Article

Designing Features Using Job Stories

Alan Klement / Intercom · Intercom Blog Free Intermediate

This is the bridge from a diagnosed problem to a concrete design change. The When / I want to / So I can format forces you to state the situation, motivation, and outcome, which pins down exactly what a fix must achieve. Use it to translate one clunky moment into a precise, testable change rather than a vague polish pass.

  • Frame the fix as a job story: situation, motivation, desired outcome
  • Focusing on the situation keeps you from guessing at solutions
  • A clear job story makes it obvious whether a change actually helped
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The question it answers

  1. How do I turn vague feedback like "the app feels clunky" into specific design changes I can actually make?

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