius, Fun, and Productivity in Any Team by Mariano Battan, Jim KalbachPlease visit https://thebookvoice.com/podcasts/1/audiobook/691336 to listen full audiobooks. Title: Collaborative Intelligence: The New Way to Bring Out the Genius, Fun, and Productivity in Any Team Author: Mariano Battan, Jim Kalbach Narrator: Sean Pratt Format: Unabridged Audiobook Length: 4 hours 41 minutes Release date: May 15, 2023 Genres: Business & Career Development Publisher's Summary: Create better connected teams and hold more productive meetings In Collaborative Intelligence: Design Better Collaboration, Improve Team Productivity, and Build a Culture of Connection, the workplace collaboration experts at MURAL offer a holistic and comprehensive system for fixing today’s broken teamwork culture. This book introduces the emerging practice of...2023-05-1505 minListen to Latest Full Audiobooks in Business & Economics, Business & Career DevelopmentCollaborative Intelligence: The New Way to Bring Out the Genius, Fun, and Productivity in Any Team by Mariano Battan, Jim KalbachPlease visithttps://thebookvoice.com/podcasts/1/audiobook/691336to listen full audiobooks.
Title: Collaborative Intelligence: The New Way to Bring Out the Genius, Fun, and Productivity in Any Team
Author: Mariano Battan, Jim Kalbach
Narrator: Sean Pratt
Format: Unabridged Audiobook
Length: 4 hours 41 minutes
Release date: May 15, 2023
Genres: Business & Career Development
Publisher's Summary:
Create better connected teams and hold more productive meetings In Collaborative Intelligence: Design Better Collaboration, Improve Team Productivity, and Build a Culture of Connection, the workplace collaboration experts at MURAL offer a holistic and comprehensive system for fixing today’s broken teamwork culture. This book introduces the emerging practice of co...2023-05-154h 41
The Unlocking Growth ShowWhy you should care about "Jobs to be done!"We've said it before "No one cares about your product".They care what it does for them!Jim Kalbach, author of The Jobs to be Done Playbook says entrepreneurs, product developers and marketers alike need to think "Jobs to be done!"In the first episode of The Unlocking Growth Show, Jim shares 5 essentials in aligning your markets and organization around customer needs.And what that looks like!So if you're wondering who's going to buy your product and why, take a listen!About today's guest...2023-02-2813 min
Killer Innovations with Phil McKinney - A Show About Ideas Creativity And InnovationJim Kalbach of Mural on Visual CollaborationJim Kalbach, Head of Customer Experience at Mural, joins us to discuss innovation efforts in the world of visual collaboration.
Remote work was at nearly one hundred percent during the pandemic, creating a need for effective digital whiteboards. Not only did people need a working space, but also a space for visual collaboration to take place. Since the pandemic, new modes outside of remote work have arisen, such as in-person, asynchronous, synchronous, and hybrid. The challenge has been finding a happy medium these different modes can meet in. Jim Kalbach believes shifting the focus from...2023-01-1740 minKiller Innovations with Phil McKinneyPast Shows Archives - Killer Innovations with Phil McKinneyJim Kalbach of Mural on Visual CollaborationJim Kalbach, Head of Customer Experience at Mural, joins us to discuss innovation efforts in the world of visual collaboration.
Remote work was at nearly one hundred percent during the pandemic, creating a need for effective digital whiteboards. Not only did people need a working space, but also a space for visual collaboration to take place. Since the pandemic, new modes outside of remote work have arisen, such as in-person, asynchronous, synchronous, and hybrid. The challenge has been finding a happy medium these different modes can meet in. Jim Kalbach believes shifting the focus from...2023-01-1740 min
Killer Innovations with Phil McKinneyJim Kalbach of Mural on Visual CollaborationJim Kalbach, Head of Customer Experience at Mural, joins us to discuss innovation efforts in the world of visual collaboration. Remote work was at nearly one hundred percent during the pandemic, creating a need for effective digital whiteboards. Not only did people need a working space, but also a space for visual collaboration to take place. Since the pandemic, new modes outside of remote work have arisen, such as in-person, asynchronous, synchronous, and hybrid. The challenge has been finding a happy medium these different modes can meet in. Jim Kalbach believes shifting the focus from getting teams...2023-01-1740 min
Brave UX with Brendan Jarvis 🇺🇦Jim Kalbach - Designing with Big EarsJim Kalbach shares insights from jazz into collaboration, how experience maps help us navigate design, and why Jobs To Be Done deserves our attention.
Highlights include:
Why do we confuse ideas with innovation?
What does it mean to have ‘big ears’ and how is that useful?
How do you manage challenges to your recommendations?
What gets in the way of effective collaboration?
How can Jobs To Be Done help to find the right problems to fix?
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Who is Jim Kalbach?
Jim is the Chief Evangelist and VP of Customer Experience at MURA...2023-01-091h 27
Product Quest PodcastEpisode 31: Retrospective 2022In this special episode we review all the guests we interviewed on the show this year and reflect upon what we learned, what we liked and the questions we wished we had asked!
