Jobs-to-be-Done Statement
The progress someone is trying to make
- PhaseFrame
- Group3 to 10 people
- Time30 minutes
- SettingRoom or remote
- ExecutivesYes
What it is
A jobs-to-be-done statement describes the progress a person is trying to make in a particular situation, without naming any product or technology. The format is: when [situation], I want to [motivation], so I can [outcome]. The approach is associated with the work of Clayton Christensen and Tony Ulwick.
When to use it
When people use workarounds, spreadsheets and side channels, and you need to see the job they are really trying to get done.
When to skip it
When the group has no direct evidence of what people do today.
How to run it
- 5 minPick one role and one situation from your interview notes.
- 10 minWrite the job in the frame. Draft several versions.
- 10 minAdd the pains that get in the way and the workarounds used today.
- 5 minChoose the version that most people recognise as true.
About 30 minutes of method time. Add ten to fifteen minutes to open and close the session.
What to watch for
Describing a feature as a job. A job has a situation and an outcome, not a tool.
The AI lens
Ask what job the person would hire an AI solution for, and what job they would never hand over. That boundary shapes the design.
What you leave with
A job statement in the person’s own terms, with workarounds and obstacles noted.
An example
'When a customer's card is declined abroad, I want to know within a minute whether to try again or call, so I can pay without being stranded.' The statement is about the job, so many different solutions, AI or not, can be compared against it.
How it compares
A Jobs-to-be-Done Statement names the job. A Problem Statement names the gap between what happens now and what the person needs.
Related methods
Questions
What is Jobs-to-be-Done Statement?
A jobs-to-be-done statement describes the progress a person is trying to make in a particular situation, without naming any product or technology. The format is: when [situation], I want to [motivation], so I can [outcome]. The approach is associated with the work of Clayton Christensen and Tony Ulwick.
When should I use Jobs-to-be-Done Statement?
When people use workarounds, spreadsheets and side channels, and you need to see the job they are really trying to get done.
How long does Jobs-to-be-Done Statement take and how many people do I need?
Jobs-to-be-Done Statement takes about 30 minutes and suits 3 to 10 people, plus a facilitator. Add ten to fifteen minutes to open and close the session.
How is Jobs-to-be-Done Statement different from other methods?
A Jobs-to-be-Done Statement names the job. A Problem Statement names the gap between what happens now and what the person needs.
Can I run Jobs-to-be-Done Statement remotely or with executives?
Yes. Jobs-to-be-Done Statement works in the room or remotely. Remotely, put the canvas on a shared board in advance and write silently in the board, not in chat. Executives: Yes, works with executives present.