examples of problem solving in information technology

26 Expert-Backed Problem Solving Examples – Interview Answers

Published: February 13, 2023

Interview Questions and Answers

Actionable advice from real experts:

Biron Clark

Former Recruiter

Contributor

Dr. Kyle Elliott

Career Coach

Hayley Jukes

Editor-in-Chief

Biron Clark , Former Recruiter

Kyle Elliott , Career Coach

Hayley Jukes , Editor

As a recruiter , I know employers like to hire people who can solve problems and work well under pressure.

 A job rarely goes 100% according to plan, so hiring managers are more likely to hire you if you seem like you can handle unexpected challenges while staying calm and logical.

But how do they measure this?

Hiring managers will ask you interview questions about your problem-solving skills, and they might also look for examples of problem-solving on your resume and cover letter. 

In this article, I’m going to share a list of problem-solving examples and sample interview answers to questions like, “Give an example of a time you used logic to solve a problem?” and “Describe a time when you had to solve a problem without managerial input. How did you handle it, and what was the result?”

• Problem-solving involves identifying, prioritizing, analyzing, and solving problems using a variety of skills like critical thinking, creativity, decision making, and communication.
• Describe the Situation, Task, Action, and Result ( STAR method ) when discussing your problem-solving experiences.
• Tailor your interview answer with the specific skills and qualifications outlined in the job description.
• Provide numerical data or metrics to demonstrate the tangible impact of your problem-solving efforts.

What are Problem Solving Skills? 

Problem-solving is the ability to identify a problem, prioritize based on gravity and urgency, analyze the root cause, gather relevant information, develop and evaluate viable solutions, decide on the most effective and logical solution, and plan and execute implementation. 

Problem-solving encompasses other skills that can be showcased in an interview response and your resume. Problem-solving skills examples include:

• Critical thinking
• Analytical skills
• Decision making
• Research skills
• Technical skills
• Communication skills
• Adaptability and flexibility

Why is Problem Solving Important in the Workplace?

Problem-solving is essential in the workplace because it directly impacts productivity and efficiency. Whenever you encounter a problem, tackling it head-on prevents minor issues from escalating into bigger ones that could disrupt the entire workflow. 

Beyond maintaining smooth operations, your ability to solve problems fosters innovation. It encourages you to think creatively, finding better ways to achieve goals, which keeps the business competitive and pushes the boundaries of what you can achieve. 

Effective problem-solving also contributes to a healthier work environment; it reduces stress by providing clear strategies for overcoming obstacles and builds confidence within teams. 

Examples of Problem-Solving in the Workplace

• Correcting a mistake at work, whether it was made by you or someone else
• Overcoming a delay at work through problem solving and communication
• Resolving an issue with a difficult or upset customer
• Overcoming issues related to a limited budget, and still delivering good work through the use of creative problem solving
• Overcoming a scheduling/staffing shortage in the department to still deliver excellent work
• Troubleshooting and resolving technical issues
• Handling and resolving a conflict with a coworker
• Solving any problems related to money, customer billing, accounting and bookkeeping, etc.
• Taking initiative when another team member overlooked or missed something important
• Taking initiative to meet with your superior to discuss a problem before it became potentially worse
• Solving a safety issue at work or reporting the issue to those who could solve it
• Using problem solving abilities to reduce/eliminate a company expense
• Finding a way to make the company more profitable through new service or product offerings, new pricing ideas, promotion and sale ideas, etc.
• Changing how a process, team, or task is organized to make it more efficient
• Using creative thinking to come up with a solution that the company hasn’t used before
• Performing research to collect data and information to find a new solution to a problem
• Boosting a company or team’s performance by improving some aspect of communication among employees
• Finding a new piece of data that can guide a company’s decisions or strategy better in a certain area

Problem-Solving Examples for Recent Grads/Entry-Level Job Seekers

• Coordinating work between team members in a class project
• Reassigning a missing team member’s work to other group members in a class project
• Adjusting your workflow on a project to accommodate a tight deadline
• Speaking to your professor to get help when you were struggling or unsure about a project
• Asking classmates, peers, or professors for help in an area of struggle
• Talking to your academic advisor to brainstorm solutions to a problem you were facing
• Researching solutions to an academic problem online, via Google or other methods
• Using problem solving and creative thinking to obtain an internship or other work opportunity during school after struggling at first

How To Answer “Tell Us About a Problem You Solved”

When you answer interview questions about problem-solving scenarios, or if you decide to demonstrate your problem-solving skills in a cover letter (which is a good idea any time the job description mentions problem-solving as a necessary skill), I recommend using the STAR method.

STAR stands for:

It’s a simple way of walking the listener or reader through the story in a way that will make sense to them. 

Start by briefly describing the general situation and the task at hand. After this, describe the course of action you chose and why. Ideally, show that you evaluated all the information you could given the time you had, and made a decision based on logic and fact. Finally, describe the positive result you achieved.

Note: Our sample answers below are structured following the STAR formula. Be sure to check them out!

EXPERT ADVICE

Dr. Kyle Elliott , MPA, CHES Tech & Interview Career Coach caffeinatedkyle.com

How can I communicate complex problem-solving experiences clearly and succinctly?

Before answering any interview question, it’s important to understand why the interviewer is asking the question in the first place.

When it comes to questions about your complex problem-solving experiences, for example, the interviewer likely wants to know about your leadership acumen, collaboration abilities, and communication skills, not the problem itself.

Therefore, your answer should be focused on highlighting how you excelled in each of these areas, not diving into the weeds of the problem itself, which is a common mistake less-experienced interviewees often make.

Tailoring Your Answer Based on the Skills Mentioned in the Job Description

As a recruiter, one of the top tips I can give you when responding to the prompt “Tell us about a problem you solved,” is to tailor your answer to the specific skills and qualifications outlined in the job description. 

Once you’ve pinpointed the skills and key competencies the employer is seeking, craft your response to highlight experiences where you successfully utilized or developed those particular abilities. 

For instance, if the job requires strong leadership skills, focus on a problem-solving scenario where you took charge and effectively guided a team toward resolution. 

By aligning your answer with the desired skills outlined in the job description, you demonstrate your suitability for the role and show the employer that you understand their needs.

Amanda Augustine expands on this by saying:

“Showcase the specific skills you used to solve the problem. Did it require critical thinking, analytical abilities, or strong collaboration? Highlight the relevant skills the employer is seeking.”  

Interview Answers to “Tell Me About a Time You Solved a Problem”

Now, let’s look at some sample interview answers to, “Give me an example of a time you used logic to solve a problem,” or “Tell me about a time you solved a problem,” since you’re likely to hear different versions of this interview question in all sorts of industries.

The example interview responses are structured using the STAR method and are categorized into the top 5 key problem-solving skills recruiters look for in a candidate.

1. Analytical Thinking

Situation: In my previous role as a data analyst , our team encountered a significant drop in website traffic.

Task: I was tasked with identifying the root cause of the decrease.

Action: I conducted a thorough analysis of website metrics, including traffic sources, user demographics, and page performance. Through my analysis, I discovered a technical issue with our website’s loading speed, causing users to bounce. 

Result: By optimizing server response time, compressing images, and minimizing redirects, we saw a 20% increase in traffic within two weeks.

2. Critical Thinking

Situation: During a project deadline crunch, our team encountered a major technical issue that threatened to derail our progress.

Task: My task was to assess the situation and devise a solution quickly.

Action: I immediately convened a meeting with the team to brainstorm potential solutions. Instead of panicking, I encouraged everyone to think outside the box and consider unconventional approaches. We analyzed the problem from different angles and weighed the pros and cons of each solution.

Result: By devising a workaround solution, we were able to meet the project deadline, avoiding potential delays that could have cost the company $100,000 in penalties for missing contractual obligations.

3. Decision Making

Situation: As a project manager , I was faced with a dilemma when two key team members had conflicting opinions on the project direction.

Task: My task was to make a decisive choice that would align with the project goals and maintain team cohesion.

Action: I scheduled a meeting with both team members to understand their perspectives in detail. I listened actively, asked probing questions, and encouraged open dialogue. After carefully weighing the pros and cons of each approach, I made a decision that incorporated elements from both viewpoints.

Result: The decision I made not only resolved the immediate conflict but also led to a stronger sense of collaboration within the team. By valuing input from all team members and making a well-informed decision, we were able to achieve our project objectives efficiently.

4. Communication (Teamwork)

Situation: During a cross-functional project, miscommunication between departments was causing delays and misunderstandings.

Task: My task was to improve communication channels and foster better teamwork among team members.

Action: I initiated regular cross-departmental meetings to ensure that everyone was on the same page regarding project goals and timelines. I also implemented a centralized communication platform where team members could share updates, ask questions, and collaborate more effectively.

Result: Streamlining workflows and improving communication channels led to a 30% reduction in project completion time, saving the company $25,000 in operational costs.

5. Persistence 

Situation: During a challenging sales quarter, I encountered numerous rejections and setbacks while trying to close a major client deal.

Task: My task was to persistently pursue the client and overcome obstacles to secure the deal.

Action: I maintained regular communication with the client, addressing their concerns and demonstrating the value proposition of our product. Despite facing multiple rejections, I remained persistent and resilient, adjusting my approach based on feedback and market dynamics.

Result: After months of perseverance, I successfully closed the deal with the client. By closing the major client deal, I exceeded quarterly sales targets by 25%, resulting in a revenue increase of $250,000 for the company.

Tips to Improve Your Problem-Solving Skills

Throughout your career, being able to showcase and effectively communicate your problem-solving skills gives you more leverage in achieving better jobs and earning more money .

So to improve your problem-solving skills, I recommend always analyzing a problem and situation before acting.

 When discussing problem-solving with employers, you never want to sound like you rush or make impulsive decisions. They want to see fact-based or data-based decisions when you solve problems.

Don’t just say you’re good at solving problems. Show it with specifics. How much did you boost efficiency? Did you save the company money? Adding numbers can really make your achievements stand out.

To get better at solving problems, analyze the outcomes of past solutions you came up with. You can recognize what works and what doesn’t.

Think about how you can improve researching and analyzing a situation, how you can get better at communicating, and deciding on the right people in the organization to talk to and “pull in” to help you if needed, etc.

Finally, practice staying calm even in stressful situations. Take a few minutes to walk outside if needed. Step away from your phone and computer to clear your head. A work problem is rarely so urgent that you cannot take five minutes to think (with the possible exception of safety problems), and you’ll get better outcomes if you solve problems by acting logically instead of rushing to react in a panic.

You can use all of the ideas above to describe your problem-solving skills when asked interview questions about the topic. If you say that you do the things above, employers will be impressed when they assess your problem-solving ability.

More Interview Resources

• 3 Answers to “How Do You Handle Stress?”
• How to Answer “How Do You Handle Conflict?” (Interview Question)
• Sample Answers to “Tell Me About a Time You Failed”

About the Author

Biron Clark is a former executive recruiter who has worked individually with hundreds of job seekers, reviewed thousands of resumes and LinkedIn profiles, and recruited for top venture-backed startups and Fortune 500 companies. He has been advising job seekers since 2012 to think differently in their job search and land high-paying, competitive positions. Follow on Twitter and LinkedIn .

Read more articles by Biron Clark

About the Contributor

Kyle Elliott , career coach and mental health advocate, transforms his side hustle into a notable practice, aiding Silicon Valley professionals in maximizing potential. Follow Kyle on LinkedIn .

About the Editor

Hayley Jukes is the Editor-in-Chief at CareerSidekick with five years of experience creating engaging articles, books, and transcripts for diverse platforms and audiences.

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Critical thinking and problem solving with technology.

Brief Summary: Critical thinking and problem solving is a crucial skill in a technical world that can immediately be applied to academics and careers. A highly skilled individual in this competency can choose the appropriate tool to accomplish a task, easily switch between tools, has a basic understanding of different file types, and can troubleshoot technology when it’s not working properly. They can also differentiate between true information and falsified information online and has basic proficiency in data gathering, processing and interpretation. 

Learners with proficient skills in critical thinking and problem solving should be able to: 

• Troubleshoot computers and mobile devices when issues arise, like restarting the device and checking if it requires a software or operating system update 
• Move across tools to complete a task (for example, adding PowerPoint slides into a note taking app for annotation) 
• Differentiate between legitimate and falsified information online 
• Understand basic file types and know when to use them (for example, the difference between .doc and .pdf files) 

Market/Employer Trends: Employers indicate value in employee ability to problem solve using technology, particularly related to drawing information from data to identify and solve challenges. Further, knowing how to leverage technology tools to see a problem, break it down into manageable pieces, and work toward solving is of important value. Employers expect new employees to be able to navigate across common toolsets, making decisions to use the right tool for the right task.  

Self-Evaluation: 

Key questions for reflection: 

• How comfortable are you when technology doesn’t work the way you expect?  
• Do you know basic troubleshooting skills to solve tech issues?  
• Do you know the key indicators of whether information you read online is reliable? 

Strong digital skills in this area could appear as: 

• Updating your computer after encountering a problem and resolving the issue 
• Discerning legitimate news sources from illegitimate ones to successfully meet goals 
• Converting a PowerPoint presentation into a PDF for easy access for peers who can’t use PowerPoint 
• Taking notes on a phone and seamlessly completing them on a computer

Ways to Upskill: 

Ready to grow your strength in this competency? Try: 

• Reviewing University Libraries’ resources on research and information literacy  
• Read about troubleshooting in college in the Learner Technology Handbook 
• Registering for ESEPSY 1359: Critical Thinking and Collaboration in Online Learning  

Educator Tips to Support Digital Skills: 

• Create an assignment in Carmen prompting students to find legitimate peer-reviewed research  
• Provide links to information literacy resources on research-related assignments or projects for student review 
• Develop assignments that require using more than one tech tool to accomplish a single task 

An effective problem solving process for IT professionals

1. what is the actual problem.