This episode turned out to be much longer than planned, so here are the timestamps if you want to jump to a particular guest:
01:40 Ruth Hartt
15:50 Lance Bettencourt
25:04 Ronan and Jane
31:20 Indi Young
40:14 Jim Kalbach
53:00 Dan Adams
1:05:30 Beat Walther
1:13:00 Jan Schmiedgen
1:22:00 Katerina Kozludzhova
1:25:10 Murat and Francesco
1:31:17 Michele Hansen
1:41:45 Lindsay Zaltman
1:54:50 Min Basadur
2:04:30 Gerry McGovern
2:11:20 Giorgio Pauletto
2:19:50 Tim Macarthur
2:24:10 Joe Leech
2:32:00 Ian Kerr & Jason Frasca
2:37:15 Sergei Ikovenko
2:46:20 T2023-01-023h 03
Growth Manifesto PodcastJobs-To-Be-Done (JTBD) Framework: A Deep DiveIn this episode we speak with Jim Kalbach - author, speaker, chief evangelist at MUURAL, and author of 3 books including The Jobs To Be Done Playbook - about how to use the Jobs-To-Be-Done Framework to drive better marketing performance and growth.2022-12-0143 min
Chief Evangelist with Ethan Beute003 Jim Kalbach (MURAL) on The 4 C’s of EvangelismToday’s guest, Jim Kalbach, Chief Evangelist at MURAL, joins Ethan Beute and shares the 4 C’s of evangelism which are: Company, Culture, Customers, and Community. Jim defines what each C means and how they relate to one another and to the role. Jim also discusses the idea that making better customers makes better customers, as well as the reason he doesn't have to say MURAL in order to evangelize on behalf of the company.Takeaways:When you are in an industry or market that is expanding, it’s in a company’s interest to grow that ent...2022-11-1755 min
Desenhando ProdutosT4 E5 Giu VicenteGiu Vicente atua como Senior Manager, Product Designer na ServiceNow em Amsterdam, NL. Sua experiência profissional de mais de 20 anos passou por professor de programação, desenho, editoração eletrônica e fotografia, mudando para direção de arte em agências on e offline quando finalmente entendeu que desenhar produtos digitais era o que gostava de fazer. Sua paixão pelo IxDA o fez local leader em Joinville por 4 anos e hoje é local leader na Holanda.
Bacharel em Desenho Industrail pela Univille e Pós-graduado em Novos Negócios pela Sustentare, teve que estudar muito teoria das co...2022-08-0356 min
DistantJob PodcastUnlocking Your Remote Team´s Creativity Through Collaboration, with Jim KalbachDuring this podcast episode, Jim Kalbach shares how “asynchronous communication is a muscle we haven’t trained” and how boosting creativity in a remote environment is mostly about using different tools and strategies. He shares his experience developing creativity in remote teams and what has worked and what hasn’t. 2022-06-1054 min
Surviving UXUX is not a diet pillWhat's it like to ditch UX design and take on a new role at your company? How do you get it together to write a UX book? Are UX skills relevant outside of work? Meg and Jessamyn speak to Jim Kalbach, Chief Evangelist at MURAL. More on Jim Kalbach: https://www.linkedin.com/in/kalbach/ https://www.amazon.com/Jobs-Be-Done-Playbook-Organization/dp/1933820683 https://www.jtbdtoolkit.com/2022-06-0638 min
UNLEASHcastDevelopments in collaboration technology with Mariano Suarez-Battan and friendsJon talks to the CEO and founder of Mural, Mariano Suarez-Battan, about the latest in collaboration technology and where the industry might go next. Chief Evangelist Jim Kalbach and Luma CEO Chris Pacione also join in. Hosted on Acast. See acast.com/privacy for more information.2022-05-1722 min
Product Quest PodcastEpisode 6: Job Mapping and the JTBD toolkit with Jim KalbachAnyone in the Jobs-to-be-done space by now surely knows his name and work but it’s worth pointing it out. He is a noted author, speaker, and instructor in design, customer experience, and strategy. He is currently Chief Evangelist at MURAL, the leading online whiteboard. He has written 3 books: Designing Web Navigation (O’Reilly, 2007), Mapping Experiences (O’Reilly, 2016), and most recently The Jobs To Be Done Playbook (Rosenfeld, 2020). He is also the Co-founder and Principal at the JTBD Toolkit, an online resource with learning, trainings, and content. Jim blogs at experiencinginformation.com and tweets under @jimkalbach.
Referenced o...2022-05-091h 41Product Quest PodcastEpisode 6: Job Mapping and the JTBD toolkit with Jim KalbachAnyone in the Jobs-to-be-done space by now surely knows his name and work but it’s worth pointing it out. He is a noted author, speaker, and instructor in design, customer experience, and strategy. He is currently Chief Evangelist at MURAL, the leading online whiteboard. He has written 3 books: Designing Web Navigation (O’Reilly, 2007), Mapping Experiences (O’Reilly, 2016), and most recently The Jobs To Be Done Playbook (Rosenfeld, 2020). He is also the Co-founder and Principal at the JTBD Toolkit, an online resource with learning, trainings, and content. Jim blogs at experiencinginformation.com and tweets under @jimkalbach.
