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Intercom’s JTBD Template

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

2. 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.

3. 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.

4. 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.

Frequently asked questions

What is a Notion template?
A Notion template is any publicly shared page in Notion that can be duplicated. They allow you to duplicate other workflows and systems that you want to use.
How to duplicate a template?
After your purchase, you will receive a template link. Open the link, then click on duplicate on the top right corner, then choose the workspace you'd like to duplicate into. If you're logged out or don't have a Notion account, you'll be prompted to sign in or create one first.
Do I need to pay for Notion to use a template?
No. You will just need a free account plan in Notion to use a template.
What is the "Job to be Done" section for?
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.
How should I phrase a "Job to be Done" story?
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.
What does “measuring success” mean in this template?
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).

Related Templates

Intercom’s JTBD Template

Intercom’s JTBD Template

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