Podcast
Des Traynor on Jobs-to-be-Done & Intercom
Des Traynor · Jobs-to-be-Done Radio Free Intermediate
Traynor explains how Intercom stopped sorting feedback by what was said and started sorting it by the job the customer was trying to get done. That reframe is exactly your fix, since the same job hides behind many differently worded requests. A good listen for why clustering by problem beats clustering by feature.
- Customers describe solutions, your job is to find the job behind them.
- Different requests often map to one underlying job.
- Understanding the job tells you which solution is yours to design.