Referenced o...2022-05-091h 41
Bizzdesign Enterprise Architecture PodcastHow to become the Customer Driven EnterpriseIn this session, we talk all about the need for enterprises to be customer-driven. We speak to Milan Guenther, President of the Intersection Group, and Jim Kalbach, Chief Evangelist at Mural. We talk about not only the importance of enterprises being customer-driven but how they can practically go about organizationally and architecturally achieving this, always thinking about the customer experience and everything they do. 2022-04-2730 min
Insights UnlockedBuilding an insights engine for your organization with Jim Kalbach at MURALDuring the writing and editing of User Tested, coauthor Janelle Estes reached out to Jim Kalbach to review draft chapters and share his feedback. Kalbach, the Chief Evangelist at MURAL and author of several books, loved the book but wanted more stories and proof points. In this bonus podcast episode, a previously recorded LinkedIn Live conversation, Kalbach and Estes, UserTesting’s Chief Insights Officer, discuss the writing of User Tested and the importance of talking with your customers. Kalbach reviewed the first two chapters on why Human Insights are important, and the last two c...2022-03-1422 min
Desenhando ProdutosT3 E4 Jeff GomesCom mais de 12 anos de experiência na área de design, Jeff passou por empresas como Grupo Ediouro, Secretaria de Educação de São Paulo, Hospital Israelita Albert Einstein, Grupo Movile, Sinch e Americas.com. Hoje atua como Coordenador de UX na Ame Digital na frente de Ame Empresas, além de dedicar parte do seu tempo ao cargo de CEO da PretUX, comunidade fundada em 2020 com o objetivo de potencializar pessoas pretas para ocuparem espaços e cargos no mercado de tecnologia (www.pretux.com.br).
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Pele ne...2022-02-1242 min
The Informed LifeYear in ReviewIn observance of the winter holidays, this episode doesn’t feature a guest interview. Instead, I reflect on five themes that emerged in the diverse conversations we hosted on the podcast during 2021. I wish you and yours happy holidays!Cover photo by Waldemar Brandt on Unsplash.If you’re enjoying the show, please rate or review it in Apple’s Podcasts directory:https://podcasts.apple.com/us/podcast/the-informed-life/id1450117117?itsct=podcast_box&itscg=30200Show notesThe Informed Life episode 53: Jason Ulaszek on Healing Social RiftsT...2021-12-1948 min
The Power of Music ThinkingRules of engagement with Jim KalbachHow do you bring humanity to work? How do you connect with your team on different levels?
Today, we are in New York, and we talk with Jim Kalbach. Jim is a noted author, speaker, musician, and instructor in design, customer experience, and strategy. He is currently Chief Evangelist at MURAL, the digital online whiteboard designed for remote collaboration and visual problem-solving.
Jim studied music theory and composition with 12-tone composer Charles Wuorinen, and that gives us a kick-start to discuss the differences between fixed instructions, lead sheets and free improvisation in music and our da...2021-11-3052 min
Startups For the Rest of UsEpisode 577 | Finding the Right Problem to SolveIn Episode 577, Rob Walling chats with Jim Kalbach about how to uncover the right problem to solve with the Jobs to Be Done (JTBD) framework. If you haven't been exposed to JTBD, this episode will be a great primer as we dive into practical examples for bootstrapped or mostly-bootstrapped founders.
The topics we cover
[3:00] Defining Jobs to Be Done (JTBD)
[6:45] JTBD are stable over time
[10:27] Be solution-agnostic
[11:20] JTBD for pre-product or pre-solution
[17:53] Questions to ask to find JTBD
[20:50] Switch interviews
[24:41] A switch interview...2021-11-2330 min
The Work Forward PodcastA Tale of Selling By Fear and GreedWelcome back to the Work Forward Podcast! We are honored to have two amazing guests today who will talk about how organizations become successful with the right incentives and the importance of leaders setting a conducive working environment for their people.
Jim Van Over is a futurist and technologist working as an Innovation Strategist in the Chief Innovation Office for ServiceNow. He is passionate about challenging the status quo of work by encouraging new ways of thinking for ServiceNow’s customers, partners, and alliances. Jim Kalbach meanwhile is the Chief Evangelist at MURAL. He is focused around he...2021-11-1727 min
Get ReworkedHow to Design a Hybrid Workplace That Actually WorksHybrid work is the order of the day for many companies as they ponder their future. But what does hybrid work actually mean and how do you design it to work for both employees and the organization? In this episode of Get Reworked, Jim Kalbach, chief evangelist at digital whiteboard company MURAL, talks about how the current moment is an inflection point for designing places where people actually want to work. "I don't think it's a change in work that we've experienced during the pandemic," he said. "It's a change in lifestyle that we've experienced an...2021-11-0937 min
The Critically Conscious CoachE 183: Interactive Virtual Whiteboards With Jim KalbachWelcome back to another episode of The Defiant Business Podcast!
Today, I have Jim Kalbach, Chief Evangelist at MURAL, an amazing interactive whiteboard application. You can use MURAL to brainstorm, do exercises, make a workshop more engaging, and more all in real-time.
Jim is a noted Author, Speaker, and Instructor in experience design, strategy, and visual methods, as well as remote facilitation. A long-time member of MURAL for nearly six years, his personal mission is to make imagination work possible in global organizations, anywhere, anytime.
