What follow-ups might provide more insight?

• What is standing in the way of doing this work?
• Have they done any research to understand what’s causing the behavior to be erratic or difficult to maintain?
• What users can we speak with about the features to understand how they’re using it?
• Perhaps there’s a slight tweak that could be made enabling the same outcome, but putting less stress on the system?
• Are there small tweaks that could be made to relieve pressure on the back-end and reduce strain on the database?

Space for mental notes related to this question.

Interviewer responses