Jobs To Be Done (JTBD) is a customer-research framework focused on the underlying job a customer hires a product to do, not demographics or features. The job covers the functional progress the customer is trying to make plus the emotional and social dimensions. The central thesis is that people don't buy products, they hire products to make progress in their lives. It was popularized by Harvard Business School professor Clayton Christensen in The Innovator's Solution (2003) and Competing Against Luck (2016), drawing on earlier work by Anthony Ulwick (Outcome-Driven Innovation, ODI).
The canonical illustration is the milkshake story from Christensen's research with a fast-food chain: the chain wanted to sell more milkshakes a...