In this episode, we're going to talk about h...2021-07-2918 min
Michael VirardiThe Customer Experience Show™ Episode #9 - Jim KalbachWe are very fortunate to be joined by Jim Kalbach, the Chief Evangelist, of a San Francisco company that has managed to close a $118 million Series B round of funding in August 2020. Lots of people are visual learners, and with many people working remotely now, it is not as easy to collaborate. Enter MURAL. Mural has defined itself as the leading visual collaboration platform and that helps companies accelerate the adoption of imagination at work and beyond work. If you are a facilitator, business unit manager or simply an entrepreneur that wants to plan, brainstorm and evaluate outcomes, this is...2021-07-2328 min
The Informed LifeJim Kalbach on Jobs to Be DoneJim Kalbach is the chief evangelist at MURAL, a leading provider of online visual collaboration software. He's the author of Designing Web Navigation (O'Reilly, 2007), Mapping Experiences (O'Reilly, 2016), and his latest, The Jobs to Be Done Playbook (Rosenfeld, 2020). In this conversation, we dive into Jobs to Be Done, how it relates to design, and how jobs can create an “out of body experience” for organizations.Show notes@JimKalbach on TwitterJim Kalbach on LinkedInMURALThe Jobs to Be Done Playbook by Jim KalbachMapping Experiences: A Complete Guide to Creating Value through Journeys, Blueprints, and Diagrams by Jim Kalb...2021-07-1831 min
The Informed LifeJim Kalbach on Jobs to Be DoneJim Kalbach is the chief evangelist at MURAL, a leading provider of online visual collaboration software. He's the author of Designing Web Navigation (O'Reilly, 2007), Mapping Experiences (O'Reilly, 2016), and his latest, The Jobs to Be Done Playbook (Rosenfeld, 2020). In this conversation, we dive into Jobs to Be Done, how it relates to design, and how jobs can create an “out of body experience” for organizations. Listen to the show Download episode 66 Show notes @JimKalbach on Twitter Jim Kalbach on LinkedIn MURAL The Jobs to Be Done Playbook by Jim Kalbach Mapping Experiences: A Comp...2021-07-1800 min
Think DifferentlyEpisode 42: Jim Kalbach Thinks Differently About Business GrowthJim Kalbach is a noted author, speaker, and instructor in design, customer experience, and strategy. He is currently Chief Evangelist at MURAL, the leading online whiteboard.
Jim is the author of three books: Designing Web Navigation (O’Reilly, 2007), Mapping Experiences (O’Reilly, 2016), and most recently The Jobs To Be Done Playbook (Rosenfeld, 2020). He is also the Co-founder and Principal at the JTBD Toolkit, an online resource with learning, trainings, and content. Jim blogs at www.experiencinginformation.com and tweets under @jimkalbach.2021-06-3050 min
Another Cloud PodcastNicolas Cage and Digital Whiteboard with Jim KalbachListen and learn how Jim Kalbach is using “Pick your Nick” to bridge the divide between the remote workforce and humanization. From mapping experiences, building trust as a leader, to unique ways to collaborate with Mural’s whiteboard.2021-06-0943 minInsights UnlockedReinventing how we work: a roundtable discussion with MURAL and UserTestingAs Jim Kalbach likes to say, work is not an office, it is what we accomplish together. As many companies are now planning if and when their employees return to offices, the questions of what work is and how we accomplish it are top of mind. This week’s Human Insight Podcast dives into the topic in a roundtable discussion with Mariano Suarez-Battan, co-founder and CEO at MURAL; Kalbach, Chief Evangelist at MURAL; Andy MacMillan, CEO at UserTesting, and Janelle Estes, Chief Insights Officer at UserTesting. In their conversation, they discuss:
Distributed collab...2021-05-1742 min
The Collaboration Superpowers Podcast277 - Make Space For Imagination With MURALJIM KALBACH is the Chief Evangelist at MURAL - one of the virtual whiteboard everyone is raving about. In this interview, we discuss the experience that the MURAL team had when covid hit in 2020, why virtual whiteboards are so important for remote collaboration, and how they can help us navigate the new world of working. For more stories of remote teams doing great things, visit https://www.collaborationsuperpowers.com2021-05-1042 min
Reading For SuccessInteview with Jim KalbachThis week, Kristen Hayer interviews: Jim Kalbach, author of The Jobs To Be Done Playbook.The next book we will be diving into is The Effortless Experience by Matthew Dixon, Nick Toman and Rick Delisi. Before Kristen starts digging into that, she'll be reviewing an article or two.While she has some books in mind for the rest of the season, she'd love suggestions as well. Email kristen@thesuccessleague.io with any questions or ideas.2021-03-3107 minReading For SuccessEp. 28 - The Jobs To Be Done Playbook Ch. 7 & 8This week, Kristen Hayer reviews:Chapters 7 & 8 of The Jobs To Be Done Playbook by Jim KalbachThis episode will wrap up our journey with the Playbook!The next book we will be diving into is The Effortless Experience by Matthew Dixon, Nick Toman and Rick Delisi. Before Kristen starts digging into that, she'll be reviewing an article or two.While she has some books in mind for the rest of the season, she'd love suggestions as well. Email kristen@thesuccessleague.io with any questions or ideas.2021-03-2405 min
The Innovation Meets Leadership Podcast9. Jobs To Be Done with Jim Kalbach - Part 2Welcome back to part two of our interview with Jim Kalbach. Hop on in, and let’s continue our conversations from part one.
