Intercom’s JTBD Template

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.