Work Charts Matrix

Create a matrix of most your important Jobs to Be Done and their Production Routes.

Develop Agent and Instrument Diagrams to map which Mindset, Toolkit and Know-How is needed to deliver expected outcomes then improve the process.

The Shift

Prediction: Work Charts will eat Org Charts and Politics along the way.

Org Chart	Work Chart
Who reports to whom?	What work needs doing?
Where do you sit?	What can you do?
Career = climbing boxes	Career = expanding capabilities
Fixed roles	Fluid activities

Preparation

You know you are in a position to experiment with AI Automation when:

• Your docs point to the next right action without requiring interpretation.
• Required tools, access, and environment setup are automated or at least fully scripted.
• Roles, responsibilities, and checkpoints are explicit, so the person knows what “done” looks like.
• Feedback loops exist, so gaps in the happy path get fixed and don’t keep repeating.

Core JTBD Matrix

What capabilities do you need per JTBD Workflow? What outcomes define success? How do you validate that outcomes are aligned with good intentions?

Domain	Process	Workflow / Activity	Human Role (today)	AI Role (today)	AI %	Workflow Spec	Artifacts
Strategy	Vision & Positioning	Define company vision & narrative	Founders set direction, story, constraints	Generate options, synthesize market insights	25%	strategy-principles
Strategy	Strategic Planning	Annual/quarterly planning	Set priorities, trade-offs, resourcing	Scenario modeling, forecasting, risk simulation	40%	planning-protocols
Strategy	Pricing	Design & update pricing models	Choose value metric, guardrails, exceptions	Elasticity modeling, competitor & cohort analysis	60%	business/growth/pricing
Strategy	OKR / KPI Design	Define metrics & targets	Decide what matters, acceptable risk	Suggest metric trees, simulate targets	50%	performance-metrics-standards
Marketing	ICP & Segmentation	Define ICP, personas, segments	Validate insights, pick focus	Aggregate data, cluster, draft personas	50%	marketing-protocols
Marketing	Content Strategy	Plan content calendar & pillars	Choose themes, angles, quality bar	Propose calendars, topic clustering	60%	marketing-content-strategy
Marketing	Content Production	Long-form articles & pages	Set brief, edit, final voice & claims	Drafts, rewrites, SEO suggestions	80%	marketing-article-copywriting
Marketing	Campaign Management	Design & launch campaigns	Approve offers, creative direction	Variant generation, audience selection	65%	marketing-campaign-workflow
Marketing	Email & Nurture	Build nurture sequences	Define journey logic, compliance	Draft emails, subject lines, timing suggestions	75%	marketing-lifecycle-email
Marketing	Analytics & Reporting	Review performance, insights	Decide narrative, next bets	Auto-dashboards, anomaly detection	70%	marketing-performance
Sales	Lead Qualification	Score & prioritize inbound leads	Final judgment on fit, edge cases	Scoring, enrichment, routing	80%	sales-lead-qualification
Sales	Outbound Prospecting	Research and list building	Approve target profiles, sequences	Prospect list gen, personalization suggestions	85%	sales-prospecting-workflow
Sales	Discovery Calls	Run live discovery	Build trust, read nuance, adapt in real time	Live assist, note-taking, suggested questions	30%	sales-discovery-playbook
Sales	Proposal & Quote	Draft proposals and offers	Structure deal, terms, negotiation strategy	Draft docs, pricing scenarios, comparisons	70%	sales-proposal-workflow
Sales	Pipeline Management	Update CRM & forecasts	Override forecasts, deal risk judgment	Auto-updates, forecast models	65%	sales-pipeline-operations
Customer Journey	Onboarding	New customer onboarding	Relationship, expectation setting, exceptions	Checklists, comms drafts, environment setup	60%	customer-onboarding-workflow
Customer Journey	Support (Tier 1)	Handle common support tickets	Handle escalations, policy calls	Triage, auto-replies, knowledge surfacing	85%	support-tier1-automation
Customer Journey	Success / QBRs	QBRs & health reviews	Strategy, upsell, relationship	Data prep, decks, risk signals	50%	customer-success-playbook
Customer Journey	Feedback Collection	Surveys, NPS, interviews	Question design, interpretation	Survey flows, clustering, sentiment analysis	70%	customer-feedback-process
Product	Product Discovery	Problem discovery & validation	Run interviews, sense-making, vision	User research synthesis, pattern detection	50%	product-discovery-workflow