This should be the first question an IT professional should ask when it comes to troubleshooting various IT related issues – even if only to verify the information that has already been provided. Typically this will mean having a conversation with the individual or group of individuals that reported the problem in the first place. It’s certainly not unheard of for the reported problem to get muddied or distorted when going through multiple people or channels before you first hear of it.

People often rephrase things when dictating what someone else previously said, so it’s quite possible for the original complaint to turn into something completely different as it passes through different people:

“The Amazon website tends to lock up my web browser whenever I add items into my Cart.” Mary, Sales Department.

“Helpdesk? Mary’s internet isn’t working when she’s online shopping.” CASE STUDY This Wisconsin manufacturer needed to modernize its IT infrastructure to support rapid business growth. Discover what they did Mary’s Boss

“Please help Mary so she can browse shopping sites. I think the internet filter is probably blocking that category.” John, creating Helpdesk ticket

We’ve all encountered these types of scenarios in the past and they can be really frustrating, even more so when the issues are much more important than whether a single employee is capable of adding items to their Amazon shopping cart.

The point here being,  don’t take what’s being told to you for granted . Spend the time necessary to verify that what is being reported to you is actually what’s occurring and the original reason the issue was raised in the first place. Furthermore, taking the time to speak with the source, in this case, Mary, allows you to ask important follow-up questions that can further aid in diagnosing the problem as its being reported.

2. Who is experiencing the problem?

Without knowledge of who is experiencing the problem, your ability to focus your troubleshooting efforts into a precise area will be diminished and you might wind up going off in a direction that’s not even necessary or even remotely related to the source of the problem. One of the questions that should be asked is, who exactly is experiencing the problem?

Is it (for example):

• A single user
• A group/department of users
• The entire remote branch office location
• The entire main office location –and- remote branch offices

Every organization is different as it relates to the “Who”, but there are stark differences in the following scenario and what could be the underlying issue relating to the company’s IP Phones when the IT professional called in to solve the problem has a clearer understanding of “Who” is actually affected:

Single User

• Jerry’s IP phone isn’t working
• This is likely an issue with Jerry’s phone specifically

A group/dept. of users

• The entire 2nd floor is having problems with IP phones
• This might be an issue specific to a network switch/VLAN on the 2nd floor

Remote/branch office

• All users in the remote/branch office are having problems with IP phones
• This might be an issue specific to the VPN connection between offices

Main and remote offices

• All users in the main and remote offices are having problems with IP phones
• This might be an issue specific to the core switch or IP Phone System itself

The point here is, when the IT professional starts to  understand “Who” is really affected , they can eliminate having to navigate down unnecessary paths while troubleshooting and can instead work towards narrowing down their troubleshooting efforts to a more specific and concise area. In the case of the single user above, why waste time troubleshooting the VPN tunnel when only Jerry is affected by the issue? This is why  knowing the “Who” is extremely important.

Here’s another example of something an IT Professional or Wireless Engineer hears from time to time.   “Help!  Wireless is completely down in the entire building.  Everyone is reporting problems” .   In these situations, do yourself a favor and pay special attention to words or phrases such as “entire”, “everyone”, and “completely down” when problems are reported.  These “all-inclusive” phraseologies tend to exaggerate what’s really happening and have the potential to lead you astray.

It’s not uncommon that while investigating the problem, the IT Professional or Wireless Engineers quickly learns that the “entire” building, or “everyone”, or that the wireless network being “completely down” (which, for example, in a school, might affect 3,000+ users) turns out to be a single wireless Access Point being down in one small office that is affecting 5 actual users (not, 3,000+ users as “everyone” seems to imply).

Bear in mind,  problems can sometimes be overblown and overstated , especially when a user, or group of users, is regularly frustrated with or intimated by technology (any IT professional has likely experienced those high-maintenance users that cry wolf over just about anything!).

3. When did the problem start?

Knowing when the problem actually started (with attention to finite details such as the exact day and exact time) can often provide a better understanding of the problem and help trigger more definitive ideas and potential solutions relating to the underlying root cause that a given IT professional is expected to solve. Imagine being brought into a new customer to resolve critical problems with their Internet Services and being told,

“The internet pipe is a problem. People are randomly seeing spotty performance and oddball issues whenever web surfing and we don’t know why.”

Now, a less-experienced IT professional might just start diving headfirst into firewall logs, bandwidth monitoring, opening up a trouble-ticket directly with the ISP and trying to figure out what is going on, but someone with more experience will first pause to ask additional questions , wanting more specifics as to “When” the problem started happening.

• Has this ALWAYS been a problem?
• WHEN were these random internet browsing issues first reported?

Certainly looking back into firewall logs and bandwidth utilization metrics over the last 2 week period makes sense knowing the issue presented itself within the last 10 days, but it hardly warrants spending much time at all looking back at logs and bandwidth utilization metrics from 3+ months ago. That being said, once again, try to VERIFY the information being told to you . Perhaps the person giving you the answer vaguely remembers that it was 10 days ago, but in truth, it’s only been 3 days!

In this particular situation where the internet is being reported as sporadic, it’s altogether possible that roughly 11 days ago, another on-site computer technician decided to enable the UTM (Unified Threat Management) functionality within their firewall to allow for additional Antivirus inspection, IDS (Intrusion Detection Services), Geo-IP Filtering, and a plethora of other goodies typically included in UTM feature-sets.

Unfortunately, as a direct result, the firewall’s processors/CPUs have become overloaded and cannot move traffic through it quickly enough to keep up with the additional processing demands required when the firewall’s UTM feature-set was enabled.

4. Is the problem intermittent or constant?

Another key element to an effective problem solving process is finding out if the reported issue is occurring constantly or whether it’s only occurring intermittently? Problems that are constant, or fixed , are generally (though not always) easier to troubleshoot . Whereas problems that are intermittent and seemingly random, are generally more difficult to troubleshoot.

How many times have we as IT professionals been called in to troubleshoot a problem, only to find that upon our arrival, the issue suddenly doesn’t seem to exist anymore yet no one did anything specific to actually resolve the problem!? Those situations can be really frustrating, not only for the IT professional but for the end-user as well because the likelihood of the issue reappearing is rather high (and most likely reappears just a few short moments after the IT professional has left!)

The best thing to do in these scenarios is document WHEN the issue occurred and how LONG it lasted before it miraculously “fixed itself”, so the next time that same problem is reported, you might be able to piece together some crude and basic assumptions or theories based on WHEN it happened previously and how LONG it lasted each time.

Wireless chaos only at lunchtime?!

5. What changed recently?

This is one question that is unfortunately not asked often enough, is just plain overlooked, or in other cases is just completely disregarded (shame on you if you fall into that category!). Technology is a very touchy and hypersensitive beast , and more often than not, it doesn’t take too kindly to introducing changes. Even the changes that are supposed to solve and prevent other known problems, often result in the introduction of new and unexpected problems.

It’s not unheard of that sometimes even routine maintenance on equipment can cause problems .

Take for example, updating firmware on a network switch . This should be a relatively trouble-free routine operation, but suddenly users are reporting that they’re occasionally having problems logging into their desktops. It’s happening to more than one user, in fact, it’s being reported sporadically throughout the building early in the morning hours when most employees arrive for the start of their shift.

“What Changed” recently? Over the weekend you decided to update the firmware on your edge switches and now the port security that was set up on the switches using AAA authentication with Radius, isn’t behaving as expected. Unfortunately, it looks like the new firmware update might have introduced a random bug! What’s the solution? Back rev your switches , or look for ever newer firmware code that might resolve the problem.

You haven’t changed anything with the VMWare software itself, still running on the same trusted vSphere 6.0 Update 1 release that has been rock solid and problem-free in your environment. So “What Changed” recently? Wait a minute, come to think of it, the host server that is regularly crashing recently had an additional 64GB of memory added to it one week ago! Might be worth removing that extra 64GB of memory and seeing if the problem goes away. Certainly wouldn’t be the first time new or additional hardware was the result of the underlying issue .

6. Can the problem be recreated?

Another helpful step for effective problem solving is trying to recreate the actual problem. As discussed before, reported problems can either be of a constant or intermittent nature. Taking the time to re-create the problem can be beneficial and especially helpful in cases where you might need to break out tools such as Wireshark to capture packets and network traffic for future analysis and evaluation. IT professionals have to make use of such tools in more complex technical support issues especially when the flow of network traffic is in question or when there’s a need to examine whether the traffic is making it from the source to destination devices.

If possible, take advantage of any sandbox or test environments that are available. Having these environments gives you the flexibility to recreate the issue and effectively “break” things on purpose, without putting your production network or systems at risk and without interrupting services that end-users are relying on during standard business hours.

Recreating the problem is also advantageous in situations where the IT professional may need to involve 3rd party technical support from a vendor as well. Often, these vendors will have the means to establish remote sessions to take control of your desktop (or the machine in which you’ve successfully recreated the problem on), which gives the vendor the ability to actually see the issue while it’s occurring to further help diagnose what is happening.

7. Are benchmarks and logs available?

Having some kind of benchmarking tool available to track and record network and server performance is beyond measure in terms of its overall value when helping an IT professional track down challenging technical issues. One of the key areas worth checking when problems are being reported is looking at the actual METRICS over a historical period of time. Metrics can prove to be invaluable when trying to figure out: Whether the problem reported actually exists or is a false positive

Maybe you’ve been in a situation where someone reports, “The file server is really slow today!” Without historical benchmarks available, taking a look at the current server performance may not yield any fruitful results because the CPU, disk, network, and memory counters all SEEM to be operating at a reasonable level, but based on and compared to what exactly?

With historical benchmarks available, there is a foundation to actually compare today’s performance on the server as it relates to the CPU, Disk, Network, and Memory (and any other metric/counter you want) VERSUS what the server has been utilizing for the past days, weeks, or months prior.

What historical benchmarks might help you discover is, that according to the historical data, perhaps there is absolutely NO difference in the server performance today versus previous days, weeks, or months? The complaint of “The file server is really slow today” turns out to be a false positive in that case, proven by the metrics an historical benchmarks. Finding the real cause and resolution to the user’s complaint is going to require you to start looking into other areas aside from the server itself. Perhaps it’s a client-side issue or networking issue.

Having benchmarks available is crucial in taking out illogical guess-work and assumptions, and replacing them with hard evidence and facts to back up your problem solving process. There are countless software options available that will give you the data you need for metrics, though we often recommend using PRTG from Paessler, which is a wonderful utility for acquiring benchmarks on your network and servers.

Logs are another important thing to consider during the troubleshooting process. Going back into log history can give a stumped IT Professional some additional clues as to what is going on, especially in cases where the question of “ When did the problem start?” remains unanswered.

Having network devices (switches, routers, firewalls, wireless, etc.) sending their log information to a dedicated syslog server (for example, Kiwi Syslog Server from SolarWinds) gives someone the opportunity to search for entries related to particular devices (by IP address) for specific warning messages or error messages.

Syslog messages and the historical information gathered here can sometimes help point the IT Professional in the right direction, not to mention, the logs themselves can be extremely valuable to the vendor of the product as well when they are involved in troubleshooting what is happening.

8. I’m officially stuck – now what?

Alright, so you find yourself in one of those rather unpleasant circumstances where you’ve asked all the right questions, dug into your resourceful bag of tricks, and find that you’ve exhausted all your technical knowledge and ability to track down the source of the problem. What do you do now? The first step is DON’T PANIC . Effective problem solving is, more often than not, substantially reduced when the IT professional is stressed out and under pressure (although in some rare cases, people tend to flourish under these “trial by fire” scenarios). Keeping panic at bay will help a person to remain calm, focused, and continue to allow them to logically walk through the problem solving process.

This is however, easier said than done, when there are countless emails and phone calls coming in demanding an update as to when the source of the problem will be fixed (and let’s not forget, potentially angry bosses that might be clueless as to why the problem is taking more than 10 minutes to resolve!).

The second step is just that, call in the cavalry! Let’s face it, there will always be instances where even the most seasoned IT professional needs assistance from peers, vendors or other resources . None of us are capable of knowing absolutely everything. When you find yourself struggling, don’t be afraid to reach out for help! What does that mean?

• Open a case with, for example, Cisco TAC support
• Open a case with, for example, Microsoft PSS support
• Involve a co-worker, professional colleague, or peer
• Partner with a local and trusted IT vendor
• Google can be your friend (be careful of “quick-fix” solutions you find)
• Look into vendor specific forums (most large-vendors have them)

The problem solving process in summary

Be sure to give yourself the absolute best chance to combat those dreaded technical support issues. The next time someone contacts you and yells in a panic, “Email is broken!” understand that you can more quickly deduct what is actually going on and help minimize the amount of time necessary to resolve the problem by simply asking the right questions :

• What is the Actual Problem?
• Who is Experiencing the Problem?
• When did the Problem Start?
• Is the Problem Intermittent or Constant?
• What Recently Changed?
• Can the Problem be Recreated?
• Are Benchmarks and Logs Available?
• I’m Officially Stuck – Now What?

Keep in mind, however, that not only do you need answers to those questions, but you need answers that are accurate .

As stated earlier, this means the IT professional may need to take the necessary time to validate the answers being provided to them. Inaccurate answers and misinformed facts will send you down the wrong troubleshooting path and unnecessarily prolong the amount of time necessary to resolve complex technical support issues. So get your facts straight!

