FREE TEMPLATE

Intercom’s JTBD Template

A clear and concise guide that prioritizes solving the right problems.

Intercom's Job-To-Be-Done (JTBD) template helps teams define problems, articulate customer job stories, and outline measurable success criteria for focused product development.

GrowthX

GrowthX

This is built for

Product Managers

PMs seeking a structured way to define user problems, frame job stories, and align development efforts with customer needs.

Design Teams

Designers using JTBD to gain deep empathy for user motivations and design solutions that effectively address core jobs.

Cross-functional Teams

Groups needing a shared framework to understand customer context, prioritize features, and measure the impact of their solutions.

What is Intercom’s JTBD Template?

The Intercom JTBD (Jobs to be Done) template is designed to help teams clearly define the problem they are solving, articulate the job stories from the customer’s perspective, and outline measurable success criteria. This structured approach ensures that the team focuses on delivering value to customers by addressing their key needs and frustrations.

How Does Intercom’s JTBD Template Help?

  1. Define the problem clearly
This section prompts teams to dig deep into the core problem or speculative opportunity, ensuring all facets of the problem and its impact on the customer are well understood.
  1. Establish customer-centric job stories
By describing job stories in the form of "When ____, I want to ____, so I can ____", the template aligns the team on what customers truly need and what solutions will provide the most value.
  1. Focus on measurable outcomes
This section helps teams set both qualitative and quantitative measures to track whether the problem has been successfully solved, providing clarity on what success looks like.
  1. Set clear scope and timelines
The template outlines what’s in and out of scope and sets deadlines for shipping the solution to beta, helping teams stay organised and focused.

How to Use This Template in Your Workflow

Step 1: Identify the problem Use the first section to describe the problem you’re solving, including any relevant research or customer conversations that justify why the problem needs attention. Step 2: Craft the job story Fill out the "Job to be done" section by using the structured format. This should focus on the customer’s experience and what they aim to achieve. Step 3: Define success metrics Add qualitative and quantitative metrics in the “How will we measure success?” section, making sure the team agrees on what success means. Step 4: Scope and timeline In the “Scope” section, clearly outline what’s included in the project, what’s not, and the timeline for releasing the beta version of the solution.

Intercom’s JTBD Template

A clear and concise guide that prioritizes solving the right problems.

Download Intercom’s JTBD Template

  • Define customer problems clearly now.
  • Craft effective user job stories.
  • Focus on measurable success outcomes.
  • Set clear project scope easily.
  • Align team on user needs.

Frequently Asked Questions

The "Job to be Done" section explains what customers want to achieve in specific situations. It helps clarify how your product will enable users to solve their problems effectively.
Use the structure: "When [situation], I want to [action], so I can [outcome]." This format shows the customer’s need, their action, and the expected result.
This refers to defining how you’ll track whether the problem has been solved. Success metrics can be qualitative (customer feedback) or quantitative (data like increased usage or reduced complaints).

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