It is important for organisations to really understand a problem before thinking about any potential solution. Problem statements are questions which help designers to focus on the real issues at hand, and help stop organisations from jumping to the wrong solution.

1. Defining Problems
How might we do that?

2. “A problem well-stated is half-solved.”
- Charles Franklin Kettering
Head of Research at General Motors
(1920 to 1947)

3. It is extremely important that as designers we
understand the problem way before designing a
potential solution. We do this using problem
statements.
A problem statement is a clear, concise
description of the issues that need to be
addressed and it’s used to center and focus the
work of the team.

4. 1 2
3 4 5
what’s the problem?
Why does the car not start? Why is the battery dead?
Why is the alternator not working? Why is it broken? Why was it not replaced?
The battery is dead. The alternator is not working.
The alternator belt has broken.
The alternator belt was well beyond its
useful service life and not replaced.
The vehicle was not maintained according to the recommended service schedule.
SYMPTOM
PROBLEM

5. Behaviour-led design
research and Desktop
research
Discover Define Develop Deliver
Problem Definition & Problem Statements
Creative workshops
and idea generation
Review ideas through
culture thinking and
design
Prototyping, selection,
mentoring and
monitoring
Pilot
QUALITATIVE
QUANTITATIVE
QUALITATIVE
QUANTITATIVE
Scope

6. 1
Problem statements are questions
which encourage creative thinking
during idea generation and all the
way through to solution generation.
We start each question with - How
might we . . . ?
2
Focusing on people is key. Problem
statements should be framed around
specific users, so understanding their
needs and goals are essential. It’s
also beneficial to keep the focus
away from solutions, technology and
budget as these often limit idea
generation.
Create a Question User-centered Approach

7. defining problem statements
Who does the problem
affect?
What are the boundaries
to the problem? What
impact does it have on
people?
When does the problem
occur? When does it
need to be solved?
Where does the problem
occur?
What will tell us if we’ve
solved the problem?
WHO WHAT WHEN WHERE HOW
Why is it important we
solve the problem?
WHY

8. the goldilocks problem statement

9. HOW
MIGHT
WE ?