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.
Read by people at companies including

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

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

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

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

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

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

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.