Product	Roadmapping	Prioritize roadmap	Trade-offs, bet sizing	Impact/effort modeling, dependency mapping	45%	product-roadmap-process
Product	Spec Writing	Write PRDs / specs	Decide scope, constraints, acceptance	Draft specs from patterns & conversations	70%	product-specification-workflow
Product	UX & Interaction Design	Design flows and interfaces	Taste, usability judgment	Variant generation, heuristic checks	60%	design-system-workflow
Product	Analytics & Experimentation	Define & run experiments	Hypotheses, ethical constraints	Experiment design suggestions, analysis	65%	product-experimentation
Engineering	Architecture & Design	System architecture decisions	First principles, risk, trade-offs	Generate options, model performance	40%	platform-architecture-standards
Engineering	Implementation	Write & review application code	Complex logic, integration, final review	Code generation, tests, refactors	75%	engineering-development-workflow
Engineering	DevOps & Infra	CI/CD, infra changes	Guardrails, incident response decisions	IaC suggestions, config generation, monitoring	65%	platform-operations
Engineering	QA & Testing	Define test strategy, edge cases	Risk-based test design	Test gen, execution, regression detection	80%	quality-assurance-process
Engineering	Incident Management	Triage & resolve incidents	Command, communication, trade-offs	Detection, runbooks, suggested actions	50%	incident-response-playbook
Operations	Process Design	Design & document workflows	Decide owners, SLAs, exceptions	Draft workflows, map tools & data	60%	process-optimisation
Operations	Vendor Management	Select & manage vendors	Relationship, negotiation, risk	Shortlisting, scorecards, monitoring	50%	vendor-management-workflow
Operations	Inventory / Fulfillment	Plan and track inventory & fulfillment	Edge-case decisions, supplier relationships	Forecasting, routing, re-order suggestions	70%	supply-operations
Operations	Facilities / IT Support	Internal IT / office ops	Escalations, exceptions	Self-service flows, triage, automation	75%	it-operations
HR	Workforce Planning	Headcount & role planning	Culture fit, strategic bets	Scenario modeling, comp benchmarks	50%	human-resources-planning
HR	Talent Acquisition	Sourcing & screening	Final judgment, interviews	Screening, outreach, CV ranking	70%	human-resources-recruitment
HR	Onboarding (People)	New hire onboarding	Relationship, cultural imprint	Schedules, docs, checklists	65%	human-resources-onboarding
HR	Performance Management	Reviews, feedback, progression	Judgment, difficult conversations	Draft reviews, 360 synthesis, pattern spotting	55%	performance-management-process
HR	Learning & Development	L&D programs	Strategy, curation, coaching	Personalized learning paths, content curation	70%	learning-development-workflow
Legal	Contract Drafting	Draft & review standard contracts	Edge cases, negotiation, risk appetite	Template gen, clause suggestions, comparisons	75%	legal-contracting-process
Legal	Compliance Monitoring	Monitor regulatory compliance	Interpret gray zones, escalation	Rule mapping, monitoring, alerting	70%	legal-compliance-operations
Legal	Policy Management	Draft internal policies	Value & culture alignment	Drafting from standards & laws	65%	legal-policy-workflow
Finance	Bookkeeping	Record transactions	Exceptions, reconciliations	Auto-categorization, reconciliation suggestions	85%	accounting-process
Finance	Management Reporting	Monthly/quarterly reporting	Narrative, decision recommendations	Close automation, dashboards, variance analysis	70%	finance-reporting-workflow
Finance	Budgeting & Forecasting	Budgets and cashflow forecasts	Strategic constraints, risk tolerance	Forecast models, scenario generation	65%	budgeting-forecasting-process
Finance	Billing & Collections	Invoicing, collections	Edge cases, relationship-sensitive collections	Invoice gen, reminders, payment plans	80%	billing-collections-workflow
Governance	Risk Management	Identify & manage key risks	Risk appetite, trade-offs	Risk registers, scenario analysis	50%	risk-management-standards
Governance	Board / Investor Updates	Board packs, investor comms	Narrative, commitments	Draft decks, metrics, scenario visualizations	60%	investor-relations-workflow

HiTL Capabilities

What does the "Human Role" column actually demand? Eight patterns of human work survive AI. Each maps to specific capabilities from the scorecard.

