ENT 401 · Unit 2 of 6
Customer Segments and Jobs to Be Done
Customer Discovery and Opportunity Validation
Start unit · 4 lessons →Learning objectives
- Translate interview data into testable opportunity hypotheses
- Apply "Customer Segments and Jobs to Be Done" to a real venture decision
- Contribute to your Opportunity validation memo deliverable
Unit overview
| # | Lesson | Core idea |
|---|---|---|
| 1 | Understanding Customer Segments and Jobs to Be Done | Core frameworks for this unit |
| 2 | How Customer Segments and Jobs to Be Done Works in Practice | Core frameworks for this unit |
| 3 | Evaluating Trade-offs in Customer Segments and Jobs to Be Done | Core frameworks for this unit |
| 4 | Customer Segments and Jobs to Be Done: Case Analysis and Recommendations | Core frameworks for this unit |
Complete all four lessons, then finish unit assessments on this page.
Unit assessment
Complete each section below. Score 80%+ on the quiz to finish this unit's assessment.
Exercises
Apply what you learned in this unit with structured practice.
Deliverable
300–500 word analysis document saved to your portfolio under ENT 401.
Rubric
- • Framework applied correctly (not just named)
- • Specific evidence from a real example
- • Clear recommendation with tradeoffs acknowledged
- • Professional writing with source citation
Deliverable
Problem solutions + 150-word reflection in your ENT 401 workbook.
Rubric
- • Attempted all practice items before checking answers
- • Honest reflection on errors
- • Identifies a specific review action
Case analysis
Analyze a case using frameworks from this unit.
Deliverable
2-page case write-up in your portfolio.
Rubric
- • Case facts are accurate and sourced
- • Analysis uses unit frameworks explicitly
- • Recommendation is justified with tradeoffs
- • Risks are specific, not generic
Knowledge quiz
Check your understanding before marking the unit complete.
1. RelayOps beachhead is 80-200 technician residential-heavy HVAC/plumbing firms. Why is 'everyone with field technicians' a weak segment definition?
2. A RelayOps job story begins: 'When two senior techs call in sick by 9 a.m. on a heat-wave Monday, ops leaders need to reassign skill-matched crews...' Which JTBD element is most clearly specified?
3. RelayOps shadow at BluePeak Plumbing timed one rebalance at 625 seconds across CRM, map, and phone. What is the primary learning purpose of timed shadows?
4. RelayOps compares Segment A (80-200 residential-heavy) with Segment B (200-500 commercial-heavy). Segment B offers higher ACV but longer cycles. Which trade-off lens favors Segment A for the commit pilot?
5. Which screener question best sorts RelayOps Segment A from facilities maintenance firms with low same-day dispatch changes?
6. RelayOps writes an even-over statement: 'We will optimize rebalance loop time even over rich COO reporting dashboards in Q3 pilot.' What does even-over communicate?
7. A 350-technician commercial HVAC interview was booked without a screener. Which common mistake does this illustrate?
8. After 19 qualified Segment A interviews, RelayOps recalculated same-day rebalance top-three pain at 79%. Why recalculate with qualified denominators only?