Jobs To Be Done

What it does

This skill applies the Jobs-to-be-Done (JTBD) framework to help product teams understand why customers choose specific solutions. It guides agents to uncover the underlying progress a customer is trying to make rather than just listing surface-level features or demographics.

When to use it

• Defining new product requirements by identifying the core functional and emotional benefits users seek.
• Reframing marketing messages to align with the specific "jobs" customers are hiring your product to do.
• Analyzing churn risks by understanding if a solution failed to help a user achieve their desired outcome.
• Conducting competitive analysis to see what jobs competitors are successfully fulfilling for your target audience.

Key capabilities

• Identifies functional, social, and emotional jobs customers need to accomplish.
• Distinguishes between the problem a customer has and the specific job they want solved.
• Structures insights around the context in which the job is attempted.
• Helps articulate value propositions based on outcomes rather than features.

Example prompts

• "Analyze our user interview transcripts using the Jobs-to-be-Done framework to list the top three jobs our customers are trying to accomplish."
• "Help me reframe our current feature set by identifying the specific 'jobs' each feature is meant to do for enterprise clients."
• "Generate a JTBD statement for a customer who wants to automate their weekly reporting process, including the context and desired outcome."

Tips & gotchas

Ensure you have access to qualitative data like user interviews or support tickets before running this skill; it relies on human insights rather than raw metrics. Focus on the context of the job (when and where it happens) as much as the task itself to get actionable product direction.