Research - Issue tracking - Validating JTBD
What’s this issue all about?
As part of our effort to ensure we're focused on user-centric goals, we need to validate the Jobs to be Done for issue tracking as well as the believed performers for these jobs.
What hypotheses and/or assumptions do you have?
We believe the primary jobs associated with issue tracking within GitLab can be broken down to:
- Plan and collaborate on value delivery
- Make sure we're shipping the right things
What questions are you trying to answer?
Tell me about the last time you did your main job. How did you feel overall while getting your job done? What were you trying to accomplish? What tasks were involved? What problems were you trying to prevent or resolve? What helps you achieve your goals? What would the ideal service be to do your job for you? What else are you trying to get done?
Walk me through the stages of getting your job done. How do you get started? What is the previous step? What’s the next step? How do you continue after that? How do you make decisions along the way? How do you feel at each stage in the process? How do you know you are doing the job right? How do you wrap things up? What workarounds exist in your process? What do you dread doing? What do you avoid? Why? What could be easier? Why? Why do you avoid doing certain parts of the job? What’s the most annoying part? Why is that frustrating? How do you feel when the job is completed? In which situations do you act differently? What conditions influence your decisions? How do the environment and setting affect your attitude and feelings while getting the job done?
Ask the participant if they have anything they’d like to discuss with you about the scenario you gave them. This gives them the chance to share with you any thoughts or feelings about the process.
Resources
Additional questions
What persona, persona segment, or customer type experiences the problem most acutely?
Parker (as a Project Manager) Parker (as a Program Manager)
Steps
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Schedule participants -
Conduct 5 interviews -
Synthesize data (link any relevant deliverables from here) -
Iterate on discussion guide questions based on prior research -
Conduct 5 additional interviews -
Synthesize findings (issue here)