Jobs to be done framework
Before Becoming A Student
Search [Existing - but not functional] Home Page - by showing popular courses / top courses [Existing — needs to be improved] Expressing Interest / Need Further Info Need more Info call? / Guidance Download syllabus / brochure PDF (common expectation before applying) Check eligibility criteria / FAQs (self-serve before applying) See course testimonials / success stories (social proof) User: Suzanne / Sales Team
lead from website gets directly integrated with Zoho Email Triggered on Lead Creation Email Triggered for Suzanne / Dr J on Lead Status Change Weekly Report: TOTF (Cold vs Warm), MOTF, BOTF - from Zoho Course Purchasing Journey Type A: Direct Buy (short courses, weekend courses, webinars etc) Type B: Long Courses - Process Approval Approval Funnel (in case of Type B) — reduce the number of steps/friction for users to manage the Funnel. Payment Gateway: customer should be able to purchase directly for Type A Option of EMI / Partial Payments For Type B: customer should be able to sign the document for compliance and pay online using payment gateway with option of EMI/partial payments
User: End Consumer
During Course
Attend Zoom orientation session Log into LMS and access learning material Join live sessions and submit assignments Track personal progress and milestones Reach out to support if any issues arise Participate in peer learning or community discussions if offered Post-Course
Download and retain course certificate Share feedback or testimonials Explore advanced or related courses for continued learning
User: Internal Customer / Kathy / Student Support
Before Batch Launch
Define program dates, instructors, and structure for the new batch Update course details on the website (pricing, duration, syllabus) Create the course and group in TalentLMS Set up compliance documents (waivers, prerequisites) in Zoho Sign Prepare Zoom onboarding sessions and calendar invites Create automated workflows in Zoho CRM (lead to approval to onboarding) Create a batch-wise student tracker in Zoho CRM or an equivalent view During Student Onboarding
Review incoming applications against eligibility checklist Approve qualified students and send waiver and payment links Confirm waiver signing and update payment status Send LMS credentials and group code to students Add students to the TalentLMS batch Conduct Zoom orientation for the new batch Provide support for onboarding-related queries Ongoing During Course
Track attendance and assignment submissions Resolve issues related to login, content access, or scheduling Send periodic reminders for assessments and live sessions Reply to support questions in CRM Re-engage inactive students as needed Coordinate make-up classes or deferment requests Post-Course
Send feedback surveys and request testimonials Issue completion certificates Update CRM with student status and course completion Offer re-enrollment or suggest next-step programs
JTBD - User/ Internal Stakeholder