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Bob Moesta is a co-creator of the famous “Jobs to Be Done” framework
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Unpacking Communication Layers
Bob Moesta introduces the concept of communication layers, starting with the 'pablum layer' where superficial exchanges occur, like asking about someone's day. He emphasizes the importance of digging deeper to understand the true meaning behind responses, moving through exaggerations to uncover the actual experiences. This segment highlights the need for investigative skills in user interviews to grasp the real motivations behind user behavior.
"so there's these I call the layers of language and the very first layer is called the pablum layer like how was your day I was good but nobody knows what that means and if you ask one further question..."