Intercom on jobs-to-be-done

Great products start with real problems

Intercom on jobs-to-be-done

Great products start with real problems

This book helps you look at the whole product picture from the point of view of your customers. For anybody looking for a powerful framework to guide your product building, this is it.

Co-founder rocket insights
Available in ePub, mobi, and PDF
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From the authors of Intercom on Product Management and Intercom on Customer Support.
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What’s inside

People buy products and services to get a “job” done. The key to success is understanding the real job customers are using your product for.

Drawing together the most valuable lessons we’ve learned thus far, Intercom on Jobs-to-be-Done offers tried and tested advice on how you should be thinking about business, growth and innovation.

What you’ll learn

  • How to get customers to switch to your product
  • Understanding your product’s real competitors, rather than category
  • Designing features using Jobs‑to‑be‑Done
  • How to interview customers and identify the job to be done

Behind the scenes

We made a big bet on Jobs-to-be-Done when we started Intercom in 2011. 5 years later, it still informs almost every part of the company.

Co-Founder and Chief Strategy Officer

Jobs-to-be-Done is the light that guides your product through the abyss. This book shows how you can apply it to any organization.
CEO, ReWired Group
This book brings Jobs-to-be-Done to life in a practical way. A must read for marketers and product owners.
Jobs-to-be-Done practitioner

About the authors

Des Traynor
@destraynor

Des Traynor is the Co-Founder and Chief Strategy Officer at Intercom. His role covers many areas including product strategy, content marketing, and customer support.

Paul Adams
@padday

Paul Adams is the VP Product at Intercom. Having coined the concept of job stories, he’s spent the past 3 years building Intercom’s product roadmap around Jobs‑to‑be‑Done.

Emma Meehan
@emjmeehan

Emma Meehan is a Senior Product Researcher at Intercom. As Intercom’s first researcher, she works horizontally across teams at Intercom, making sure each product continues to match a customer’s job.

Geoffrey Keating
@geoffreykeating

Geoffrey is a Content Marketing Manager at Intercom. In a past life, he worked as a UX designer for clients such as Vodafone and Zurich, and co-founded the design conference Rebase.

Guest contributors

Dan Ritzenthaler
@danritz

Dan Ritzenthaler is a product designer at Iora Health. He’s spent over a decade trying to get to the root cause of problems – designing for Hubspot, and writing for the likes of A List Apart.

Alan Klement
@alanklement

Alan Klement is a product designer and engineer who loves to create and grow products. He’s one of the leading writers on using job stories to build great product.