Turn a complaint into a clear customer job story

Raw complaint: "Your onboarding is chaotic and my team keeps stalling." Job story pattern: When ___, I want to ___, so I can ___. Teams often copy the complaint into the backlog unchanged. That preserves urgency but loses the situation, trigger, and outcome. Once that context disappears, every proposed fix becomes a guess. You end up debating training, UX, and staffing without knowing what moment is actually breaking down for the customer. Name the moment Ask when the problem shows up most intensely. Empathy starts with situation. "During first workspace setup" is more useful than "during onboarding." Name the progress…

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