Missed the previous episode? See below for links to the show.
Jim Kalbach is an author, speaker, and instructor in design. Jim has authored the books Designing Web Navigation, Mapping Experiences, and the most recent one, The Jobs To Be Done Playbook, which we will be talking about in this episode.
Jim is currently the Chief Evangelist at MURAL, the leading online whiteboard. He is responsible for advocating for imagination work, remote collaboration, creative teamwork, design thinking, an...2021-03-2118 min
UI Breakfast: UI/UX Design and Product StrategyEpisode 209: JTBD Interviews with Alli BlumHow can you do better at user interviews (even if the process scares you)? Our guest today is Alli Blum, SaaS researcher and strategist. You’ll learn all about the Jobs to Be Done framework, top questions to ask, biggest challenges, best practices of conduct, and more.Podcast feed: subscribe to https://feeds.simplecast.com/4MvgQ73R in your favorite podcast app, and follow us on iTunes, Stitcher, or Google Podcasts.Show NotesEpisode 112: Optimizing SaaS Trials with Alli BlumBetter Done Than Perfect. Switch Interviews & Strategic Context with Alli BlumEpisode 181: Jobs to Be Done wi...2021-03-1852 minReading For SuccessEp. 27 - The Jobs To Be Done Playbook Ch. 5 & 6We're back! This week, Kristen Hayer reviews:Chapters 5 & 6 of The Jobs To Be Done Playbook by Jim KalbachKristen recently interviewed Jim on Strikedeck Radio, so you can hear from the author himself! Check out that episode and more here. Next week Kristen will wrap up the deep dive into The Jobs to Be Done Playbook with Chapters 7 & 8.While she has some books in mind for the rest of the season, she'd love suggestions as well. Email kristen@thesuccessleague.io with any questions or ideas.2021-03-1707 minThe Innovation Meets Leadership Podcast8. Jobs To Be Done with Jim Kalbach - Part 1Jim Kalbach is an author, speaker, and instructor in design. Jim has authored the books Designing Web Navigation, Mapping Experiences, and the most recent one, The Jobs To Be Done Playbook, which we will be talking about in this episode.
Jim is currently the Chief Evangelist at MURAL, the leading online whiteboard. He is responsible for advocating for imagination work, remote collaboration, creative teamwork, design thinking, and more.
Main Takeaways:
● Explanation of The Jobs To Be Done Playbook
● Customer-centric companies are 60% more profitable than companies that focus on the customer
●...2021-03-1420 min
Fireside chats without the firesSeason 2 : Episode 6 - "Mapping Experiences for CX" with Jim KilbachContinuing the recent theme of having authors from the recently published "Top 10 books that each CX leader should read " by Qualtrics, today's guest is none other than Jim Kalbach, the author of "Mapping Experiences - A complete guide to customer alignment through journeys, blueprint, and diagrams". With real passion and enthusiasm, Jim explains the importance that mapping plays in today's world, how important it is that all departments are involved in creating maps and how it is possible to map employment engagement to customer engagement, driving up both key metrics.2021-03-0536 min
Service Design ShowHow design can lead the conversation / Jim Kalbach / Episode #121"I didn't sign up to be making wallpaper." That's a quote I can strongly relate to from this conversation with Jim Kalbach.
As service designers we want to make a tangible impact on the world around us.
For that you need to make sure that your work gets "shipped". If you fail to do that you're often just making wallpaper as Jim said.
And the stakes are high because if you fail to ship you run the risk that your contributions will be seen as insignificant or irrelevant.
So an important part of doing good service design is following up...2021-03-041h 00Reading For SuccessEp. 26 - The Jobs To Be Done Playbook Ch. 3 & 4This week, Kristen Hayer reviews:Chapters 3 & 4 of The Jobs To Be Done Playbook by Jim KalbachThese chapters explore how you can use customer surveys to find out what your Customer Success strategy is missing and how to resolve those issues.Next week Kristen will review Chapters 3 & 4 which dive deeper into Jim's method for customer success! If you're reading along, Kristen highly recommends getting the hard copy so you can take advantage of the included diagrams and images. Kristen recently interviewed Jim on Strikedeck Radio, so you can hear from the author himself...2021-03-0306 min
Strikedeck Radio: Customer Success LiveEp 95, Jim Kalbach, The Jobs to be Done PlaybookJoin Kristen Hayer in conversation with Jim Kalbach, Chief Evangelist for MURAL as he shares some great ideas on ways to optimize the customer experience.2021-02-1828 min
Strikedeck Radio: Customer Success LiveEp 95, Jim Kalbach, The Jobs to be Done PlaybookJoin Kristen Hayer in conversation with Jim Kalbach, Chief Evangelist for MURAL as he shares some great ideas on ways to optimize the customer experience.2021-02-1828 minReading For SuccessEp. 