Turning Research into Strategy—Using Jobs-to-Be-Done
How we implemented Jobs-to-be-Done methodology to uncover user needs and transform roadmap investments, resulting in significant improvements in user experience and task completion.
The Challenge
The organization needed to shift focus from usability testing to generative research, educate cross-disciplinary teams on JTBD and outcome scoring, and drive buy-in from stakeholders resistant to change.
Our Approach
We implemented a comprehensive Jobs-to-be-Done methodology enhanced with data science to transform research practices and product strategy.
The Solution
We developed personas using K-means clustering of cross-product usage data, providing a clear, data-driven foundation for decision-making. We implemented quantitative outcome scoring to identify poorly served but high-priority jobs, enabling focused roadmap adjustments. We also conducted research to validate and optimize end-to-end user journeys, ensuring alignment with JTBD insights.
Results
The implementation resulted in a 22-point increase in System Usability Scale (from 62 to 84) and task completion rates rising from 38% to 95%. There was also a cultural shift in research practices, with a 150% increase in quarterly generative studies and 88% of researchers reporting a better balance of generative and evaluative work.
22
Point increase in usability score
95%
New task completion rate
150%
Increase in generative studies
Project Details
Industry
Cloud Computing
Company Size
Enterprise (10,000+ employees)
Location
Global operations
Services Provided
- Jobs-to-be-Done Implementation
- Data-Driven Persona Development
- Outcome Scoring & Prioritization
- User Journey Validation
- Research Practice Transformation
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