Having the answers to these questions will allow you to immediately narrow down the scope of the problem and the potential areas at fault, conduct tests, formulate conclusions, and resolve problems even faster than you may have anticipated.

You should also read:

5 practical steps to avoid a cyber attack

Understanding the e-rate process [download primer].

Jesse is the owner of Source One Technology and has been providing IT consulting services to Enterprises , SMBs , schools , and nonprofits in Waukesha , Milwaukee , Dane , Washington , Jefferson , Ozaukee , Kenosha , Racine counties and across Wisconsin for over 18 years.

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Found your article very interesting. I can definitely identify with all of the points you made, especially troubleshooting. Either you can or cant troubleshoot and think logically through an issue or problem. You are right in mentioning that its something you really cannot teach. One other thing that helps with a logically stepping through the process is documentation. There should always be a repository where network diagrams, server builds, OS versions etc., are kept. I understand that a lot of times these documents cannot be relied upon due to being out of date and it seems most people scoff at the idea of keeping good documentation. But I believe it to be important to help with any troubleshooting. You also mentioned the question, Did anything change? or What changed? A big issue when attempting to troubleshoot. Every place I have worked at, always used a change management process that documented every single change, no matter how small. Of course these places had to by law (SOX audits) because they were publicly traded companies. Just wanted to say, good article!

That is a great article with some excellent questions. Working with students and teachers, I’d throw in a few extra suggestions.

1. What is a reasonable timeline for solving the problem? Often times a lack of communication to this question leads to frustration and long term mistrust regarding the reliability of technology. Asking what needs to be done from the end user’s perspective, and knowing their timeline for completion is helpful. Giving them a reasonable amount of time in which they can expect the issue to be resolved sets everybody up for success around reasonable expectations.

2. Suggest potential work-arounds when necessary — Standing in front of a group of adults and attempting to present when the technology is not working is overwhelming and frustrating. The same tech failure when you are working with a group of students and you start to lose their attention — it’s a nightmare! Knowing what tools your district provides for staff and their general purpose may allow you to offer some potential work-around ideas until the problem is resolved. There is not a fix for everything, but when you can suggest a reasonable alternative in the moment, you offer more than just tech support — you offer customer service.

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What is Problem Solving? (Steps, Techniques, Examples)

By Status.net Editorial Team on May 7, 2023 — 5 minutes to read

What Is Problem Solving?

Definition and importance.

Problem solving is the process of finding solutions to obstacles or challenges you encounter in your life or work. It is a crucial skill that allows you to tackle complex situations, adapt to changes, and overcome difficulties with ease. Mastering this ability will contribute to both your personal and professional growth, leading to more successful outcomes and better decision-making.

Problem-Solving Steps

The problem-solving process typically includes the following steps:

• Identify the issue : Recognize the problem that needs to be solved.
• Analyze the situation : Examine the issue in depth, gather all relevant information, and consider any limitations or constraints that may be present.
• Generate potential solutions : Brainstorm a list of possible solutions to the issue, without immediately judging or evaluating them.
• Evaluate options : Weigh the pros and cons of each potential solution, considering factors such as feasibility, effectiveness, and potential risks.
• Select the best solution : Choose the option that best addresses the problem and aligns with your objectives.
• Implement the solution : Put the selected solution into action and monitor the results to ensure it resolves the issue.
• Review and learn : Reflect on the problem-solving process, identify any improvements or adjustments that can be made, and apply these learnings to future situations.

Defining the Problem

To start tackling a problem, first, identify and understand it. Analyzing the issue thoroughly helps to clarify its scope and nature. Ask questions to gather information and consider the problem from various angles. Some strategies to define the problem include:

• Brainstorming with others
• Asking the 5 Ws and 1 H (Who, What, When, Where, Why, and How)
• Analyzing cause and effect
• Creating a problem statement

Generating Solutions

Once the problem is clearly understood, brainstorm possible solutions. Think creatively and keep an open mind, as well as considering lessons from past experiences. Consider:

• Creating a list of potential ideas to solve the problem
• Grouping and categorizing similar solutions
• Prioritizing potential solutions based on feasibility, cost, and resources required
• Involving others to share diverse opinions and inputs

Evaluating and Selecting Solutions

Evaluate each potential solution, weighing its pros and cons. To facilitate decision-making, use techniques such as:

• SWOT analysis (Strengths, Weaknesses, Opportunities, Threats)
• Decision-making matrices
• Pros and cons lists
• Risk assessments

After evaluating, choose the most suitable solution based on effectiveness, cost, and time constraints.

Implementing and Monitoring the Solution

Implement the chosen solution and monitor its progress. Key actions include:

• Communicating the solution to relevant parties
• Setting timelines and milestones
• Assigning tasks and responsibilities
• Monitoring the solution and making adjustments as necessary
• Evaluating the effectiveness of the solution after implementation

Utilize feedback from stakeholders and consider potential improvements. Remember that problem-solving is an ongoing process that can always be refined and enhanced.

Problem-Solving Techniques

During each step, you may find it helpful to utilize various problem-solving techniques, such as:

• Brainstorming : A free-flowing, open-minded session where ideas are generated and listed without judgment, to encourage creativity and innovative thinking.
• Root cause analysis : A method that explores the underlying causes of a problem to find the most effective solution rather than addressing superficial symptoms.
• SWOT analysis : A tool used to evaluate the strengths, weaknesses, opportunities, and threats related to a problem or decision, providing a comprehensive view of the situation.
• Mind mapping : A visual technique that uses diagrams to organize and connect ideas, helping to identify patterns, relationships, and possible solutions.

Brainstorming

When facing a problem, start by conducting a brainstorming session. Gather your team and encourage an open discussion where everyone contributes ideas, no matter how outlandish they may seem. This helps you:

• Generate a diverse range of solutions
• Encourage all team members to participate
• Foster creative thinking

When brainstorming, remember to:

• Reserve judgment until the session is over
• Encourage wild ideas
• Combine and improve upon ideas

Root Cause Analysis

For effective problem-solving, identifying the root cause of the issue at hand is crucial. Try these methods:

• 5 Whys : Ask “why” five times to get to the underlying cause.
• Fishbone Diagram : Create a diagram representing the problem and break it down into categories of potential causes.
• Pareto Analysis : Determine the few most significant causes underlying the majority of problems.

SWOT Analysis

SWOT analysis helps you examine the Strengths, Weaknesses, Opportunities, and Threats related to your problem. To perform a SWOT analysis:

• List your problem’s strengths, such as relevant resources or strong partnerships.
• Identify its weaknesses, such as knowledge gaps or limited resources.
• Explore opportunities, like trends or new technologies, that could help solve the problem.
• Recognize potential threats, like competition or regulatory barriers.

SWOT analysis aids in understanding the internal and external factors affecting the problem, which can help guide your solution.

Mind Mapping

A mind map is a visual representation of your problem and potential solutions. It enables you to organize information in a structured and intuitive manner. To create a mind map:

• Write the problem in the center of a blank page.
• Draw branches from the central problem to related sub-problems or contributing factors.
• Add more branches to represent potential solutions or further ideas.

Mind mapping allows you to visually see connections between ideas and promotes creativity in problem-solving.

Examples of Problem Solving in Various Contexts

In the business world, you might encounter problems related to finances, operations, or communication. Applying problem-solving skills in these situations could look like:

• Identifying areas of improvement in your company’s financial performance and implementing cost-saving measures
• Resolving internal conflicts among team members by listening and understanding different perspectives, then proposing and negotiating solutions
• Streamlining a process for better productivity by removing redundancies, automating tasks, or re-allocating resources

In educational contexts, problem-solving can be seen in various aspects, such as:

• Addressing a gap in students’ understanding by employing diverse teaching methods to cater to different learning styles
• Developing a strategy for successful time management to balance academic responsibilities and extracurricular activities
• Seeking resources and support to provide equal opportunities for learners with special needs or disabilities

Everyday life is full of challenges that require problem-solving skills. Some examples include:

• Overcoming a personal obstacle, such as improving your fitness level, by establishing achievable goals, measuring progress, and adjusting your approach accordingly
• Navigating a new environment or city by researching your surroundings, asking for directions, or using technology like GPS to guide you
• Dealing with a sudden change, like a change in your work schedule, by assessing the situation, identifying potential impacts, and adapting your plans to accommodate the change.
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14 Major Tech Issues — and the Innovations That Will Resolve Them

Members of the Young Entrepreneur Council discuss some of the past year’s most pressing technology concerns and how we should address them.

The past year has seen unprecedented challenges to public-health systems and the global economy. Many facets of daily life and work have moved into the digital realm, and the shift has highlighted some underlying business technology issues that are getting in the way of productivity, communication and security.

As successful business leaders, the members of the  Young Entrepreneur Council understand how important it is to have functional, up-to-date technology. That ’ s why we asked a panel of them to share what they view as the biggest business tech problem of the past year. Here are the issues they ’ re concerned about and the innovations they believe will help solve them.

Current Major Technology Issues

• Need For Strong Digital Conference Platforms
• Remote Internet Speed and Connections
• Phishing and Data Privacy Issues
• Deepfake Content
• Too Much Focus on Automation
• Data Mixups Due to AI Implementation
• Poor User Experience

1. Employee Productivity Measurement

As most companies switched to 100 percent remote almost overnight, many realized that they lacked an efficient way to measure employee productivity. Technology with “ user productivity reports ”  has become invaluable. Without being able to “ see ”  an employee in the workplace, companies must find technology that helps them to track and report how productive employees are at home. — Bill Mulholland , ARC Relocation

2. Digital Industry Conference Platforms

Nothing beats in-person communication when it comes to business development. In the past, industry conferences were king. Today, though, the move to remote conferences really leaves a lot to be desired and transforms the largely intangible value derived from attending into something that is purely informational. A new form or platform for industry conferences is sorely needed. — Nick Reese , Elder Guide

3. Remote Internet Speed and Equipment

With a sudden shift to most employees working remotely, corporations need to boost at-home internet speed and capacity for employees that didn ’ t previously have the requirements to produce work adequately. Companies need to invest in new technologies like 5G and ensure they are supported at home. — Matthew Podolsky , Florida Law Advisers, P.A.

4. Too Much Focus on Automation

Yes, automation and multi-platform management might be ideal for big-name brands and companies, but for small site owners and businesses, it ’ s just overkill. Way too many people are overcomplicating things. Stick to your business model and what works without trying to overload the process. — Zac Johnson , Blogger

5. Phishing Sites

There are many examples of phishing site victims. Last year, I realized the importance of good pop-up blockers for your laptop and mobile devices. It is so scary to be directed to a website that you don ’ t know or to even pay to get to sites that actually don ’t  exist. Come up with better pop-up blockers if possible. — Daisy Jing , Banish

6. Data Privacy

I think data privacy is still one of the biggest business tech issues around. Blockchain technology can solve this problem. We need more and more businesses to understand that blockchains don’t just serve digital currencies, they also protect people’s privacy. We also need Amazon, Facebook, Google, etc. to understand that personal data belongs in the hands of the individual. — Amine Rahal , IronMonk Solutions

7. Mobile Security

Mobile security is a big issue because we rely so much on mobile internet access today. We need to be more aware of how these networks can be compromised and how to protect them. Whether it ’ s the IoT devices helping deliver data wirelessly to companies or people using apps on their smartphones, we need to become more aware of our mobile cybersecurity and how to protect our data. — Josh Kohlbach , Wholesale Suite

8. Deepfake Content

More and more people are embracing deepfake content, which is content created to look real but isn ’ t. Using AI, people can edit videos to look like someone did something they didn ’ t do and vice versa, which hurts authenticity and makes people question what ’ s real. Lawmakers need to take this issue seriously and create ways to stop people from doing this. — Jared Atchison , WPForms

9. Poor User Experience

I ’ ve noticed some brands struggling with building a seamless user experience. There are so many themes, plugins and changes people can make to their site that it can be overwhelming. As a result, the business owner eventually builds something they like, but sacrifices UX in the process. I suspect that we will see more businesses using customer feedback to make design changes. — John Brackett , Smash Balloon LLC

10. Cybersecurity Threats

Cybersecurity threats are more prevalent than ever before with increased digital activities. This has drawn many hackers, who are becoming more sophisticated and are targeting many more businesses. Vital Information, such as trade secrets, price-sensitive information, HR records, and many others are more vulnerable. Strengthening cybersecurity laws can maintain equilibrium. — Vikas Agrawal , Infobrandz

11. Data Backup and Recovery

As a company, you ’ ll store and keep lots of data crucial to keeping business moving forward. A huge tech issue that businesses face is their backup recovery process when their system goes down. If anything happens, you need access to your information. Backing up your data is crucial to ensure your brand isn ’ t at a standstill. Your IT department should have a backup plan in case anything happens. — Stephanie Wells , Formidable Forms

12. Multiple Ad and Marketing Platforms

A major issue that marketers are dealing with is having to use multiple advertising and marketing platforms, with each one handling a different activity. It can overload a website and is quite expensive. We ’ re already seeing AdTech and MarTech coming together as MAdTech. Businesses need to keep an eye on this convergence of technologies and adopt new platforms that support it. — Syed Balkhi , WPBeginner

13. Location-Based Innovation

The concentration of tech companies in places like Seattle and San Francisco has led to a quick rise in living costs in these cities. Income isn ’ t catching up, and there ’ s stress on public infrastructure. Poor internet services in rural areas also exacerbate this issue. Innovation should be decentralized. — Samuel Thimothy , OneIMS

14. Artificial Intelligence Implementation

Businesses, especially those in the tech industry, are having trouble implementing AI. If you ’ ve used and improved upon your AI over the years, you ’ re likely having an easier time adjusting. But new online businesses test multiple AI programs at once and it ’ s causing communication and data mix-ups. As businesses settle with specific programs and learn what works for them, we will see improvements. — Chris Christoff , MonsterInsights

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What Is Problem Solving? How Software Engineers Approach Complex Challenges

From debugging an existing system to designing an entirely new software application, a day in the life of a software engineer is filled with various challenges and complexities. The one skill that glues these disparate tasks together and makes them manageable? Problem solving . 