25 - The Jobs To Be Done Playbook Ch. 1 & 2This week, Kristen Hayer reviews:Chapters 1 & 2 of The Jobs To Be Done Playbook by Jim KalbachThese two chapters lay out the frame work for the Jobs To Be Done Strategy. If you're reading along, Kristen highly recommends getting the hard copy so you can take advantage of the included diagrams and images. Next week Kristen will review Chapters 3 & 4 which dive into some of the actual plays involved in Jim's approach to customer success.While she has some books in mind for the rest of the season, she'd love suggestions as well. Email k...2021-02-1707 minReading For SuccessMinisode 2.2 - How to Help (Without Micromanaging)This week, Kristen Hayer reviews: An article from HBR.org called How to Help (Without Micromanaging) by Colin M. Fisher, Teresa M. Amabile, and Julianna Pillemer This article explores how to assist your team without getting in their way.Season 2 will continue next week with Chapters 1 & 2 of a new book, The Jobs To Be Done Playbook by Jim Kalbach. Kristen highly recommends getting the hard copy so you can take advantage of the included diagrams and images. While she has some books in mind for the rest of the season, she'd love suggestions as w...2021-02-1005 minReading For SuccessMinisode 2.1 - Negotiating Your Next JobThis week, Kristen Hayer reviews:An article from HBR.org called Negotiating Your Next Job by Hannah Riley Bowles and Bobbi Thomason2020 was a year of great change for many of us and it may be time to start looking towards your next big move. This article explores steps you can take to prepare yourself for your next professional shift.Season 2 will continue with our next book, The Jobs To Be Done Playbook by Jim Kalbach. Kristen highly recommends getting the hard copy so you can take advantage of the included diagrams and images.2021-02-0406 min
Design EverywhereThe Future of Collaboration with Jim KalbachCollaboration is a critical element of design. It facilitates the cross-pollination of ideas, concepts, and diverse perspectives. What happens when collaboration in a physical, face-to-face sense becomes at best much more difficult and at worst, explicitly outlawed? If this was some time in the not-so-distant past, we would brush this off as science fiction. But the pandemic of 2020 made it a reality. In this episode, Jim Kalbach, Head of Customer Experience at Mural and expert workshop facilitator, will discuss what collaboration means today and into an uncertain future.Follow Jim on Twitter: @jimkalbach Le...2020-11-1240 min
Better Done Than PerfectJTBD for User Onboarding with Ramli JohnWhy is it so critical to be aware of customers’ Jobs to Be Done, especially when you work on their onboarding? In this episode, we chat with Ramli John, founder of Growth Marketing Today, fellow podcaster and consultant. You’ll hear about Ramli’s EURECA user onboarding framework, as well as his insights on segmentation, minimizing friction, success metrics, analytics tools, and more. Visit our website for the detailed episode recap with key learnings.Show notesgrowthtoday.fm — Ramli’s podcastWhen Coffee and Kale Compete — a famous book on JTBD by Alan KlementThe Stewart Butterfield in...2020-11-0242 minBetter Done Than PerfectValue Paths & Fireballs with Samuel HulickWhen it comes to user onboarding, one of the first names that pop to mind is Samuel Hulick, an accomplished UX consultant, founder of User Onboard, and author of The Elements of User Onboarding. In this episode, you’ll learn Samuel’s take on exactly that — the “ideal” user onboarding experience, as well as his Mario-fireball concept, Value Paths, success metrics, Jobs to Be Done, segmentation, and his invaluable advice for SaaS founders.Visit our website for the detailed episode recap with key learnings.Show notesUseronboard.com — Samuel’s user onboarding resource websiteThe Elements of Us...2020-10-2839 min
A Sherpa's Guide to InnovationE79: Jim Kalbach - The Jobs To Be Done PlaybookBen & Jay talk to Jim Kalbach, Head of Customer Experience at MURAL and author of The Jobs To Be Done Playbook, Mapping Experiences, and Designing Web Navigation. Jim shares his perspective on Jobs To Be Done as a mindset, how an organization can start using it, and how it can influence various aspects of the organization. Since the episode was recorded, Jim has also launched a new Jobs To Be Done learning platform, JTBD Toolkit. Jim also has a web site, Experiencing Information, where you can learn more about him and book office hours. Stick around after the discussion for...2020-10-1437 min
AI and Humans: Invincible InnovationJobs To Be Done- A Key to Innovation // Jim KalbachAdi Mazor Kario will interview Jim Kalbach about his latest book, The Jobs To Be Done Playbook, and how this method could help companies innovate better and faster.
Jim Kalbach is a noted author, speaker, and instructor in user experience design, information architecture, and strategy. He is currently Head of Customer Experience at MURAL, the leading online whiteboard.
More about the Jobs To Be Done Playbook: https://rosenfeldmedia.com/books/jobs-to-be-done-book/
Details about Jim's workshop: https://rosenfeldmedia.com/public-ux-workshops/practical-jobs-to-be-done-a-way-of-seeing/
I'm Adi Mazor Kario, #1 Innovation & Value Creation Expert, Invincible Innovation. I'd love...2020-09-1542 minUI Breakfast: UI/UX Design and Product StrategyEpisode 181: Jobs to Be Done with Jim KalbachHow can businesses apply the Jobs to Be Done method to grasp and successfully fulfill customer needs? Our guest today is Jim Kalbach, author of The Jobs To Be Done Playbook and Head of Customer Experience at MURAL. You’ll learn about the human-centered approach to products and marketing, interview methods, job maps, and Jim’s definition of customer success.Podcast feed: subscribe to https://feeds.simplecast.com/4MvgQ73R in your favorite podcast app, and follow us on iTunes, Stitcher, or Google Play Music.Show NotesThe Jobs To Be Done Playbook — Jim’s book...2020-07-3136 min
Power of Ten with Andy PolaineJim Kalbach - Jobs To Be DoneIn the Power of Ten podcast, Andy Polaine talks to guests from a broad range of disciplines about the intersection of design, technology, psychology, organisations, culture and society. The show looks at how design operates at many levels and in many forms, from thoughtful detail through organisational transformation to the changes in society and the world.
