Design for the Job Employees Hire the Process To Do
Translate employee complaints into functional, social, and emotional Jobs to Be Done before proposing solutions.
Reframe: employees do not hire a process because it exists; they hire it to make progress. Look for circumstances, not segments A persona like mid-career manager is too broad to explain behavior. JTBD asks what changed: a new manager joined, a parent became ill, a promotion cycle opened, a team reorg created uncertainty. Circumstances create demand. If you understand the demand, you can design the support around the moment it is needed. Split the job into three layers Functional progress is the task: compare options, submit a request, prepare a conversation. Social progress is how the employee wants to be…
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