Throughout this blog post, we’ll explore why problem-solving skills are so critical for software engineers, delve into the techniques they use to address complex challenges, and discuss how hiring managers can identify these skills during the hiring process. 

What Is Problem Solving?

But what exactly is problem solving in the context of software engineering? How does it work, and why is it so important?

Problem solving, in the simplest terms, is the process of identifying a problem, analyzing it, and finding the most effective solution to overcome it. For software engineers, this process is deeply embedded in their daily workflow. It could be something as simple as figuring out why a piece of code isn’t working as expected, or something as complex as designing the architecture for a new software system. 

In a world where technology is evolving at a blistering pace, the complexity and volume of problems that software engineers face are also growing. As such, the ability to tackle these issues head-on and find innovative solutions is not only a handy skill — it’s a necessity. 

The Importance of Problem-Solving Skills for Software Engineers

Problem-solving isn’t just another ability that software engineers pull out of their toolkits when they encounter a bug or a system failure. It’s a constant, ongoing process that’s intrinsic to every aspect of their work. Let’s break down why this skill is so critical.

Driving Development Forward

Without problem solving, software development would hit a standstill. Every new feature, every optimization, and every bug fix is a problem that needs solving. Whether it’s a performance issue that needs diagnosing or a user interface that needs improving, the capacity to tackle and solve these problems is what keeps the wheels of development turning.

It’s estimated that 60% of software development lifecycle costs are related to maintenance tasks, including debugging and problem solving. This highlights how pivotal this skill is to the everyday functioning and advancement of software systems.

Innovation and Optimization

The importance of problem solving isn’t confined to reactive scenarios; it also plays a major role in proactive, innovative initiatives . Software engineers often need to think outside the box to come up with creative solutions, whether it’s optimizing an algorithm to run faster or designing a new feature to meet customer needs. These are all forms of problem solving.

Consider the development of the modern smartphone. It wasn’t born out of a pre-existing issue but was a solution to a problem people didn’t realize they had — a device that combined communication, entertainment, and productivity into one handheld tool.

Increasing Efficiency and Productivity

Good problem-solving skills can save a lot of time and resources. Effective problem-solvers are adept at dissecting an issue to understand its root cause, thus reducing the time spent on trial and error. This efficiency means projects move faster, releases happen sooner, and businesses stay ahead of their competition.

Improving Software Quality

Problem solving also plays a significant role in enhancing the quality of the end product. By tackling the root causes of bugs and system failures, software engineers can deliver reliable, high-performing software. This is critical because, according to the Consortium for Information and Software Quality, poor quality software in the U.S. in 2022 cost at least $2.41 trillion in operational issues, wasted developer time, and other related problems.

Problem-Solving Techniques in Software Engineering

So how do software engineers go about tackling these complex challenges? Let’s explore some of the key problem-solving techniques, theories, and processes they commonly use.

Decomposition

Breaking down a problem into smaller, manageable parts is one of the first steps in the problem-solving process. It’s like dealing with a complicated puzzle. You don’t try to solve it all at once. Instead, you separate the pieces, group them based on similarities, and then start working on the smaller sets. This method allows software engineers to handle complex issues without being overwhelmed and makes it easier to identify where things might be going wrong.

Abstraction

In the realm of software engineering, abstraction means focusing on the necessary information only and ignoring irrelevant details. It is a way of simplifying complex systems to make them easier to understand and manage. For instance, a software engineer might ignore the details of how a database works to focus on the information it holds and how to retrieve or modify that information.

Algorithmic Thinking

At its core, software engineering is about creating algorithms — step-by-step procedures to solve a problem or accomplish a goal. Algorithmic thinking involves conceiving and expressing these procedures clearly and accurately and viewing every problem through an algorithmic lens. A well-designed algorithm not only solves the problem at hand but also does so efficiently, saving computational resources.

Parallel Thinking

Parallel thinking is a structured process where team members think in the same direction at the same time, allowing for more organized discussion and collaboration. It’s an approach popularized by Edward de Bono with the “ Six Thinking Hats ” technique, where each “hat” represents a different style of thinking.

In the context of software engineering, parallel thinking can be highly effective for problem solving. For instance, when dealing with a complex issue, the team can use the “White Hat” to focus solely on the data and facts about the problem, then the “Black Hat” to consider potential problems with a proposed solution, and so on. This structured approach can lead to more comprehensive analysis and more effective solutions, and it ensures that everyone’s perspectives are considered.

This is the process of identifying and fixing errors in code . Debugging involves carefully reviewing the code, reproducing and analyzing the error, and then making necessary modifications to rectify the problem. It’s a key part of maintaining and improving software quality.

Testing and Validation

Testing is an essential part of problem solving in software engineering. Engineers use a variety of tests to verify that their code works as expected and to uncover any potential issues. These range from unit tests that check individual components of the code to integration tests that ensure the pieces work well together. Validation, on the other hand, ensures that the solution not only works but also fulfills the intended requirements and objectives.

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Evaluating Problem-Solving Skills

We’ve examined the importance of problem-solving in the work of a software engineer and explored various techniques software engineers employ to approach complex challenges. Now, let’s delve into how hiring teams can identify and evaluate problem-solving skills during the hiring process.

Recognizing Problem-Solving Skills in Candidates

How can you tell if a candidate is a good problem solver? Look for these indicators:

• Previous Experience: A history of dealing with complex, challenging projects is often a good sign. Ask the candidate to discuss a difficult problem they faced in a previous role and how they solved it.
• Problem-Solving Questions: During interviews, pose hypothetical scenarios or present real problems your company has faced. Ask candidates to explain how they would tackle these issues. You’re not just looking for a correct solution but the thought process that led them there.
• Technical Tests: Coding challenges and other technical tests can provide insight into a candidate’s problem-solving abilities. Consider leveraging a platform for assessing these skills in a realistic, job-related context.

Assessing Problem-Solving Skills

Once you’ve identified potential problem solvers, here are a few ways you can assess their skills:

• Solution Effectiveness: Did the candidate solve the problem? How efficient and effective is their solution?
• Approach and Process: Go beyond whether or not they solved the problem and examine how they arrived at their solution. Did they break the problem down into manageable parts? Did they consider different perspectives and possibilities?
• Communication: A good problem solver can explain their thought process clearly. Can the candidate effectively communicate how they arrived at their solution and why they chose it?
• Adaptability: Problem-solving often involves a degree of trial and error. How does the candidate handle roadblocks? Do they adapt their approach based on new information or feedback?

Hiring managers play a crucial role in identifying and fostering problem-solving skills within their teams. By focusing on these abilities during the hiring process, companies can build teams that are more capable, innovative, and resilient.

Key Takeaways

As you can see, problem solving plays a pivotal role in software engineering. Far from being an occasional requirement, it is the lifeblood that drives development forward, catalyzes innovation, and delivers of quality software. 

By leveraging problem-solving techniques, software engineers employ a powerful suite of strategies to overcome complex challenges. But mastering these techniques isn’t simple feat. It requires a learning mindset, regular practice, collaboration, reflective thinking, resilience, and a commitment to staying updated with industry trends. 

For hiring managers and team leads, recognizing these skills and fostering a culture that values and nurtures problem solving is key. It’s this emphasis on problem solving that can differentiate an average team from a high-performing one and an ordinary product from an industry-leading one.

At the end of the day, software engineering is fundamentally about solving problems — problems that matter to businesses, to users, and to the wider society. And it’s the proficient problem solvers who stand at the forefront of this dynamic field, turning challenges into opportunities, and ideas into reality.

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40 problem-solving techniques and processes

All teams and organizations encounter challenges. Approaching those challenges without a structured problem solving process can end up making things worse.

Proven problem solving techniques such as those outlined below can guide your group through a process of identifying problems and challenges , ideating on possible solutions , and then evaluating and implementing the most suitable .

In this post, you'll find problem-solving tools you can use to develop effective solutions. You'll also find some tips for facilitating the problem solving process and solving complex problems.

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What is problem solving?

Problem solving is a process of finding and implementing a solution to a challenge or obstacle. In most contexts, this means going through a problem solving process that begins with identifying the issue, exploring its root causes, ideating and refining possible solutions before implementing and measuring the impact of that solution.

For simple or small problems, it can be tempting to skip straight to implementing what you believe is the right solution. The danger with this approach is that without exploring the true causes of the issue, it might just occur again or your chosen solution may cause other issues.

Particularly in the world of work, good problem solving means using data to back up each step of the process, bringing in new perspectives and effectively measuring the impact of your solution.

Effective problem solving can help ensure that your team or organization is well positioned to overcome challenges, be resilient to change and create innovation. In my experience, problem solving is a combination of skillset, mindset and process, and it’s especially vital for leaders to cultivate this skill.

What is the seven step problem solving process?

A problem solving process is a step-by-step framework from going from discovering a problem all the way through to implementing a solution.

With practice, this framework can become intuitive, and innovative companies tend to have a consistent and ongoing ability to discover and tackle challenges when they come up.

You might see everything from a four step problem solving process through to seven steps. While all these processes cover roughly the same ground, I’ve found a seven step problem solving process is helpful for making all key steps legible.

We’ll outline that process here and then follow with techniques you can use to explore and work on that step of the problem solving process with a group.

The seven-step problem solving process is:

1. Problem identification 

The first stage of any problem solving process is to identify the problem(s) you need to solve. This often looks like using group discussions and activities to help a group surface and effectively articulate the challenges they’re facing and wish to resolve.

Be sure to align with your team on the exact definition and nature of the problem you’re solving. An effective process is one where everyone is pulling in the same direction – ensure clarity and alignment now to help avoid misunderstandings later.

2. Problem analysis and refinement

The process of problem analysis means ensuring that the problem you are seeking to solve is  the   right problem . Choosing the right problem to solve means you are on the right path to creating the right solution.

At this stage, you may look deeper at the problem you identified to try and discover the root cause at the level of people or process. You may also spend some time sourcing data, consulting relevant parties and creating and refining a problem statement.

Problem refinement means adjusting scope or focus of the problem you will be aiming to solve based on what comes up during your analysis. As you analyze data sources, you might discover that the root cause means you need to adjust your problem statement. Alternatively, you might find that your original problem statement is too big to be meaningful approached within your current project.

Remember that the goal of any problem refinement is to help set the stage for effective solution development and deployment. Set the right focus and get buy-in from your team here and you’ll be well positioned to move forward with confidence.

3. Solution generation

Once your group has nailed down the particulars of the problem you wish to solve, you want to encourage a free flow of ideas connecting to solving that problem. This can take the form of problem solving games that encourage creative thinking or techniquess designed to produce working prototypes of possible solutions. 

The key to ensuring the success of this stage of the problem solving process is to encourage quick, creative thinking and create an open space where all ideas are considered. The best solutions can often come from unlikely places and by using problem solving techniques that celebrate invention, you might come up with solution gold. 

4. Solution development

No solution is perfect right out of the gate. It’s important to discuss and develop the solutions your group has come up with over the course of following the previous problem solving steps in order to arrive at the best possible solution. Problem solving games used in this stage involve lots of critical thinking, measuring potential effort and impact, and looking at possible solutions analytically. 

During this stage, you will often ask your team to iterate and improve upon your front-running solutions and develop them further. Remember that problem solving strategies always benefit from a multitude of voices and opinions, and not to let ego get involved when it comes to choosing which solutions to develop and take further.

Finding the best solution is the goal of all problem solving workshops and here is the place to ensure that your solution is well thought out, sufficiently robust and fit for purpose. 

5. Decision making and planning

Nearly there! Once you’ve got a set of possible, you’ll need to make a decision on which to implement. This can be a consensus-based group decision or it might be for a leader or major stakeholder to decide. You’ll find a set of effective decision making methods below.

Once your group has reached consensus and selected a solution, there are some additional actions that also need to be decided upon. You’ll want to work on allocating ownership of the project, figure out who will do what, how the success of the solution will be measured and decide the next course of action.

Set clear accountabilities, actions, timeframes, and follow-ups for your chosen solution. Make these decisions and set clear next-steps in the problem solving workshop so that everyone is aligned and you can move forward effectively as a group. 

Ensuring that you plan for the roll-out of a solution is one of the most important problem solving steps. Without adequate planning or oversight, it can prove impossible to measure success or iterate further if the problem was not solved. 

6. Solution implementation 

This is what we were waiting for! All problem solving processes have the end goal of implementing an effective and impactful solution that your group has confidence in.

Project management and communication skills are key here – your solution may need to adjust when out in the wild or you might discover new challenges along the way. For some solutions, you might also implement a test with a small group and monitor results before rolling it out to an entire company.

You should have a clear owner for your solution who will oversee the plans you made together and help ensure they’re put into place. This person will often coordinate the implementation team and set-up processes to measure the efficacy of your solution too.

7. Solution evaluation 

So you and your team developed a great solution to a problem and have a gut feeling it’s been solved. Work done, right? Wrong. All problem solving strategies benefit from evaluation, consideration, and feedback.

You might find that the solution does not work for everyone, might create new problems, or is potentially so successful that you will want to roll it out to larger teams or as part of other initiatives. 