My guest in this episode is Jim Kalbach, an author, speaker, and instructor in design, customer experience, and strategy. Jim has worked with many large companies and is currently Head of Customer Experience at MURAL, the leading online whiteboard. He is the...2020-07-2544 minPower of Ten with Andy PolaineA New Home for Power of TenWelcome to the new season and feed for Power of Ten, a podcast about how design operates at many levels and in many forms, from thoughtful detail through organisational transformation to the changes in society and the world.
In upcoming episodes, I'll be talking about culture, airports and toilets with Design Anthropologist and Researcher, Chris Hayward, Jobs to Be Done and remote work with Mural's Jim Kalbach, Designing Conversations with Daniel Stillman, Radical Alignment with Bob Gower and Alex Jamieson, Architecture and artificial intelligence with Molly Wright Steenson, and journeys into Design Leadership with Ryan Rumsay.
...2020-07-2501 min
Helping Sells Radio177 Jim Kalbach Jobs-To-Be-Done is About Going Beyond the ProductMaybe it’s not the only way to look at the jobs-to-be-done framework, but it might be the most clarifying way. Jim Kalbach, author of "The Jobs To Be Done Playbook: Align Your Markets, Organization, and Strategy Around Customer Needs” suggests you look at it this way…when studying a customer’s job, ask yourself, “How would this job get done 50 years ago?” The point of this question is the remove the notion that current technology and knowledge does not exist and helps the product manager think about the job without the constraints of modernity. It helps the product look at the essenc...2020-04-0435 min
d.MBA43- Focus on customer goals, not your productIn many companies, designers do not prepare the product roadmap. We are handed a feature list and expected to just do it. But we’ve all been in situations where we felt that what we are working on just isn’t right. But how do you push back? How do you correctly recognize what to create? Does a hobby runner want a better running shoe? Or do they just want to be faster? Or to lose some weight? If we understand what people really want, we can work on the right solution. A great framework that...2020-01-1445 min
the human enterpriseJim Kalbach: the experience designedJim Kalbach (@jimkalbach) is one of the co-creators of Customer Experience (CX) and Journey Mapping. He's author of "Mapping Experiences" and current head of CX at the incredible online collaborative platform Mural. In this Episode we talking about why visualization is an important strategic and tactical tool, and how the companies with the best customer experiences use it to define their brand and delight their customers.2019-07-1238 min
Aurelius PodcastEpisode 28 with Jim Kalbach on Experience Mapping and Design in BusinessEpisode 28 highlights with Jim Kalbach:
- What is the difference between user experience, customer experience and marketing
- Jim’s background in UX design and how that helped him transition to his role now in customer experience and product education
- Remembering that the “grass is never greener” and no organization is perfect in order to have a longer term impact where you work
- What is the true secret to becoming a kick ass design leader
- The long term effects of even the smallest UX and user research decisions
- Experience mapping principles and tips from Jim’s book
- B...2018-08-2749 min
Strikedeck Radio: Customer Success LiveEp 20 - Jim Kalbach, Head of Customer Success at MURALJim Kalbach, the Head of Customer Success at MURAL, and the author of Mapping Experiences, a book about how visual diagrams and blueprints can help companies optimize their customer experience, joins Kristen to discuss how MURAL maps their customer journey. Jim also shares his advice for companies that want to adopt visual approaches for their processes and customer experiences! There's lots to adopt from this one!2018-01-1035 min
Crack the Customer Codecustomer, experience, sales, conversions, business, success, leadership, journey, mappingJeannie exposes unexpected gaps in CX created by transition processes and procedures within the customer journey. Are you creating unnecessary gaps in CX? Who has not had a great experience do a complete 180 somewhere along the way? This often happens during transitions in the customer journey. In fact, experience gaps in these transitions are often invisible from within the organization. Do you know where they are? A great overall experience means not only delivering excellence during every phase in the customer journey, but also zeroing in on the transitions. But don’t make th...2017-11-0206 min
Rosenfeld Review PodcastUsing UX Mapping to Change Lives: A Talk with Jim KalbachCan UX mapping transform someone’s life? Jim Kalbach, Head of Customer Success at Mural and author of “Mapping Experiences,” pondered this question when a global counter-terrorism organization approached him to facilitate a workshop in Abu Dhabi. The users were former violent extremists turned activists against terrorism. Jim chats with Lou about how this mapping experiences translates to social impact.
Read Jim’s work on his blog: https://experiencinginformation.com/
Follow Jim Kalbach on Twitter: https://twitter.com/JimKalbach
Follow Rosenfeld Media: https://twitter.com/rosenfeldmedia2017-07-0721 min
The UIE PodcastGetting a Clue: Journey Mapping and the Rashomon EffectWe often talk in terms of silos in organizations, where information isn’t readily shared and communication leaves something to be desired. Another way to think of a team who is heads-down working on the overall journey is to imagine swim lanes. Each department is so focused on their own part of the experience that they might not be fully aware of each step a user has to go through to complete the journey.
