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Jim Kalbach is a noted author, speaker, and instructor in design, customer experience, and strategy. He is currently Head of Customer Experience at Mural, the online whiteboard company that enables teams to work in digital workspaces for visual collaboration. Mural is one of IDEO's former startups in residence.

Before joining Mural, Jim worked in various design-related consulting roles for large companies, such as eBay, Audi, SONY, Elsevier Science, LexisNexis, and Citrix. He has published two books: 'Designing Web Navigation' and 'Mapping Experiences', which focuses on the role of visualisations in strategy and innovation. Jim is actively teaching and putting in practice Jobs To Be Done (JTBD) framework as a way to deeply align design efforts to true customer needs. In his upcoming book 'The Jobs To Be Done Playbook’ he shows techniques to design solutions people want, as well as make people want those products and services.

He was the co-founder of the European Information Architecture conferences. He also founded the IA Konferenz, a leading UX design event in Germany. Jim holds a Bachelor’s Degree in Communication and Music (double major), a Master’s Degree in Music theory and composition and a Master of Library and Information Studies in Library and Information Science.

Event role
Masterclass leader


'Jobs to be done in practice: creating value strategically'

The concept of jobs to be done (JTBD) provides a lens through which we can understand value creation. The term was made popular by business leader Clayton Christensen in 'The Innovator’s Solution', the follow-up to his landmark book 'The Innovator’s Dilemma', and underlies his theory of disruption. Since then, companies have been using the JTBD as a strategic framework for innovation.

You’re probably familiar with the basic principle of JTBD: people ‘hire' products and services to accomplish an objective... more >

Friday, September 11, 14:00 - 16:30

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