Step 2: Identify customers, users, and the decisions that matter

Most backlogs fail for one reason: They optimize for features instead of decisions.

Clarify the Layers

Customer
The economic buyer. They decide to fund or continue the product.

User
The person interacting with the product to complete work.

These are often not the same person.

When teams confuse them, they build for activity instead of value.

Focus on Decisions, Not Features

Users do not want “a dashboard.”
They want to decide:

• Is this safe to release?

• Should I prioritize this work?

• Is performance improving?

• Where is the risk?

Every backlog item should support a meaningful decision.

If it does not, question it.

Use the “Job to Be Done” Lens

A job is not a task.
It is progress someone is trying to make.

Structure:

When I am [situation], I want to [motivation], so I can [desired outcome].

Example:

When I am preparing for Sprint Planning, I want clarity on backlog readiness, so I can commit confidently.

Now your backlog has direction.

Exercise

1. List 2 primary user types

2. For each, define their top 3 jobs to be done

Example format:

User Type 1: Product Owner

• Prioritize backlog based on business impact

• Clarify acceptance criteria before refinement

• Communicate release impact to stakeholders

User Type 2: Developer

• Understand intent behind each story

• Identify edge cases early

• Estimate effort with minimal ambiguity

If your backlog does not clearly help these six jobs, it lacks purpose.

Precision at this step prevents waste later.