In this episode, Conor Ward, Head of UX and Design at Centrica & British Gas, tells a story of how mapping out the journey to acquiring a...2017-06-2319 min
Crack the Customer Code241: (Tip) Understanding Customer TouchpointsJeannie shares tips for understanding customer touchpoints from the customer’s perspective and taking action. Understanding customer touchpoints for what they really are is essential to mapping and evaluating the true customer experience. But common definitions don’t give us an understanding we can act on, and there’s a lot of bad information out there! A watered-down customer touchpoint definition may fit nicely on a page for the general public, but it won’t help you understand what’s really happening with your customers. "Put yourself in the customer’s shoes as much as you...2017-06-1907 min
Crack the Customer Code235: Customer Experience Touchpoint TipsWhat is a customer experience touchpoint? Jeannie shatters common myths and shares tips for a more customer-centric and actionable approach. How does a CX pro define "customer experience touchpoint?" Customer touchpoints make up your customer’s journey, but many business leaders don’t truly understand what this means. They are often not understood from the customer’s perspective, and the popular beliefs about how to identify them lure us into a narrow view of the customer experience. Don’t be deceived by the way-too-simple customer touchpoint definition you find in google search, of fall into...2017-06-0505 min
Crack the Customer Code201: (Tip) User Experience vs. Customer ExperienceJeannie shares tips and distinctions for delivering an excellent overall customer experience to those who your digital products and services. User experience vs, customer experience: Is there a difference? Your rock star dev team has created an excellent user experience, so why are customers still dropping out on you? If the product or service you offer is digital, you might say “all our customers are users,” so it’s easy to fall into the trap of thinking user experience covers it all. But while they can be similar, there are some critical distin...2017-03-1605 min
Commanding BusinessEP050: Jim Kalbach on Designing Web Navigation and Mapping ExperiencesJim Kalbach is a noted author, speaker, and instructor in user experience design, information architecture, and strategy. He is currently the Head of Consulting and Education with MURAL, a leading online whiteboard for digital collaboration. Previously, Jim has worked with large companies, such as Audi, SONY, Elsevier Science, Lexis Nexis, Citrix, and eBay, among others. Jim Kalbach authored #1 Amazon Business Development Bestseller, Mapping Experiences: A Guide to Creating Value Through Journeys, Blueprints, and Diagrams. Key Takeaways: [1:05] Jim Kalbach never worried about what title was on his business card. His focus is on facilitating bi...2016-11-0936 min
Crack the Customer Code163: When to Update Customer Journey MapsToday we’re sharing tips and best practices for keeping customer journey maps current and making them more useful. Just when you think your customer journey map is finished… Changes are happening in your organization, your products, or your customer’s expectations while you work on your customer journey map. Essentially, it's always out of date! A real, working customer journey map is never “finished.” So, when and how often should you update yours? This can depend on the size and structure of your organization, what you’re using it for, and if you’re even u...2016-10-2712 min
O'Reilly RadarJim Kalbach on Mapping ExperiencesIn this week’s Design Podcast, I sit down with Jim Kalbach, designer, instructor, and author of Mapping Experiences. We talk about the relationship between design and design thinking, how to get started with mapping experiences, and the notion of shared value as a strategic competitive advantage.2016-07-2128 min
O'Reilly Design Podcast - O'Reilly Media PodcastJim Kalbach on mapping experiencesThe O’Reilly Design Podcast: Collective alignment, shared value, and design thinking.In this week’s Design Podcast, I sit down with Jim Kalbach, designer, instructor, and author of Mapping Experiences. We talk about the relationship between design and design thinking, how to get started with mapping experiences, and the notion of shared value as a strategic competitive advantage.Here are a few highlights from our conversation:
Mapping experiences: The great aligner
The strategic function of the activity of mapping experience that I focus on in my book, is about helping orga...2016-07-2128 min
Crack the Customer Code120: Jim Kalbach, Experience Mapping ExpertExperience mapping expert and author Jim Kalbach shares little-known but powerful secrets to leading and executing a successful mapping project. The holistic approach to experience mapping Thinking of creating a customer journey map, process diagram or strategy map for your organization? These can be invaluable tools for growing your business and improving your customer experience. So how can you create useful maps and visualizations that actually help you understand and optimize your processes and strategies? In this in-depth interview, Jim Kalbach outlines the key benefits of creating visuals versus lengthy reports...2016-05-2621 min
Rosenfeld Review PodcastStitching it Together: Mariano Suarez-Battan and Jim Kalbach of Mural.ly talk to LouLou talks to Mariano Suarez-Battan and Jim Kalbach of Mural.ly to discuss the state of User Experience Design, working solutions for distributed teams, and how design leaders can start putting together optimal solutions one piece at a time.
Look for Mural.ly to make an appearance at EnterpriseUX in San Antonio, June 8-10.
www.enterpriseux.net2016-04-0424 min
UX Podcast#113 Interacting with Jim Kalbach, Vanessa Kirby, Craig Sullivan & Sofia HussainThe second of our two shows featuring interviews from Interact London 2015. We talk to Jim Kalbach, Vanessa Kirby, Craig Sullivan and Sofia Hussain.2015-11-1300 min