JTB: Jobs-to-be-Done

Document Type

Code: JTB
Name: Jobs-to-be-Done
Domain: Customer & Value

Abstract

This specification defines the Jobs-to-be-Done document type within the BSpec 1.0 Universal Business Specification Standard. It establishes normative requirements, structured templates, and implementation guidance for organizations documenting jobs-to-be-done within the customer-value domain. This specification enables systematic, machine-readable documentation that supports strategic planning, operational execution, and organizational alignment.

Purpose and Scope

The Jobs-to-be-Done document defines the specific outcomes customers hire products or services to achieve. It captures the functional, emotional, and social jobs that drive customer behavior and innovation opportunities.

Document Metadata Schema

---
id: JTB-{job-identifier}
title: "Job-to-be-Done: [Job Description]"
type: JTB
status: Draft|Review|Accepted|Deprecated
version: 1.0.0
owner: Product-Strategy|Customer-Research
stakeholders: [product-team, design-team, marketing-team]
domain: customer
priority: critical
scope: global
horizon: medium
visibility: internal

depends_on: [PER-*]
enables: [USE-*, PRD-*, SVC-*]

success_criteria:
  - "Job is validated through customer research"
  - "Job drives product development priorities"
  - "Solution effectively serves the job"
  - "Job measurement shows progress"

assumptions:
  - "Job represents significant customer need"
  - "Customers actively seek solutions for this job"
  - "Job is underserved by existing solutions"

research_sources:
  - "Customer interviews focusing on job context"
  - "Observational research of job performance"
  - "Outcome-driven innovation research"

validation_method: "Jobs-to-be-Done interview methodology"
review_cycle: quarterly
---

Content Structure Template

# Job-to-be-Done: [Job Description]

## Overview
*Brief description of the job customers are trying to obtain done*

## Job Definition

### Job Statement
**Primary Job**: *"When I [situation], I want to [motivation], so I can [outcome]"*

**Job Categories**:
- **Functional Job**: The practical task being accomplished
- **Emotional Job**: The feeling the customer wants to achieve
- **Social Job**: How the customer wants to be perceived by others

### Job Scope
**Job Boundaries**
- What's included in this job
- What's excluded from this job
- Related but separate jobs
- Job hierarchy and relationships

**Job Universality**
- Who experiences this job
- Geographic variations
- Cultural differences
- Market segment variations

## Job Context

### Job Circumstances
**Situational Context**
- When this job arises
- Where it typically occurs
- Environmental factors
- Timing considerations

**Trigger Events**
- What causes the job to arise
- Frequency of occurrence
- Urgency levels
- Predictability patterns

### Job Constraints
**Time Constraints**
- Time availability for job performance
- Deadline pressures
- Sequence dependencies
- Scheduling limitations

**Resource Constraints**
- Budget limitations
- Tool availability
- Skill requirements
- Access restrictions

## Job Process

### Job Steps
**Core Job Process**
1. **[Step 1]**: [Description of what happens]
   - Input requirements
   - Activities performed
   - Decision points
   - Output generated

2. **[Step 2]**: [Description of what happens]
   - Input requirements
   - Activities performed
   - Decision points
   - Output generated

### Job Workflow
**Preparation Phase**
- Setup activities
- Resource gathering
- Stakeholder alignment
- Environment preparation

**Execution Phase**
- Core activities
- Decision making
- Problem solving
- Progress monitoring

**Completion Phase**
- Validation activities
- Communication of results
- Documentation
- Follow-up actions

## Desired Outcomes

### Primary Outcomes
**Functional Outcomes**
- Specific results achieved
- Performance metrics
- Quality standards
- Efficiency measures

**Emotional Outcomes**
- Feelings experienced
- Confidence levels
- Satisfaction measures
- Stress reduction

**Social Outcomes**
- Reputation effects
- Relationship impacts
- Status implications
- Recognition received

### Success Criteria
**Objective Measures**
- Quantifiable results
- Performance benchmarks
- Quality indicators
- Time-based measures

**Subjective Measures**
- Satisfaction levels
- Confidence feelings
- Pride in accomplishment
- Sense of control

## Current Solutions

### Existing Approaches
**Category 1: [Solution Type]**
- Description of approach
- How it addresses the job
- Strengths and limitations
- Usage patterns

**Category 2: [Solution Type]**
- Description of approach
- How it addresses the job
- Strengths and limitations
- Usage patterns

### Solution Evaluation
**Outcome Achievement**
- How well each solution delivers desired outcomes
- Gap analysis and unmet needs
- Customer satisfaction assessment
- Market adoption patterns

## Pain Points and Frustrations

### Job Performance Challenges
**Execution Difficulties**
- Process complexity
- Skill requirements
- Tool limitations
- Resource constraints