None of that is possible without taking the time to evaluate the success of the solution you developed in your problem solving model and adjust if necessary.

Remember that the problem solving process is often iterative and it can be common to not solve complex issues on the first try. Even when this is the case, you and your team will have generated learning that will be important for future problem solving workshops or in other parts of the organization. 

It’s also worth underlining how important record keeping is throughout the problem solving process. If a solution didn’t work, you need to have the data and records to see why that was the case. If you go back to the drawing board, notes from the previous workshop can help save time.

What does an effective problem solving process look like?

Every effective problem solving process begins with an agenda . In our experience, a well-structured problem solving workshop is one of the best methods for successfully guiding a group from exploring a problem to implementing a solution.

The format of a workshop ensures that you can get buy-in from your group, encourage free-thinking and solution exploration before making a decision on what to implement following the session.

This Design Sprint 2.0 template is an effective problem solving process from top agency AJ&Smart. It’s a great format for the entire problem solving process, with four-days of workshops designed to surface issues, explore solutions and even test a solution.

Check it for an example of how you might structure and run a problem solving process and feel free to copy and adjust it your needs!

For a shorter process you can run in a single afternoon, this remote problem solving agenda will guide you effectively in just a couple of hours.

Whatever the length of your workshop, by using SessionLab, it’s easy to go from an idea to a complete agenda . Start by dragging and dropping your core problem solving activities into place . Add timings, breaks and necessary materials before sharing your agenda with your colleagues.

The resulting agenda will be your guide to an effective and productive problem solving session that will also help you stay organized on the day!

Complete problem-solving methods

In this section, we’ll look at in-depth problem-solving methods that provide a complete end-to-end process for developing effective solutions. These will help guide your team from the discovery and definition of a problem through to delivering the right solution.

If you’re looking for an all-encompassing method or problem-solving model, these processes are a great place to start. They’ll ask your team to challenge preconceived ideas and adopt a mindset for solving problems more effectively.

Six Thinking Hats

Individual approaches to solving a problem can be very different based on what team or role an individual holds. It can be easy for existing biases or perspectives to find their way into the mix, or for internal politics to direct a conversation.

Six Thinking Hats is a classic method for identifying the problems that need to be solved and enables your team to consider them from different angles, whether that is by focusing on facts and data, creative solutions, or by considering why a particular solution might not work.

Like all problem-solving frameworks, Six Thinking Hats is effective at helping teams remove roadblocks from a conversation or discussion and come to terms with all the aspects necessary to solve complex problems.

The Six Thinking Hats   #creative thinking   #meeting facilitation   #problem solving   #issue resolution   #idea generation   #conflict resolution   The Six Thinking Hats are used by individuals and groups to separate out conflicting styles of thinking. They enable and encourage a group of people to think constructively together in exploring and implementing change, rather than using argument to fight over who is right and who is wrong.

Lightning Decision Jam

Featured courtesy of Jonathan Courtney of AJ&Smart Berlin, Lightning Decision Jam is one of those strategies that should be in every facilitation toolbox. Exploring problems and finding solutions is often creative in nature, though as with any creative process, there is the potential to lose focus and get lost.

Unstructured discussions might get you there in the end, but it’s much more effective to use a method that creates a clear process and team focus.

In Lightning Decision Jam, participants are invited to begin by writing challenges, concerns, or mistakes on post-its without discussing them before then being invited by the moderator to present them to the group.

From there, the team vote on which problems to solve and are guided through steps that will allow them to reframe those problems, create solutions and then decide what to execute on. 

By deciding the problems that need to be solved as a team before moving on, this group process is great for ensuring the whole team is aligned and can take ownership over the next stages. 

Lightning Decision Jam (LDJ)   #action   #decision making   #problem solving   #issue analysis   #innovation   #design   #remote-friendly   It doesn’t matter where you work and what your job role is, if you work with other people together as a team, you will always encounter the same challenges: Unclear goals and miscommunication that cause busy work and overtime Unstructured meetings that leave attendants tired, confused and without clear outcomes. Frustration builds up because internal challenges to productivity are not addressed Sudden changes in priorities lead to a loss of focus and momentum Muddled compromise takes the place of clear decision- making, leaving everybody to come up with their own interpretation. In short, a lack of structure leads to a waste of time and effort, projects that drag on for too long and frustrated, burnt out teams. AJ&Smart has worked with some of the most innovative, productive companies in the world. What sets their teams apart from others is not better tools, bigger talent or more beautiful offices. The secret sauce to becoming a more productive, more creative and happier team is simple: Replace all open discussion or brainstorming with a structured process that leads to more ideas, clearer decisions and better outcomes. When a good process provides guardrails and a clear path to follow, it becomes easier to come up with ideas, make decisions and solve problems. This is why AJ&Smart created Lightning Decision Jam (LDJ). It’s a simple and short, but powerful group exercise that can be run either in-person, in the same room, or remotely with distributed teams.

Problem Definition Process

While problems can be complex, the problem-solving methods you use to identify and solve those problems can often be simple in design. 

By taking the time to truly identify and define a problem before asking the group to reframe the challenge as an opportunity, this method is a great way to enable change.

Begin by identifying a focus question and exploring the ways in which it manifests before splitting into five teams who will each consider the problem using a different method: escape, reversal, exaggeration, distortion or wishful. Teams develop a problem objective and create ideas in line with their method before then feeding them back to the group.

This method is great for enabling in-depth discussions while also creating space for finding creative solutions too!

Problem Definition   #problem solving   #idea generation   #creativity   #online   #remote-friendly   A problem solving technique to define a problem, challenge or opportunity and to generate ideas.

The 5 Whys 

Sometimes, a group needs to go further with their strategies and analyze the root cause at the heart of organizational issues. An RCA or root cause analysis is the process of identifying what is at the heart of business problems or recurring challenges. 

The 5 Whys is a simple and effective method of helping a group go find the root cause of any problem or challenge and conduct analysis that will deliver results. 

By beginning with the creation of a problem statement and going through five stages to refine it, The 5 Whys provides everything you need to truly discover the cause of an issue.

The 5 Whys   #hyperisland   #innovation   This simple and powerful method is useful for getting to the core of a problem or challenge. As the title suggests, the group defines a problems, then asks the question “why” five times, often using the resulting explanation as a starting point for creative problem solving.

World Cafe is a simple but powerful facilitation technique to help bigger groups to focus their energy and attention on solving complex problems.

World Cafe enables this approach by creating a relaxed atmosphere where participants are able to self-organize and explore topics relevant and important to them which are themed around a central problem-solving purpose. Create the right atmosphere by modeling your space after a cafe and after guiding the group through the method, let them take the lead!

Making problem-solving a part of your organization’s culture in the long term can be a difficult undertaking. More approachable formats like World Cafe can be especially effective in bringing people unfamiliar with workshops into the fold. 

World Cafe   #hyperisland   #innovation   #issue analysis   World Café is a simple yet powerful method, originated by Juanita Brown, for enabling meaningful conversations driven completely by participants and the topics that are relevant and important to them. Facilitators create a cafe-style space and provide simple guidelines. Participants then self-organize and explore a set of relevant topics or questions for conversation.

Discovery & Action Dialogue (DAD)

One of the best approaches is to create a safe space for a group to share and discover practices and behaviors that can help them find their own solutions.

With DAD, you can help a group choose which problems they wish to solve and which approaches they will take to do so. It’s great at helping remove resistance to change and can help get buy-in at every level too!

This process of enabling frontline ownership is great in ensuring follow-through and is one of the methods you will want in your toolbox as a facilitator.

Discovery & Action Dialogue (DAD)   #idea generation   #liberating structures   #action   #issue analysis   #remote-friendly   DADs make it easy for a group or community to discover practices and behaviors that enable some individuals (without access to special resources and facing the same constraints) to find better solutions than their peers to common problems. These are called positive deviant (PD) behaviors and practices. DADs make it possible for people in the group, unit, or community to discover by themselves these PD practices. DADs also create favorable conditions for stimulating participants’ creativity in spaces where they can feel safe to invent new and more effective practices. Resistance to change evaporates as participants are unleashed to choose freely which practices they will adopt or try and which problems they will tackle. DADs make it possible to achieve frontline ownership of solutions.

Design Sprint 2.0

Want to see how a team can solve big problems and move forward with prototyping and testing solutions in a few days? The Design Sprint 2.0 template from Jake Knapp, author of Sprint, is a complete agenda for a with proven results.

Developing the right agenda can involve difficult but necessary planning. Ensuring all the correct steps are followed can also be stressful or time-consuming depending on your level of experience.

Use this complete 4-day workshop template if you are finding there is no obvious solution to your challenge and want to focus your team around a specific problem that might require a shortcut to launching a minimum viable product or waiting for the organization-wide implementation of a solution.

Open space technology

Open space technology- developed by Harrison Owen – creates a space where large groups are invited to take ownership of their problem solving and lead individual sessions. Open space technology is a great format when you have a great deal of expertise and insight in the room and want to allow for different takes and approaches on a particular theme or problem you need to be solved.

Start by bringing your participants together to align around a central theme and focus their efforts. Explain the ground rules to help guide the problem-solving process and then invite members to identify any issue connecting to the central theme that they are interested in and are prepared to take responsibility for.

Once participants have decided on their approach to the core theme, they write their issue on a piece of paper, announce it to the group, pick a session time and place, and post the paper on the wall. As the wall fills up with sessions, the group is then invited to join the sessions that interest them the most and which they can contribute to, then you’re ready to begin!

Everyone joins the problem-solving group they’ve signed up to, record the discussion and if appropriate, findings can then be shared with the rest of the group afterward.

Open Space Technology   #action plan   #idea generation   #problem solving   #issue analysis   #large group   #online   #remote-friendly   Open Space is a methodology for large groups to create their agenda discerning important topics for discussion, suitable for conferences, community gatherings and whole system facilitation

Techniques to identify and analyze problems

Using a problem-solving method to help a team identify and analyze a problem can be a quick and effective addition to any workshop or meeting.

While further actions are always necessary, you can generate momentum and alignment easily, and these activities are a great place to get started.

We’ve put together this list of techniques to help you and your team with problem identification, analysis, and discussion that sets the foundation for developing effective solutions.

Let’s take a look!

Fishbone Analysis

Organizational or team challenges are rarely simple, and it’s important to remember that one problem can be an indication of something that goes deeper and may require further consideration to be solved.

Fishbone Analysis helps groups to dig deeper and understand the origins of a problem. It’s a great example of a root cause analysis method that is simple for everyone on a team to get their head around. 

Participants in this activity are asked to annotate a diagram of a fish, first adding the problem or issue to be worked on at the head of a fish before then brainstorming the root causes of the problem and adding them as bones on the fish. 

Using abstractions such as a diagram of a fish can really help a team break out of their regular thinking and develop a creative approach.

Fishbone Analysis   #problem solving   ##root cause analysis   #decision making   #online facilitation   A process to help identify and understand the origins of problems, issues or observations.

Problem Tree 

Encouraging visual thinking can be an essential part of many strategies. By simply reframing and clarifying problems, a group can move towards developing a problem solving model that works for them. 

In Problem Tree, groups are asked to first brainstorm a list of problems – these can be design problems, team problems or larger business problems – and then organize them into a hierarchy. The hierarchy could be from most important to least important or abstract to practical, though the key thing with problem solving games that involve this aspect is that your group has some way of managing and sorting all the issues that are raised.

Once you have a list of problems that need to be solved and have organized them accordingly, you’re then well-positioned for the next problem solving steps.

Problem tree   #define intentions   #create   #design   #issue analysis   A problem tree is a tool to clarify the hierarchy of problems addressed by the team within a design project; it represents high level problems or related sublevel problems.

SWOT Analysis

Chances are you’ve heard of the SWOT Analysis before. This problem-solving method focuses on identifying strengths, weaknesses, opportunities, and threats is a tried and tested method for both individuals and teams.

Start by creating a desired end state or outcome and bare this in mind – any process solving model is made more effective by knowing what you are moving towards. Create a quadrant made up of the four categories of a SWOT analysis and ask participants to generate ideas based on each of those quadrants.

Once you have those ideas assembled in their quadrants, cluster them together based on their affinity with other ideas. These clusters are then used to facilitate group conversations and move things forward. 

SWOT analysis   #gamestorming   #problem solving   #action   #meeting facilitation   The SWOT Analysis is a long-standing technique of looking at what we have, with respect to the desired end state, as well as what we could improve on. It gives us an opportunity to gauge approaching opportunities and dangers, and assess the seriousness of the conditions that affect our future. When we understand those conditions, we can influence what comes next.

Agreement-Certainty Matrix

Not every problem-solving approach is right for every challenge, and deciding on the right method for the challenge at hand is a key part of being an effective team.

The Agreement Certainty matrix helps teams align on the nature of the challenges facing them. By sorting problems from simple to chaotic, your team can understand what methods are suitable for each problem and what they can do to ensure effective results. 

If you are already using Liberating Structures techniques as part of your problem-solving strategy, the Agreement-Certainty Matrix can be an invaluable addition to your process. We’ve found it particularly if you are having issues with recurring problems in your organization and want to go deeper in understanding the root cause. 

