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Move from a vague request to shared understanding between product, delivery, and support.
Give product, engineering, and support teams a shared story with testable acceptance criteria.
Name a real role or customer segment.
Describe the capability, not the implementation.
State why the change matters.
Include the trigger, evidence, and current cost.
Make each line observable and testable.
Capture policy, technical, or rollout boundaries.
Live output
# User Story As a **a support lead**, I want **see the complete customer timeline**, so that **resolve escalations without switching tools**. ## Context Escalations currently lose context between support, billing, and engineering. ## Acceptance Criteria - [ ] Timeline shows tickets, invoices, and recent incidents - [ ] Entries can be filtered by date and type - [ ] Restricted data is hidden from unauthorized roles ## Constraints and Notes Do not expose payment details; retain existing audit logs ## Definition of Done - Acceptance criteria pass with representative happy and unhappy paths. - Analytics, support impact, and documentation implications are reviewed. - Product owner and delivery owner agree the behavior is ready to release.
A structured starting point. Pair it with customer evidence and a named decision owner.
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