Moving Your Project Forward: The Jobs-to-be-Done Framework

The Jobs-to-be-done (JTBD) framework can help uncover what patrons are trying to accomplish when using library services. A “job”, in this definition, is any task a person comes to complete by coming to the library or with the help of the library. Regardless of what aspect of services a project is designed to impact, JTBD offers a tool to identify and address unmet needs within current library.

In this session, the instructors will provide examples, best practices, and insights for creating a research-informed JTBD framework using interviews and observations while demonstrating how JTBD can support UX and service design in a library setting. After this session, participants will be able to apply theoretical knowledge and practical skills to create their own jobs-to-be-done approach with the ultimate outcome of improving the user experience of their unique libraries.

Registration for this event is also included in the User Experience for Libraries (UX4L) series.

Through participation in this session, users will gain:

  • An understanding of the history of the JTBD framework, situated within the wider landscape of UX and service design methods
  • The ability to identify specific user groups and library services that can be the subject of a JTDB study
  • The ability to create and implement practical applications of the JTDB framework for real-world library UX and service design

Joe J. Marquez was an academic librarian for 10 years at Reed College and Sonoma State University. He has presented and written on topics related to service design, UX tools, and library space assessment. While not currently a librarian, he remains active in the library community through teaching and outreach and never hesitates to evangelize about service design when asked. He is the co-author of the books Library Service Design: A LITA Guide to Holistic Assessment, Insight, and Improvement (2016) and Getting Started in Service Design (2017). ​He was awarded the first Future of Librarian Fellowship in 2017 from the ALA Center for the Future of Libraries and was named a 2018 Mover and Shaker by Library Journal. He has an MLIS from the University of Washington iSchool and an MBA from Portland State University.

Taylor Moorman works as an assistant professor and Instructional Technology Librarian at Montana State University. She uses her background in writing and literature instruction to create welcoming learning environments focused on teaching practical information literacy skills. Taylor focuses on hands-on instruction to empower learners to independently navigate and evaluate information. Her special interests lie at the crossroads of technology and engaged instruction, and she loves exploring how to enrich learning experiences through human-centered services. Taylor holds an MA in English from Montana State University and an MLIS from Valdosta State University.

Scott W. H. Young is an associate professor and User Experience & Assessment Librarian at Montana State University. As a researcher-practitioner, he develops theory and practice in the field of library assessment, weaving together user experience, service design, research methods, and professional ethics. He publishes and presents widely on library user experience and assessment. He’s been invited to present on participatory design to the University of Washington, the Orbis Cascade Alliance, the University of Massachusetts Amherst, and the Kentucky Library Association. He’s a past co-convener of the DLF Privacy and Ethics in Technology Working Group, and he hosted a National Forum on Web Privacy and Web Analytics with support from the IMLS. In 2019 he was named a Library Journal Mover & Shaker. He currently serves as editor-in-chief of Weave: Journal of Library User Experience. He holds an MA in Archives and Public History from New York University, an MS in Library and Information Science from Long Island University, and a PhD in Library and Information Science from Humboldt University of Berlin, with a dissertation that examines the ethical practice of library assessment.

This event will be hosted in Zoom. Automatic captions will be enabled for this event. This event will be recorded, and registrants will receive access to the recording within a day after the event ends.

If you have questions or requests regarding accessibility, contact us at or at 312-280-5100.