**Quality Issues**
- Accuracy problems
- Consistency challenges
- Reliability concerns
- Standard variations

### Emotional Frustrations
**Stress and Anxiety**
- Uncertainty about outcomes
- Performance pressure
- Risk concerns
- Complexity overwhelm

**Confidence Issues**
- Skill inadequacy feelings
- Decision uncertainty
- Result unpredictability
- Competence concerns

## Opportunity Analysis

### Underserved Outcomes
**Functional Gaps**
- Unaddressed outcomes
- Performance limitations
- Quality issues
- Efficiency opportunities

**Emotional Gaps**
- Confidence building
- Stress reduction
- Satisfaction enhancement
- Pride creation

### Market Opportunities
**Solution Innovation**
- New approach possibilities
- Technology enablement
- Process redesign
- Experience improvement

**Value Creation**
- Outcome enhancement
- Efficiency improvement
- Quality advancement
- Cost reduction

## Our Solution Fit

### Job Addressing Approach
**How We Serve the Job**
- Our solution's approach
- Job step coverage
- Outcome delivery
- Value proposition

**Competitive Advantages**
- Unique capabilities
- Superior outcomes
- Better experience
- Distinctive value

### Solution Performance
**Outcome Achievement**
- How well we deliver desired outcomes
- Customer success metrics
- Performance benchmarks
- Satisfaction levels

## Measurement Framework

### Job Success Metrics
**Outcome Metrics**
- Functional outcome measures
- Emotional outcome indicators
- Social outcome assessments
- Overall success rates

**Process Metrics**
- Job completion time
- Effort requirements
- Error rates
- Satisfaction scores

### Research Methods
**Customer Research**
- Jobs interview methodology
- Outcome-driven innovation surveys
- Observational research
- Usage analytics

**Validation Approaches**
- Customer success tracking
- Satisfaction measurement
- Behavioral analysis
- Competitive benchmarking

## Validation
*Evidence that job definition is accurate and our solution serves it effectively*

Quality Standards

Bronze Level (Minimum Viable)

• [ ] Job statement clearly defined with situation-motivation-outcome
• [ ] Job categories (functional, emotional, social) identified
• [ ] Basic job process and desired outcomes documented
• [ ] All required metadata fields completed

Silver Level (Investment Ready)

• [ ] Comprehensive job context and constraints analysis
• [ ] Detailed job process with steps and workflow
• [ ] Current solution evaluation and gap analysis
• [ ] Pain points and opportunity identification
• [ ] Our solution fit assessment
• [ ] Research validation with customer interviews

Gold Level (Operational Excellence)

• [ ] Dynamic job tracking with outcome measurement
• [ ] Advanced job analytics and pattern recognition
• [ ] Continuous job evolution monitoring
• [ ] Solution performance optimization based on job insights
• [ ] Cross-functional job utilization in development
• [ ] Competitive job analysis and positioning

Common Pitfalls

1. Solution confusion: Describing existing solutions rather than underlying jobs
2. Feature fixation: Focusing on product features rather than customer outcomes
3. Process obsession: Detailing how customers work rather than what they're trying to achieve
4. Single dimension: Ignoring emotional and social jobs in favor of functional jobs

Success Patterns

1. Outcome-focused: Clear articulation of what customers want to achieve
2. Context-rich: Deep understanding of when and why jobs arise
3. Research-validated: Based on direct customer research and observation
4. Innovation-driving: Insights that guide product development and improvement

Relationship Guidelines

Typical Dependencies

• PER (Personas): Customer personas provide context for job performers

Typical Enablements

• USE (Use Cases): Jobs inform specific usage scenarios
• PRD (Product Requirements): Jobs drive product feature priorities
• SVC (Service Design): Jobs guide service offering design

Document Relationships

This document type commonly relates to:

• Depends on: PER (Personas)
• Enables: USE (Use Cases), PRD (Product Requirements), SVC (Service Design)
• Informs: Product strategy, feature development, value proposition design
• Guides: Innovation priorities, user experience design, competitive positioning

Validation Checklist

• [ ] Job statement follows "When I... I want to... so I can..." format
• [ ] Functional, emotional, and social job dimensions documented
• [ ] Job context and trigger events clearly identified
• [ ] Job process steps and workflow mapped
• [ ] Desired outcomes and success criteria defined
• [ ] Current solutions evaluated for job performance
• [ ] Pain points and frustrations documented
• [ ] Opportunity analysis identifies innovation areas
• [ ] Our solution fit and competitive advantages assessed
• [ ] Measurement framework established with metrics
• [ ] Research validation confirms job accuracy
• [ ] Regular review process ensures job evolution tracking

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Related Documents

• Back to Document Types
• Domain: Customer & Value
• Full Specification