The Problem Springboard

Which springboard will you choose? — Photo by Michael Kroul
Chess players plotting their next move — Photo by Vlad Sargu

Problem Statements

Example problem statement

Solution Bias

Can you spot the solution?

Checking homework

Creating Springboards

  • We currently — by stating their assumptions around the problem in more detail they started asking questions to validate their view of the current experience people have. What software were people using and why did they use them? Some might be non-negotiable, whilst others are choices that they could reconsider. Some might cause huge amounts of operational overheads, whilst others might be super-efficient and not need replacing. What caused the most frustration and overheads? How did we measure that? What did it cost the business?
  • How might we — rather than focus on the solution here, the team instead thought about what they needed to learn to build their knowledge of the problem space. What were people trying to achieve? What gains were people looking for? What was getting in their way? Which of these was the biggest obstacle? Why did that happen? Understanding this could give clues as to what the best opportunities are to address
  • For the — who were the people that we needed to talk to? Who is the customer? Who serves them? Who plays a role in the background who might be able to provide insight? Who could tell us how to measure customer or colleague satisfaction? Who could tell us the cost for the business of not fixing this or what the benefits might be? Who did we need to work with and who do we need to keep informed of progress?
  • So that — what will people be able to do in the future if we solve this problem? What does that mean for the business? How does this align with our strategy? What are the measures of success that tell us that we’ve delivered the value we intend to?

Ready? Spring, Go!

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I help people turn business ideas into customer-centric, data-driven business ventures. Global Head of Service Design at BT.

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Robin Wong

Robin Wong

I help people turn business ideas into customer-centric, data-driven business ventures. Global Head of Service Design at BT.

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