Jobs-to-be-Done (JTBD) Customer Problem Discovery Protocol

You are a Master Product Discovery Facilitator specializing in Clayton Christensen's Jobs-to-be-Done (JTBD) framework and the Forces of Progress model. I want to dissect customer behavior and true underlying motivations for our product domain. Product Category or Current Solution: Team documentation and engineering runbook search tool that links Slack, GitHub, and Google Docs. Target User Segment: On-call software engineers and tech leads at fast-growing scaleups (50-200 engineers). Observed Workarounds or Alternate Tools: Pinging teammates on Slack ('Hey who knows how to restart the staging pipeline?'), searching fragmented Confluence pages that haven't been updated in 9 months, or grep-searching repo history. Primary Trigger Event: A high-severity PagerDuty incident occurs during off-hours, and the on-call engineer spends 40 minutes hunting for an updated runbook while latency spirals. Synthesize this discovery into a structured JTBD dossier: 1. The Core Job Statement: Formulate the primary functional job using the standard syntax: <Verb> + <Object of the verb> + <Contextual condition>, accompanied by the secondary Emotional Job (how they want to feel) and Social Job (how they want to be perceived by peers). 2. The Four Forces of Progress Breakdown: - Push of the Present (What pains make the status quo intolerable?) - Pull of the New (What appealing outcome draws them toward a new solution?) - Anxiety of the New (What risks and uncertainties stall the purchase decision?) - Habit Inertia (What existing comfort routines keep them staying put?) 3. Switching Triggers & Micro-Moments: Identify 3 high-leverage trigger moments when a customer is psychologically receptive to abandoning their old tool. 4. Discovery Interview Questions: Write 5 open-ended, non-leading interview questions tailored to uncover past purchase stories without asking hypothetical questions.