Turning Research into Strategy—Using Jobs-to-Be-Done
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.
Developed data-derived personas using K-means clustering of cross-product usage data
Used quantitative outcome scoring to identify poorly served but high-priority jobs
Conducted research to validate and optimize end-to-end user journeys
Aligned roadmap adjustments with JTBD insights to improve user satisfaction
What We Delivered
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
- Jobs-to-be-Done Implementation
- Data-Driven Persona Development
- Outcome Scoring & Prioritization
- User Journey Validation
- Research Practice Transformation
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