# JTBD Interview Script Template

Use this as a lightweight interview guide for B2B SaaS customer research. The goal is to understand the job behind the request, not to validate your feature idea.

## Interview Setup

- Target: 8-12 customers or recent evaluators
- Length: 35-45 minutes
- Format: 1 interviewer, 1 note-taker if possible
- Output: job statements, switching triggers, friction points, language for outcomes

## Opening

1. Thanks for joining. I am not testing a feature today.
2. I want to understand how you currently handle this part of the job.
3. I may ask follow-up questions about what happened before, during, and after the moment you looked for a solution.

## Section 1: Context

1. Tell me about your role and what success looks like in this part of your workflow.
2. Walk me through the last time this problem became urgent.
3. What was happening in the business that made it matter right then?

## Section 2: Current Job

1. What were you trying to get done?
2. Why was that important?
3. What would have happened if you could not solve it?
4. Who else was affected besides you?
5. What does a successful outcome look like?

## Section 3: Existing Solution

1. How were you handling this before?
2. What was frustrating about that approach?
3. What was slow, risky, manual, or unclear?
4. What workarounds did you create?

## Section 4: Decision Story

1. What pushed you to look for a new approach?
2. What alternatives did you consider?
3. What nearly stopped you from switching?
4. What made the current solution feel worth trying?

## Section 5: Desired Outcomes

1. If this worked perfectly, what would improve first?
2. What would become faster, easier, or less risky?
3. What would you want to reduce?
4. What would you want to increase?
5. What would your manager or team notice if this was solved well?

## Section 6: Forces of Progress

- Push: what made the old solution unacceptable?
- Pull: what about the new solution looked attractive?
- Habit: what routines or internal comfort resisted switching?
- Anxiety: what fears or risks slowed the decision?

## Section 7: Close

1. What do teams usually misunderstand about this problem?
2. What request do buyers often make that misses the real job?
3. If I could only fix one part of this experience, where should I start?

## Interview Notes Template

- Situation:
- Main job statement:
- Functional dimension:
- Emotional dimension:
- Social dimension:
- Push:
- Pull:
- Habit:
- Anxiety:
- Current workaround:
- Desired outcomes:
- Feature requests mentioned:
- Verbatim quotes:

## Job Statement Format

Use this structure after the interview:

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

Example:

`When I am preparing for a quarterly review, I want to pull clean performance data quickly, so I can defend budget and make decisions without manual reconciliation.`