Define a clear, customer-centered problem statement as a team
Use the problem statement template to clearly define and communicate a problem that needs to be addressed. This template helps to identify the scope, context, and significance of the problem with stakeholders in a structured workshop.
Identify the customer or user having the problem, where the problem occurs, what the problem is, and what’s causing the issue. Then, take these insights and turn them into an actionable, concise problem statement.
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This template can be used in both solo and group settings, either as a solo brainstorming exercise or a guided workshop with team members. Use these steps as a guide to the elements of a problem statement.
Who is affected by the problem at hand? Is this who will benefit from the solution? What do we know or assume about them?
You may want to conduct a brainstorming session to define the user persona and list out any facts or assumptions you have about them and the problem they’re experiencing.
Pro-tip: Be sure to include any user research or data that can provide further background information.
Take some time to ideate and address these questions:
What is the problem from the user or customer’s point of view?
Is it easy to explain?
Is it an actual/real problem?
What evidence or examples exist of the problem?
Describe when and where the problem occurs. Be sure to identify root causes and downstream effects of the problem. What is the context where the user is experiencing the problem? Include any examples or proof of the specific problem.
Explain why this is a real problem for your customers or users and why the problem is worth solving. Ask the following questions:
What is the most important value for the user?
What pain points would a solution help get rid of?
Why is it worth our investment?
How does it meet or align to business goals or KPIs?
Use the data, ideas, and work from the previous sections to draft an effective problem statement. Now that you have a clear understanding of the problem, your team can get started on brainstorming a viable solution.
Note: Read our full guide on creating problem statements with problem statement examples.
While brainstorming with other team members, turn on Mural's private mode feature to prevent groupthink.
Use the built-in timer feature to time-block each activity and stay on schedule.
Problem statements are good for more than just project management! Try using the template for internal uses like strategic planning.
A problem statement is a brief description of a problem that needs to be solved. It should be specific and focused, and it should state the problem that needs to be solved without going into too much detail. A problem statement should be no more than a few sentences long.
Creating a problem statement is part of Design Thinking methodology, which emphasizes understanding and empathy for your customers so that you can create positive user experiences that address their needs.
The first step in creating a problem statement should be to conduct user research. This gives you direct feedback from your customers that keeps guesswork out of your process and informs your framing of the problems facing your users at every stage.
Creating a good problem statement is an important step in the process of solving real-world problems. By carefully considering the problems your customers face, you gain a greater understanding of context. When you create a problem statement, it allows you to gather and organize your feedback into clear categories, building the foundations for actionable next steps.
Often written by product managers and used in project management for product and ux design initiatives, problem statements ensure engineering teams focus on the customers’ needs.
Problem statements should be declarative statements that clearly describe a problem a user is facing, why it matters, and the surrounding context.
Instead of posing a question as a problem statement, use the questions during a brainstorming session to strengthen the final problem statement you create.
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