109. The Application Of Jobs To Be Done At LinkedIn: A Conversation with Craig Mackintosh

The Disruptive Voice

In this episode, Craig Mackintosh, Head of User Experience Research at LinkedIn, reflects on how the Jobs To Be Done framework has been used at the company to provide strategic focus. He joins David Duncan, co-author with Clayton Christensen on Competing Against Luck and author of The Secret Lives of Customers, to discuss how the team at LinkedIn has drawn on Jobs Theory to unlock innovation through a better understanding of the functional, social, and emotional Jobs had by its members and customers. In using the Jobs To Be Done framework, LinkedIn has been able to take steps towards the implementation of a common language across its many teams, has made more intentional choices around which Jobs they’re solving for and why, and has found increased success in both articulating LinkedIn’s value to its customers and in capturing opportunities for growth and innovation. Listen to learn more about the pilot studies that were undertaken; some of the Jobs that were uncovered in asking, “Why do people post on LinkedIn?”; how the team got buy-in from employees and incorporated Jobs into the company’s culture; and the challenges and opportunities that presented themselves along the way.