Agreement-Certainty Matrix   #issue analysis   #liberating structures   #problem solving   You can help individuals or groups avoid the frequent mistake of trying to solve a problem with methods that are not adapted to the nature of their challenge. The combination of two questions makes it possible to easily sort challenges into four categories: simple, complicated, complex , and chaotic .  A problem is simple when it can be solved reliably with practices that are easy to duplicate.  It is complicated when experts are required to devise a sophisticated solution that will yield the desired results predictably.  A problem is complex when there are several valid ways to proceed but outcomes are not predictable in detail.  Chaotic is when the context is too turbulent to identify a path forward.  A loose analogy may be used to describe these differences: simple is like following a recipe, complicated like sending a rocket to the moon, complex like raising a child, and chaotic is like the game “Pin the Tail on the Donkey.”  The Liberating Structures Matching Matrix in Chapter 5 can be used as the first step to clarify the nature of a challenge and avoid the mismatches between problems and solutions that are frequently at the root of chronic, recurring problems.

Organizing and charting a team’s progress can be important in ensuring its success. SQUID (Sequential Question and Insight Diagram) is a great model that allows a team to effectively switch between giving questions and answers and develop the skills they need to stay on track throughout the process. 

Begin with two different colored sticky notes – one for questions and one for answers – and with your central topic (the head of the squid) on the board. Ask the group to first come up with a series of questions connected to their best guess of how to approach the topic. Ask the group to come up with answers to those questions, fix them to the board and connect them with a line. After some discussion, go back to question mode by responding to the generated answers or other points on the board.

It’s rewarding to see a diagram grow throughout the exercise, and a completed SQUID can provide a visual resource for future effort and as an example for other teams.

SQUID   #gamestorming   #project planning   #issue analysis   #problem solving   When exploring an information space, it’s important for a group to know where they are at any given time. By using SQUID, a group charts out the territory as they go and can navigate accordingly. SQUID stands for Sequential Question and Insight Diagram.

To continue with our nautical theme, Speed Boat is a short and sweet activity that can help a team quickly identify what employees, clients or service users might have a problem with and analyze what might be standing in the way of achieving a solution.

Methods that allow for a group to make observations, have insights and obtain those eureka moments quickly are invaluable when trying to solve complex problems.

In Speed Boat, the approach is to first consider what anchors and challenges might be holding an organization (or boat) back. Bonus points if you are able to identify any sharks in the water and develop ideas that can also deal with competitors!   

Speed Boat   #gamestorming   #problem solving   #action   Speedboat is a short and sweet way to identify what your employees or clients don’t like about your product/service or what’s standing in the way of a desired goal.

The Journalistic Six

Some of the most effective ways of solving problems is by encouraging teams to be more inclusive and diverse in their thinking.

Based on the six key questions journalism students are taught to answer in articles and news stories, The Journalistic Six helps create teams to see the whole picture. By using who, what, when, where, why, and how to facilitate the conversation and encourage creative thinking, your team can make sure that the problem identification and problem analysis stages of the are covered exhaustively and thoughtfully. Reporter’s notebook and dictaphone optional.

The Journalistic Six – Who What When Where Why How   #idea generation   #issue analysis   #problem solving   #online   #creative thinking   #remote-friendly   A questioning method for generating, explaining, investigating ideas.

Individual and group perspectives are incredibly important, but what happens if people are set in their minds and need a change of perspective in order to approach a problem more effectively?

Flip It is a method we love because it is both simple to understand and run, and allows groups to understand how their perspectives and biases are formed. 

Participants in Flip It are first invited to consider concerns, issues, or problems from a perspective of fear and write them on a flip chart. Then, the group is asked to consider those same issues from a perspective of hope and flip their understanding.  

No problem and solution is free from existing bias and by changing perspectives with Flip It, you can then develop a problem solving model quickly and effectively.

Flip It!   #gamestorming   #problem solving   #action   Often, a change in a problem or situation comes simply from a change in our perspectives. Flip It! is a quick game designed to show players that perspectives are made, not born.

LEGO Challenge

Now for an activity that is a little out of the (toy) box. LEGO Serious Play is a facilitation methodology that can be used to improve creative thinking and problem-solving skills. 

The LEGO Challenge includes giving each member of the team an assignment that is hidden from the rest of the group while they create a structure without speaking.

What the LEGO challenge brings to the table is a fun working example of working with stakeholders who might not be on the same page to solve problems. Also, it’s LEGO! Who doesn’t love LEGO! 

LEGO Challenge   #hyperisland   #team   A team-building activity in which groups must work together to build a structure out of LEGO, but each individual has a secret “assignment” which makes the collaborative process more challenging. It emphasizes group communication, leadership dynamics, conflict, cooperation, patience and problem solving strategy.

What, So What, Now What?

If not carefully managed, the problem identification and problem analysis stages of the problem-solving process can actually create more problems and misunderstandings.

The What, So What, Now What? problem-solving activity is designed to help collect insights and move forward while also eliminating the possibility of disagreement when it comes to identifying, clarifying, and analyzing organizational or work problems. 

Facilitation is all about bringing groups together so that might work on a shared goal and the best problem-solving strategies ensure that teams are aligned in purpose, if not initially in opinion or insight.

Throughout the three steps of this game, you give everyone on a team to reflect on a problem by asking what happened, why it is important, and what actions should then be taken. 

This can be a great activity for bringing our individual perceptions about a problem or challenge and contextualizing it in a larger group setting. This is one of the most important problem-solving skills you can bring to your organization.

W³ – What, So What, Now What?   #issue analysis   #innovation   #liberating structures   You can help groups reflect on a shared experience in a way that builds understanding and spurs coordinated action while avoiding unproductive conflict. It is possible for every voice to be heard while simultaneously sifting for insights and shaping new direction. Progressing in stages makes this practical—from collecting facts about What Happened to making sense of these facts with So What and finally to what actions logically follow with Now What . The shared progression eliminates most of the misunderstandings that otherwise fuel disagreements about what to do. Voila!

Journalists  

Problem analysis can be one of the most important and decisive stages of all problem-solving tools. Sometimes, a team can become bogged down in the details and are unable to move forward.

Journalists is an activity that can avoid a group from getting stuck in the problem identification or problem analysis stages of the process.

In Journalists, the group is invited to draft the front page of a fictional newspaper and figure out what stories deserve to be on the cover and what headlines those stories will have. By reframing how your problems and challenges are approached, you can help a team move productively through the process and be better prepared for the steps to follow.

Journalists   #vision   #big picture   #issue analysis   #remote-friendly   This is an exercise to use when the group gets stuck in details and struggles to see the big picture. Also good for defining a vision.

Problem-solving techniques for brainstorming solutions

Now you have the context and background of the problem you are trying to solving, now comes the time to start ideating and thinking about how you’ll solve the issue.

Here, you’ll want to encourage creative, free thinking and speed. Get as many ideas out as possible and explore different perspectives so you have the raw material for the next step.

Looking at a problem from a new angle can be one of the most effective ways of creating an effective solution. TRIZ is a problem-solving tool that asks the group to consider what they must not do in order to solve a challenge.

By reversing the discussion, new topics and taboo subjects often emerge, allowing the group to think more deeply and create ideas that confront the status quo in a safe and meaningful way. If you’re working on a problem that you’ve tried to solve before, TRIZ is a great problem-solving method to help your team get unblocked.

Making Space with TRIZ   #issue analysis   #liberating structures   #issue resolution   You can clear space for innovation by helping a group let go of what it knows (but rarely admits) limits its success and by inviting creative destruction. TRIZ makes it possible to challenge sacred cows safely and encourages heretical thinking. The question “What must we stop doing to make progress on our deepest purpose?” induces seriously fun yet very courageous conversations. Since laughter often erupts, issues that are otherwise taboo get a chance to be aired and confronted. With creative destruction come opportunities for renewal as local action and innovation rush in to fill the vacuum. Whoosh!

Mindspin  

Brainstorming is part of the bread and butter of the problem-solving process and all problem-solving strategies benefit from getting ideas out and challenging a team to generate solutions quickly. 

With Mindspin, participants are encouraged not only to generate ideas but to do so under time constraints and by slamming down cards and passing them on. By doing multiple rounds, your team can begin with a free generation of possible solutions before moving on to developing those solutions and encouraging further ideation. 

This is one of our favorite problem-solving activities and can be great for keeping the energy up throughout the workshop. Remember the importance of helping people become engaged in the process – energizing problem-solving techniques like Mindspin can help ensure your team stays engaged and happy, even when the problems they’re coming together to solve are complex. 

MindSpin   #teampedia   #idea generation   #problem solving   #action   A fast and loud method to enhance brainstorming within a team. Since this activity has more than round ideas that are repetitive can be ruled out leaving more creative and innovative answers to the challenge.

The Creativity Dice

One of the most useful problem solving skills you can teach your team is of approaching challenges with creativity, flexibility, and openness. Games like The Creativity Dice allow teams to overcome the potential hurdle of too much linear thinking and approach the process with a sense of fun and speed. 

In The Creativity Dice, participants are organized around a topic and roll a dice to determine what they will work on for a period of 3 minutes at a time. They might roll a 3 and work on investigating factual information on the chosen topic. They might roll a 1 and work on identifying the specific goals, standards, or criteria for the session.

Encouraging rapid work and iteration while asking participants to be flexible are great skills to cultivate. Having a stage for idea incubation in this game is also important. Moments of pause can help ensure the ideas that are put forward are the most suitable. 

The Creativity Dice   #creativity   #problem solving   #thiagi   #issue analysis   Too much linear thinking is hazardous to creative problem solving. To be creative, you should approach the problem (or the opportunity) from different points of view. You should leave a thought hanging in mid-air and move to another. This skipping around prevents premature closure and lets your brain incubate one line of thought while you consciously pursue another.

Idea and Concept Development

Brainstorming without structure can quickly become chaotic or frustrating. In a problem-solving context, having an ideation framework to follow can help ensure your team is both creative and disciplined.

In this method, you’ll find an idea generation process that encourages your group to brainstorm effectively before developing their ideas and begin clustering them together. By using concepts such as Yes and…, more is more and postponing judgement, you can create the ideal conditions for brainstorming with ease.

Idea & Concept Development   #hyperisland   #innovation   #idea generation   Ideation and Concept Development is a process for groups to work creatively and collaboratively to generate creative ideas. It’s a general approach that can be adapted and customized to suit many different scenarios. It includes basic principles for idea generation and several steps for groups to work with. It also includes steps for idea selection and development.

Problem-solving techniques for developing and refining solutions 

The success of any problem-solving process can be measured by the solutions it produces. After you’ve defined the issue, explored existing ideas, and ideated, it’s time to develop and refine your ideas in order to bring them closer to a solution that actually solves the problem.

Use these problem-solving techniques when you want to help your team think through their ideas and refine them as part of your problem solving process.

Improved Solutions

After a team has successfully identified a problem and come up with a few solutions, it can be tempting to call the work of the problem-solving process complete. That said, the first solution is not necessarily the best, and by including a further review and reflection activity into your problem-solving model, you can ensure your group reaches the best possible result. 

One of a number of problem-solving games from Thiagi Group, Improved Solutions helps you go the extra mile and develop suggested solutions with close consideration and peer review. By supporting the discussion of several problems at once and by shifting team roles throughout, this problem-solving technique is a dynamic way of finding the best solution. 

Improved Solutions   #creativity   #thiagi   #problem solving   #action   #team   You can improve any solution by objectively reviewing its strengths and weaknesses and making suitable adjustments. In this creativity framegame, you improve the solutions to several problems. To maintain objective detachment, you deal with a different problem during each of six rounds and assume different roles (problem owner, consultant, basher, booster, enhancer, and evaluator) during each round. At the conclusion of the activity, each player ends up with two solutions to her problem.

Four Step Sketch

Creative thinking and visual ideation does not need to be confined to the opening stages of your problem-solving strategies. Exercises that include sketching and prototyping on paper can be effective at the solution finding and development stage of the process, and can be great for keeping a team engaged. 

By going from simple notes to a crazy 8s round that involves rapidly sketching 8 variations on their ideas before then producing a final solution sketch, the group is able to iterate quickly and visually. Problem-solving techniques like Four-Step Sketch are great if you have a group of different thinkers and want to change things up from a more textual or discussion-based approach.

Four-Step Sketch   #design sprint   #innovation   #idea generation   #remote-friendly   The four-step sketch is an exercise that helps people to create well-formed concepts through a structured process that includes: Review key information Start design work on paper,  Consider multiple variations , Create a detailed solution . This exercise is preceded by a set of other activities allowing the group to clarify the challenge they want to solve. See how the Four Step Sketch exercise fits into a Design Sprint

Ensuring that everyone in a group is able to contribute to a discussion is vital during any problem solving process. Not only does this ensure all bases are covered, but its then easier to get buy-in and accountability when people have been able to contribute to the process.

1-2-4-All is a tried and tested facilitation technique where participants are asked to first brainstorm on a topic on their own. Next, they discuss and share ideas in a pair before moving into a small group. Those groups are then asked to present the best idea from their discussion to the rest of the team.

This method can be used in many different contexts effectively, though I find it particularly shines in the idea development stage of the process. Giving each participant time to concretize their ideas and develop them in progressively larger groups can create a great space for both innovation and psychological safety.

1-2-4-All   #idea generation   #liberating structures   #issue analysis   With this facilitation technique you can immediately include everyone regardless of how large the group is. You can generate better ideas and more of them faster than ever before. You can tap the know-how and imagination that is distributed widely in places not known in advance. Open, generative conversation unfolds. Ideas and solutions are sifted in rapid fashion. Most importantly, participants own the ideas, so follow-up and implementation is simplified. No buy-in strategies needed! Simple and elegant!

15% Solutions

Some problems are simpler than others and with the right problem-solving activities, you can empower people to take immediate actions that can help create organizational change. 

Part of the liberating structures toolkit, 15% solutions is a problem-solving technique that focuses on finding and implementing solutions quickly. A process of iterating and making small changes quickly can help generate momentum and an appetite for solving complex problems.

