EMPLOYEE-EXPERIENCE-DESIGN5 MIN READ
Reframe a Policy Complaint as a Job
Use JTBD interview moves to uncover the progress behind a policy complaint.
Dev D Account manager C Circumstance A Anxiety J Job Policy heat 20 sec The complaint Dev's dinner expense was rejected after a tense client renewal meeting. The complaint is noisy, but the job may be useful. $186 rejected dinner 1 renewal at stake
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