References: Jobs-to-Be-Done and Customer Journeys

1. Outcome-driven innovation - Wikipedia - Offers an accessible overview of Outcome-driven innovation, including definitions, methods, examples, limitations, and related concepts. This foundation helps students reason carefully about modeling customer progress, switching forces, journey stages, touchpoints, and friction.

2. Customer experience - Wikipedia - Offers an accessible overview of Customer experience, including definitions, methods, examples, limitations, and related concepts. Its examples help students evaluate evidence for modeling customer progress, switching forces, journey stages, touchpoints, and friction.

3. User journey - Wikipedia - Offers an accessible overview of User journey, including definitions, methods, examples, limitations, and related concepts. It supplies useful context for decisions about modeling customer progress, switching forces, journey stages, touchpoints, and friction.

4. Competing Against Luck - Clayton M. Christensen et al. - HarperBusiness - Explains Jobs-to-Be-Done theory through customer progress, circumstances, hiring decisions, competing solutions, and innovation examples. Its sustained treatment supports work on modeling customer progress, switching forces, journey stages, touchpoints, and friction.

5. Mapping Experiences - James Kalbach - O'Reilly Media - Shows how journey maps and related diagrams reveal interactions, needs, emotions, channels, opportunities, and organizational responsibility. Its cases illuminate tradeoffs involved in modeling customer progress, switching forces, journey stages, touchpoints, and friction.

6. Customer Journey Map: Definition and Process - Interaction Design Foundation - Introduces journey-map components, scenarios, stages, touchpoints, emotions, pain points, opportunities, and the need for continuing customer research. Its methods give teams a starting point for modeling customer progress, switching forces, journey stages, touchpoints, and friction.

7. What Are Customer Touchpoints? - Interaction Design Foundation - Shows how individual brand interactions combine into customer experience and how teams can inventory and evaluate touchpoints across a journey. Its comparisons clarify choices involved in modeling customer progress, switching forces, journey stages, touchpoints, and friction.

8. Journey Mapping 101 - Nielsen Norman Group - Defines journey-map anatomy and demonstrates how personas, scenarios, phases, actions, thoughts, emotions, opportunities, and ownership fit together. Its framework strengthens responsible work on modeling customer progress, switching forces, journey stages, touchpoints, and friction.

9. User Interviews: How, When, and Why to Conduct Them - Nielsen Norman Group - Covers interview planning, neutral facilitation, follow-up questions, limitations of self-report, and appropriate uses for attitudinal research. Its examples show how evidence informs modeling customer progress, switching forces, journey stages, touchpoints, and friction.

10. Get Started with Attribution - Google Analytics Help - Explains how attribution models assign credit across customer touchpoints and why model choice changes the interpretation of channel and campaign performance. Its implementation advice helps teams practice modeling customer progress, switching forces, journey stages, touchpoints, and friction.