Problem-solving strategies can live and die on whether people are onboard. Getting some quick wins is a great way of getting people behind the process.   

It can be extremely empowering for a team to realize that problem-solving techniques can be deployed quickly and easily and delineate between things they can positively impact and those things they cannot change. 

15% Solutions   #action   #liberating structures   #remote-friendly   You can reveal the actions, however small, that everyone can do immediately. At a minimum, these will create momentum, and that may make a BIG difference.  15% Solutions show that there is no reason to wait around, feel powerless, or fearful. They help people pick it up a level. They get individuals and the group to focus on what is within their discretion instead of what they cannot change.  With a very simple question, you can flip the conversation to what can be done and find solutions to big problems that are often distributed widely in places not known in advance. Shifting a few grains of sand may trigger a landslide and change the whole landscape.

Problem-solving techniques for making decisions and planning

After your group is happy with the possible solutions you’ve developed, now comes the time to choose which to implement. There’s more than one way to make a decision and the best option is often dependant on the needs and set-up of your group.

Sometimes, it’s the case that you’ll want to vote as a group on what is likely to be the most impactful solution. Other times, it might be down to a decision maker or major stakeholder to make the final decision. Whatever your process, here’s some techniques you can use to help you make a decision during your problem solving process.

How-Now-Wow Matrix

The problem-solving process is often creative, as complex problems usually require a change of thinking and creative response in order to find the best solutions. While it’s common for the first stages to encourage creative thinking, groups can often gravitate to familiar solutions when it comes to the end of the process. 

When selecting solutions, you don’t want to lose your creative energy! The How-Now-Wow Matrix from Gamestorming is a great problem-solving activity that enables a group to stay creative and think out of the box when it comes to selecting the right solution for a given problem.

Problem-solving techniques that encourage creative thinking and the ideation and selection of new solutions can be the most effective in organisational change. Give the How-Now-Wow Matrix a go, and not just for how pleasant it is to say out loud. 

How-Now-Wow Matrix   #gamestorming   #idea generation   #remote-friendly   When people want to develop new ideas, they most often think out of the box in the brainstorming or divergent phase. However, when it comes to convergence, people often end up picking ideas that are most familiar to them. This is called a ‘creative paradox’ or a ‘creadox’. The How-Now-Wow matrix is an idea selection tool that breaks the creadox by forcing people to weigh each idea on 2 parameters.

Impact and Effort Matrix

All problem-solving techniques hope to not only find solutions to a given problem or challenge but to find the best solution. When it comes to finding a solution, groups are invited to put on their decision-making hats and really think about how a proposed idea would work in practice. 

The Impact and Effort Matrix is one of the problem-solving techniques that fall into this camp, empowering participants to first generate ideas and then categorize them into a 2×2 matrix based on impact and effort.

Activities that invite critical thinking while remaining simple are invaluable. Use the Impact and Effort Matrix to move from ideation and towards evaluating potential solutions before then committing to them. 

Impact and Effort Matrix   #gamestorming   #decision making   #action   #remote-friendly   In this decision-making exercise, possible actions are mapped based on two factors: effort required to implement and potential impact. Categorizing ideas along these lines is a useful technique in decision making, as it obliges contributors to balance and evaluate suggested actions before committing to them.

If you’ve followed each of the problem-solving steps with your group successfully, you should move towards the end of your process with heaps of possible solutions developed with a specific problem in mind. But how do you help a group go from ideation to putting a solution into action? 

Dotmocracy – or Dot Voting -is a tried and tested method of helping a team in the problem-solving process make decisions and put actions in place with a degree of oversight and consensus. 

One of the problem-solving techniques that should be in every facilitator’s toolbox, Dot Voting is fast and effective and can help identify the most popular and best solutions and help bring a group to a decision effectively. 

Dotmocracy   #action   #decision making   #group prioritization   #hyperisland   #remote-friendly   Dotmocracy is a simple method for group prioritization or decision-making. It is not an activity on its own, but a method to use in processes where prioritization or decision-making is the aim. The method supports a group to quickly see which options are most popular or relevant. The options or ideas are written on post-its and stuck up on a wall for the whole group to see. Each person votes for the options they think are the strongest, and that information is used to inform a decision.

Straddling the gap between decision making and planning, MoSCoW is a simple and effective method that allows a group team to easily prioritize a set of possible options.

Use this method in a problem solving process by collecting and summarizing all your possible solutions and then categorize them into 4 sections: “Must have”, “Should have”, “Could have”, or “Would like but won‘t get”.

This method is particularly useful when its less about choosing one possible solution and more about prioritorizing which to do first and which may not fit in the scope of your project. In my experience, complex challenges often require multiple small fixes, and this method can be a great way to move from a pile of things you’d all like to do to a structured plan.

MoSCoW   #define intentions   #create   #design   #action   #remote-friendly   MoSCoW is a method that allows the team to prioritize the different features that they will work on. Features are then categorized into “Must have”, “Should have”, “Could have”, or “Would like but won‘t get”. To be used at the beginning of a timeslot (for example during Sprint planning) and when planning is needed.

When it comes to managing the rollout of a solution, clarity and accountability are key factors in ensuring the success of the project. The RAACI chart is a simple but effective model for setting roles and responsibilities as part of a planning session.

Start by listing each person involved in the project and put them into the following groups in order to make it clear who is responsible for what during the rollout of your solution.

• Responsibility  (Which person and/or team will be taking action?)
• Authority  (At what “point” must the responsible person check in before going further?)
• Accountability  (Who must the responsible person check in with?)
• Consultation  (Who must be consulted by the responsible person before decisions are made?)
• Information  (Who must be informed of decisions, once made?)

Ensure this information is easily accessible and use it to inform who does what and who is looped into discussions and kept up to date.

RAACI   #roles and responsibility   #teamwork   #project management   Clarifying roles and responsibilities, levels of autonomy/latitude in decision making, and levels of engagement among diverse stakeholders.

Problem-solving warm-up activities

All facilitators know that warm-ups and icebreakers are useful for any workshop or group process. Problem-solving workshops are no different.

Use these problem-solving techniques to warm up a group and prepare them for the rest of the process. Activating your group by tapping into some of the top problem-solving skills can be one of the best ways to see great outcomes from your session.

Check-in / Check-out

Solid processes are planned from beginning to end, and the best facilitators know that setting the tone and establishing a safe, open environment can be integral to a successful problem-solving process. Check-in / Check-out is a great way to begin and/or bookend a problem-solving workshop. Checking in to a session emphasizes that everyone will be seen, heard, and expected to contribute. 

If you are running a series of meetings, setting a consistent pattern of checking in and checking out can really help your team get into a groove. We recommend this opening-closing activity for small to medium-sized groups though it can work with large groups if they’re disciplined!

Check-in / Check-out   #team   #opening   #closing   #hyperisland   #remote-friendly   Either checking-in or checking-out is a simple way for a team to open or close a process, symbolically and in a collaborative way. Checking-in/out invites each member in a group to be present, seen and heard, and to express a reflection or a feeling. Checking-in emphasizes presence, focus and group commitment; checking-out emphasizes reflection and symbolic closure.

Doodling Together  

Thinking creatively and not being afraid to make suggestions are important problem-solving skills for any group or team, and warming up by encouraging these behaviors is a great way to start. 

Doodling Together is one of our favorite creative ice breaker games – it’s quick, effective, and fun and can make all following problem-solving steps easier by encouraging a group to collaborate visually. By passing cards and adding additional items as they go, the workshop group gets into a groove of co-creation and idea development that is crucial to finding solutions to problems. 

Doodling Together   #collaboration   #creativity   #teamwork   #fun   #team   #visual methods   #energiser   #icebreaker   #remote-friendly   Create wild, weird and often funny postcards together & establish a group’s creative confidence.

Show and Tell

You might remember some version of Show and Tell from being a kid in school and it’s a great problem-solving activity to kick off a session.

Asking participants to prepare a little something before a workshop by bringing an object for show and tell can help them warm up before the session has even begun! Games that include a physical object can also help encourage early engagement before moving onto more big-picture thinking.

By asking your participants to tell stories about why they chose to bring a particular item to the group, you can help teams see things from new perspectives and see both differences and similarities in the way they approach a topic. Great groundwork for approaching a problem-solving process as a team! 

Show and Tell   #gamestorming   #action   #opening   #meeting facilitation   Show and Tell taps into the power of metaphors to reveal players’ underlying assumptions and associations around a topic The aim of the game is to get a deeper understanding of stakeholders’ perspectives on anything—a new project, an organizational restructuring, a shift in the company’s vision or team dynamic.

Constellations

Who doesn’t love stars? Constellations is a great warm-up activity for any workshop as it gets people up off their feet, energized, and ready to engage in new ways with established topics. It’s also great for showing existing beliefs, biases, and patterns that can come into play as part of your session.

Using warm-up games that help build trust and connection while also allowing for non-verbal responses can be great for easing people into the problem-solving process and encouraging engagement from everyone in the group. Constellations is great in large spaces that allow for movement and is definitely a practical exercise to allow the group to see patterns that are otherwise invisible. 

Constellations   #trust   #connection   #opening   #coaching   #patterns   #system   Individuals express their response to a statement or idea by standing closer or further from a central object. Used with teams to reveal system, hidden patterns, perspectives.

Draw a Tree

Problem-solving games that help raise group awareness through a central, unifying metaphor can be effective ways to warm-up a group in any problem-solving model.

Draw a Tree is a simple warm-up activity you can use in any group and which can provide a quick jolt of energy. Start by asking your participants to draw a tree in just 45 seconds – they can choose whether it will be abstract or realistic. 

Once the timer is up, ask the group how many people included the roots of the tree and use this as a means to discuss how we can ignore important parts of any system simply because they are not visible.

All problem-solving strategies are made more effective by thinking of problems critically and by exposing things that may not normally come to light. Warm-up games like Draw a Tree are great in that they quickly demonstrate some key problem-solving skills in an accessible and effective way.

Draw a Tree   #thiagi   #opening   #perspectives   #remote-friendly   With this game you can raise awarness about being more mindful, and aware of the environment we live in.

Closing activities for a problem-solving process

Each step of the problem-solving workshop benefits from an intelligent deployment of activities, games, and techniques. Bringing your session to an effective close helps ensure that solutions are followed through on and that you also celebrate what has been achieved.

Here are some problem-solving activities you can use to effectively close a workshop or meeting and ensure the great work you’ve done can continue afterward.

One Breath Feedback

Maintaining attention and focus during the closing stages of a problem-solving workshop can be tricky and so being concise when giving feedback can be important. It’s easy to incur “death by feedback” should some team members go on for too long sharing their perspectives in a quick feedback round. 

One Breath Feedback is a great closing activity for workshops. You give everyone an opportunity to provide feedback on what they’ve done but only in the space of a single breath. This keeps feedback short and to the point and means that everyone is encouraged to provide the most important piece of feedback to them. 

One breath feedback   #closing   #feedback   #action   This is a feedback round in just one breath that excels in maintaining attention: each participants is able to speak during just one breath … for most people that’s around 20 to 25 seconds … unless of course you’ve been a deep sea diver in which case you’ll be able to do it for longer.

Who What When Matrix 

Matrices feature as part of many effective problem-solving strategies and with good reason. They are easily recognizable, simple to use, and generate results.

The Who What When Matrix is a great tool to use when closing your problem-solving session by attributing a who, what and when to the actions and solutions you have decided upon. The resulting matrix is a simple, easy-to-follow way of ensuring your team can move forward. 

Great solutions can’t be enacted without action and ownership. Your problem-solving process should include a stage for allocating tasks to individuals or teams and creating a realistic timeframe for those solutions to be implemented or checked out. Use this method to keep the solution implementation process clear and simple for all involved. 

Who/What/When Matrix   #gamestorming   #action   #project planning   With Who/What/When matrix, you can connect people with clear actions they have defined and have committed to.

Response cards

Group discussion can comprise the bulk of most problem-solving activities and by the end of the process, you might find that your team is talked out! 

Providing a means for your team to give feedback with short written notes can ensure everyone is head and can contribute without the need to stand up and talk. Depending on the needs of the group, giving an alternative can help ensure everyone can contribute to your problem-solving model in the way that makes the most sense for them.

Response Cards is a great way to close a workshop if you are looking for a gentle warm-down and want to get some swift discussion around some of the feedback that is raised. 

Response Cards   #debriefing   #closing   #structured sharing   #questions and answers   #thiagi   #action   It can be hard to involve everyone during a closing of a session. Some might stay in the background or get unheard because of louder participants. However, with the use of Response Cards, everyone will be involved in providing feedback or clarify questions at the end of a session.

Tips for effective problem solving

Problem-solving activities are only one part of the puzzle. While a great method can help unlock your team’s ability to solve problems, without a thoughtful approach and strong facilitation the solutions may not be fit for purpose.

Let’s take a look at some problem-solving tips you can apply to any process to help it be a success!

Clearly define the problem

Jumping straight to solutions can be tempting, though without first clearly articulating a problem, the solution might not be the right one. Many of the problem-solving activities below include sections where the problem is explored and clearly defined before moving on.

This is a vital part of the problem-solving process and taking the time to fully define an issue can save time and effort later. A clear definition helps identify irrelevant information and it also ensures that your team sets off on the right track.

Don’t jump to conclusions

It’s easy for groups to exhibit cognitive bias or have preconceived ideas about both problems and potential solutions. Be sure to back up any problem statements or potential solutions with facts, research, and adequate forethought.