HiTL Pattern	Where It Appears	Capabilities Required	T-Bar	AI Can't Because
Set direction	Strategy, Product Discovery	Planning, Storytelling, First Principles, Taste	V+H	Direction requires conviction, not computation
Make trade-offs	Strategy, Engineering Architecture, Governance	Systems Thinking, Critical Thinking, Planning, Investing	V	Trade-offs require values, not optimization
Build trust	Sales Discovery, Customer Success, Onboarding	Empathy, Listening, Selling, Presenting	H	Trust transfers between consciousness, not interfaces
Judge quality	Marketing, Product Design, QA	Taste, Critical Thinking, Pattern Recognition	V	"Good enough" vs "good" requires lived context
Handle exceptions	Legal, Finance, Support Escalation	Critical Thinking, First Principles, Focus	V	Edge cases require judgment outside training data
Create meaning	Content, Campaign, UX Design	Creativity, Taste, Writing, Visualisation	V+H	Meaning requires someone who has experienced it
Negotiate terms	Sales Proposals, Vendor Mgt, Contracts	Negotiation, Selling, Planning	H	Negotiation requires reading what isn't said
Orchestrate agents	Engineering, Operations, Incident Response	Orchestration, Systems Thinking, Questioning	H+V	Knowing when to think vs delegate

As AI % rises, human work compresses from doing to directing, judging, trusting, and handling what breaks. Rows below 40% AI are human-led (direction, trust, trade-offs). Rows above 70% are AI-led with human exception handling. The middle band (40-70%) is where orchestration capability determines who leads.

The T-shaped professional survives this compression. Vertical depth keeps you irreplaceable in judgment rows. Horizontal range keeps you relevant across trust and distribution rows. Without both, you either get automated (all V, narrow domain) or commoditized (all H, no depth).

Validate Virtuous Feedback

Which VVFL station is human, which is AI, which is automated.

Station	Owner	Work Type	Instrument
Capture	Human	Observe pain, write questions	Tight Five protocol
Priorities	Human + AI	Score PRDs, order build queue	5P scoring algorithm
Attention	AI agent	Generate code, run tests	Engineering agent + CI
Value	AI agent	Intent specs, E2E tests	Playwright + Zod contracts
Systems	AI + Human	Wire commissioning gauge	Commissioning API
Standards	Human	Independent walkthrough	Browser MCP + evidence capture
Distribute	AI + Human	Deploy, measure usage	PostHog, Vercel
Reflect	AI	Error tracking, gap analysis	Sentry, commissioning data
Evolve	Human	Update templates, improve process	Receipt patterns, legacy rule

Rate of Adoption

Standards and Signals: We need an open matrix of the transformation of work as Phygital Beings take control of the underlying feedback loops that society operates on.

• What does the future of meaningful endeavour look like?
• How will AI incentivize changes in human behaviour?
• Signals and Signs, what can we do to ensure the AI's Ledger is compatible with our better nature?

Context

• The What-Next Algorithm — Why every work chart is a routing algorithm, and what determines whether the delegation compounds or extracts
• Essential Algorithm — The JTBD matrix is a routing table: INTENT (outcome wanted) → ROUTE (human or AI) → INFRASTRUCTURE (platform + tools) → SETTLE (commissioning level) → FEEDBACK (receipt)
• Routes — AI % determines whether the fork is automatic (high %) or requires human judgment at the decision point; the improved template is the Bridge
• AI Work Transformation — Delegation direction, human edge, skill shift, industry charts
• Commissioning Protocol — L0-L4 maturity model that the commissioning work chart implements
• Verifiable Intent — The authorization proof protocol behind the delegation chain
• VVFL — The feedback loop the VVFL work chart maps
• Business Innovation — The innovation process
• Tech Platform — The accumulated assets work charts operate on
• Data Footprint — The commissioning instrument that measures what's connected
• Capabilities — The T-shape framework and capability menu
• Horizontal SaaS — Tools that amplify capabilities
• Vertical SaaS — Industry-specific outcomes
• Process Mapping — Map the current state before charting the future
• Principles — The truths that guide decisions
• Marketing — Domain work chart example
• RFP Process — Vendor Management workflow detail (Operations domain)

Links

• Why Work Charts Beat Org Charts
• Org Chart Dead, Long Live Work

Questions

What would change if every team maintained a living work chart instead of an org chart?

• Which rows in the matrix show AI % declining — and what does that reveal about the limits of automation?
• If the template is the same for every function, why do most teams still describe work in paragraphs instead of matrices?
• When two domains share identical AI % trends, does that signal a horizontal platform opportunity?
• At what commissioning level does human judgment become irreplaceable — and does the delegation table match your intuition?