Jobs to be done (based on revised use case breakdown)

[emeegoda]

Context: We re-reviewed the use cases and broke it down into the following:

• Folks are 50-59 years old who are broken into folks
  - who have an online account and so have therefore received an earnings record in the mail
  - whether they are WEP eligible or not
• Folks who have just retired (usually ages 60-62 years old) who:
  - may have an online account and so have received a mailer with their application confirmation
  - whether they are eligible for WEP or not
  - whether the calculation we output matches the mailer calculation or not.
  and folks who retired years ago).
• For folks who have been retired for years. Within this group, there are people who:
  - have knowingly not reported pensions or not
  - whether they are eligible for WEP or not
  - whether the calculation we output matches the mailer calculation or not.
  - may have an online account or not
  - whether they have received an overpayment payment notice

The "jobs to be done" are as follows:

• We address the immediate questions users will have based on the mailer they receive. If they receive an overpayment notice, they'll want an explanation for why. If they received their application confirmation or earnings record and noticed an error or something surprising, they will want reassurance that they can calculate their correct earnings and pension via this app.
• We need to make it easy for people to get their earnings record whether or not they have an existing online account
• We need to make it clear that WEP eligibility affects SSA calculations, benefits, and whether a user needs to repay a portion of their SSA. We are missing copy & logic that tells users whether they need to repay the SSA
• We need to reassure users who have knowingly not reported pensions and are worried they might have to repay with additional marketing materials and changing the copy to be more trusting and reassure that all information is confidential
• We need to clarify that this service can help pre-retirement users plan when to take retirement, help users who have just retired understand what their SSA benefits are, and help users who have been retired for multiple years understand whether and what they need to repay

This issue is written using concept of: https://jtbd.info/2-what-is-jobs-to-be-done-jtbd-796b82081cca
"Jobs to be Done is a theory of consumer action. It describes the mechanisms that cause a consumer to adopt an innovation."

[thadk]