The best techniques ask participants to be methodical and challenge preconceived notions. Make sure you give the group enough time and space to collect relevant information and consider the problem in a new way. By approaching the process with a clear, rational mindset, you’ll often find that better solutions are more forthcoming.  

Try different approaches  

Problems come in all shapes and sizes and so too should the methods you use to solve them. If you find that one approach isn’t yielding results and your team isn’t finding different solutions, try mixing it up. You’ll be surprised at how using a new creative activity can unblock your team and generate great solutions.

Don’t take it personally 

Depending on the nature of your team or organizational problems, it’s easy for conversations to get heated. While it’s good for participants to be engaged in the discussions, ensure that emotions don’t run too high and that blame isn’t thrown around while finding solutions.

You’re all in it together, and even if your team or area is seeing problems, that isn’t necessarily a disparagement of you personally. Using facilitation skills to manage group dynamics is one effective method of helping conversations be more constructive.

Get the right people in the room

Your problem-solving method is often only as effective as the group using it. Getting the right people on the job and managing the number of people present is important too!

If the group is too small, you may not get enough different perspectives to effectively solve a problem. If the group is too large, you can go round and round during the ideation stages.

Creating the right group makeup is also important in ensuring you have the necessary expertise and skillset to both identify and follow up on potential solutions. Carefully consider who to include at each stage to help ensure your problem-solving method is followed and positioned for success.

Create psychologically safe spaces for discussion

Identifying a problem accurately also requires that all members of a group are able to contribute their views in an open and safe manner.

It can be tough for people to stand up and contribute if the problems or challenges are emotive or personal in nature. Try and create a psychologically safe space for these kinds of discussions and where possible, create regular opportunities for challenges to be brought up organically.

Document everything

The best solutions can take refinement, iteration, and reflection to come out. Get into a habit of documenting your process in order to keep all the learnings from the session and to allow ideas to mature and develop. Many of the methods below involve the creation of documents or shared resources. Be sure to keep and share these so everyone can benefit from the work done!

Bring a facilitator 

Facilitation is all about making group processes easier. With a subject as potentially emotive and important as problem-solving, having an impartial third party in the form of a facilitator can make all the difference in finding great solutions and keeping the process moving. Consider bringing a facilitator to your problem-solving session to get better results and generate meaningful solutions!

Develop your problem-solving skills

It takes time and practice to be an effective problem solver. While some roles or participants might more naturally gravitate towards problem-solving, it can take development and planning to help everyone create better solutions.

You might develop a training program, run a problem-solving workshop or simply ask your team to practice using the techniques below. Check out our post on problem-solving skills to see how you and your group can develop the right mental process and be more resilient to issues too!

Design a great agenda

Workshops are a great format for solving problems. With the right approach, you can focus a group and help them find the solutions to their own problems. But designing a process can be time-consuming and finding the right activities can be difficult.

Check out our workshop planning guide to level-up your agenda design and start running more effective workshops. Need inspiration? Check out templates designed by expert facilitators to help you kickstart your process!

Save time and effort creating an effective problem solving process

A structured problem solving process is a surefire way of solving tough problems, discovering creative solutions and driving organizational change. But how can you design for successful outcomes?

With SessionLab, it’s easy to design engaging workshops that deliver results. Drag, drop and reorder blocks  to build your agenda. When you make changes or update your agenda, your session  timing   adjusts automatically , saving you time on manual adjustments.

Collaborating with stakeholders or clients? Share your agenda with a single click and collaborate in real-time. No more sending documents back and forth over email.

Explore  how to use SessionLab  to design effective problem solving workshops or  watch this five minute video  to see the planner in action!

Over to you

The problem-solving process can often be as complicated and multifaceted as the problems they are set-up to solve. With the right problem-solving techniques and a mix of exercises designed to guide discussion and generate purposeful ideas, we hope we’ve given you the tools to find the best solutions as simply and easily as possible.

Is there a problem-solving technique that you are missing here? Do you have a favorite activity or method you use when facilitating? Let us know in the comments below, we’d love to hear from you! 

James Smart is Head of Content at SessionLab. He’s also a creative facilitator who has run workshops and designed courses for establishments like the National Centre for Writing, UK. He especially enjoys working with young people and empowering others in their creative practice.

thank you very much for these excellent techniques

Certainly wonderful article, very detailed. Shared!

Your list of techniques for problem solving can be helpfully extended by adding TRIZ to the list of techniques. TRIZ has 40 problem solving techniques derived from methods inventros and patent holders used to get new patents. About 10-12 are general approaches. many organization sponsor classes in TRIZ that are used to solve business problems or general organiztational problems. You can take a look at TRIZ and dwonload a free internet booklet to see if you feel it shound be included per your selection process.

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5 Problem Statement Examples for Business & Digital Transformation

Dayana Mayfield

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Problem statement examples can be very useful when trying to come up with your own problem statement, whether for a new business, a major problem in an existing business, or for something more specific—such as an identified issue within UX or IT.

According to Research Tube , a YouTube channel dedicated to best practices in research and problem solving:

A problem statement is a statement of a current issue or problem that requires timely action to improve the situation. In general, a problem statement will outline the negative points of the current situation and explain why this matters.

A good problem statement will usually also make some effort at paving the way towards a solution. Problem statements are usually kept between 100 and 400 words long.

Keep reading for tips on how to write a variety of common problem statements

What's in this guide:

Problem statement example in business

Problem statement example for UX

Problem statement example for SaaS companies

Problem statement example for digital transformation

Problem statement example in information technology

Problem statement examples in business

Problem statements are used in all sorts of business projects, including new business launches, revenue optimization initiatives, competitor analysis, and more. Corporate research analysts include problem statements in their proposals for beginning a new research project. They might use the problem statement to identify business weak points or hypothesize about the problems they will find in their research.

Entrepreneurs launching new ventures use problem statements to write out the problems of their target customer or market, in order to justify their proposed solution or product. They might also list out the plan for product validation , so that the problem and solution are validated before product development.

How to write a business problem statement

Always include as many specific details as possible.

If you're writing a problem statement for a specific problem within a business, be sure to include:

The affected departments of the business

Any known details about the problem's depth and breadth

Any known causes of the problem

Whether the problem affects revenue, expenses, or productivity

The known length of the problem

Any certainties around what isn't causing the problem

Any steps that have been taken to solve the problem

If you're writing a problem statement for a new business or product, be sure to include:

The issues your customers are facing

The problems with current solutions and the overall market

The problems your business may face in creating a solution or product

Our real estate investing intelligence software has experienced a downfall or a plateau in paid subscription purchases every month for the past 5 months, even though our benchmark for free trial sign ups has remained steady. This means that our business isn't facing a traffic issue, but rather a conversion issue. This problem could be to a variety of related problems, including recently raised interest rates for mortgages in the United States, the overall slowing of the real estate market, as well as factors that we can control within our business. Some of the factors we can control include our onboarding flow for new users within the platform, our video tutorials, our reocurring live workshops, and our email onboarding sequence. Part of the problem may also be with our pricing. We have identified that we receive a lack of paid subscriptions and a lot of churn because users are able to get too much value out of our free plan. We likely need to restructure our free trial to offer less value so that users are required to sign up for a paid plan to download a list of leads of real estate deals. However, this will not resolve our churn problem, as we get 50% of new paying users churning after their first month. We need to build additional features to keep real estate investors staying with our platform for at least 4 months.

Problem statement examples for UX

Without great UX, a digital product will fail. UX is what sets the winners apart from the losers. UX designers will rely on problem statements to clarify customer frustrations, UX-related churn, or UX-related abandonment.

How to write a UX problem statement

In a UX problem statement, make sure to include:

How the UX problems were identified ( customer feedback , quantitative data from product analytics, UX audit , etc.)

Known details about the nature and cause UX problems

Details about how competitors address these UX problems, and whether or not competitors have resolved

The potential impact of the UX problems on revenue

Any known requirements in resolving the UX problems

Users of our proposal software have reported frustration at having to copy information into the CRM after they send a proposal. They use their CRMs to track all email conversations, phone calls, and other lead and client interactions. Without CRM integrations, our proposal software causes a frustrating experience for our power users. While users from very small businesses and firms don’t have this issue, we are hearing from sales reps at SMBs and enterprises that the need to duplicate proposal sending information in their CRM causes an additional two to three hours of work every week. The problem is that we don’t have any integrations with CRMs and we have not yet identified the CRMs of our best users. We need to send segmented surveys to determine our priorities for the first three CRMs to integrate with, and we need to build in the user flows around these integrations.

Problem statement examples for SaaS companies

Every great SaaS company starts with a problem. People use software to get things done. A problem statement for a new SaaS product is a smart way to gather details about the market's issue and its relative importance. SaaS founders can get feedback and agreement from users before moving forward with a new venture. (This leads to cost savings, as founders can be sure they're solving the most important problems for the target audience, instead of what they think needs to be done.)

How to write a problem statement for a new SaaS venture

A problem statement for a new SaaS venture is similar to a business problem statement.

Make sure to include these elements:

The problems your target users are currently facing

The severity or importance of the problems

How your target users address these issues currently

The problems or weaknesses with competitor solutions

Hiring managers and recruiters are plagued with dozens of repetitive, boring tasks across the hiring process, including screening applicants, reaching out to applicants to schedule interviews, managing rescheduling and cancellations, answering questions for applicants at a variety of stages during the hiring process. Whether for hourly positions or professional positions, the hiring process still requires a lot of manual work. This makes recruiters’ and hiring managers’ daily lives boring and monotonous, taking away from the fun part of their jobs, which is meeting new people and assessing how they will fit into various company cultures and specific roles. Great hirers truly want to put the right people in the right positions and don’t have enough assistance with the boring tasks to allow them to focus on what matters. We expect to resolve this issue through the use of AI. Competitor products provide software tools to digitize this work, but don't offer AI solutions to drastically cut down on this work. How will we identify the first problems to solve: We intend to build a SaaS platform with an AI assistant for hiring managers and recruiters. Throughout the project, we will need to interview users regularly, prototype rapidly , and collect feedback in order to identify which problems need to be resolved first. We are considering separating the problems into these user stories : screening hourly applicants, screening professional applicants, scheduling interviews, and answering repetitive questions. We will use the above mentioned research and prototyping processes to prioritize which user stories to build first.

Problem statement examples for digital transformation

Digital transformation refers to any large technology-powered project that a business undertakes. This could be transforming their digital app for customers or overhauling their internal systems. A problem statement is an important first step to get stakeholders aligned on solving high-priority issues or innovating proactively to address customer needs.

How to write a digital transformation problem statement

Because digital transformation projects are expensive and complex, your problem statement should be equally robust.

Make sure to include all of these details:

What is the problem that the organization is facing?

What efforts have been made in the past to address this problem?

Why were previous efforts unsuccessful?

What is known about the potential solutions, technology, and vendors that could solve this problem?

What isn't known or is uncertain?

What are the digital transformation project requirements?

How will solutions be evaluated?

How will the success of the digital transformation project be measured?

We are in need of a faster and more secure way to onboard and offboard employees. Our current processes require hiring managers to ask the security team for the same tasks over and over, and for the security team to hand over repetitive tasks to IT. We need to use automation to address repetitive tasks for onboarding, such as granting access to platforms and devices and during offboarding when revoking access. We also need a solution to address security concerns when employees lose their devices. We need a proprietary solution that is perfectly customized to our needs. The cost of custom solutions will be evaluated against their ability to save time for high-wage employees (security and IT). No former attempts have been made to resolve these issues with automation and custom coding.

Note: This example was inspired by our work creating an onboarding and offboarding solution for Box .

Problem statement examples in information technology

A problem statement for information technology (IT) is intended to find problems with network connectivity, team productivity, cybersecurity, etc. With a clear problem statement, the IT team can be aligned with what issue they're solving. This way, all discussions of potential solutions stay on track.

How to write a problem statement for IT

A problem statement for IT should include:

The business motivation for solving the technology issue

The staff members or departments that will be affected

The timeline in which the problem needs to be resolved

The severity or priority level

We have had a no-working-from home policy in effect for all staff members of our school district since its founding date. However, in light of recent events (the prevalence of working from home in the aftermath of the Covid-19 pandemic) and after witnessing 3 neighboring school districts allowing some form of work from home, we feel that we can no longer disallow all forms of working from home. Our office staff members have been complaining about our policy for the past 3 years. We are concerned that we will not be able to hire new quality staff members, who may prefer to apply at one of our neighboring school districts. We are also concerned about losing our current staff members to one of these districts. We feel that it is now essential to offer some form of working from home. To start, we would like to only allow staff to work from home when they are sick (with minimal symptoms) or quarantining from Covid-19. Many staff members will feel perfectly healthy, but have to stay home due to our continued 14-day quarantine policy. This causes major delays and challenges among the office staff, who are short staffed as it is. To solve this problem, we will need to provide secure access to MicroSoft Teams and the other cloud computing software that office staff use. We may need to provide them with district-issued devices to ensure the security of our data when staff are working from home. Our IT department will further assess these problems and come up with a solution to allow staff to work from home. After piloting this policy for quarantine days only, we may consider permitting one day of work from home per week, however this will not be announced to staff until after the initial pilot is successful. This problem needs to be resolved by July, in order to permit working from home for the coming school year. The current severity of this problem is low, but it has a potential to impact security and productivity at a high level.

Nearly every business project or research project should begin with a clear problem statement. No matter the form or length, a problem statement has the power to get stakeholders aligned so that potential solutions resolve the biggest, highest-priority problem.

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7 Steps for Effective Problem Management in IT

Information technology (IT) is a broad field that encompasses anything related to computer technology. That can include networking, hardware, software, the internet and the people that work with these things. Teams that work in IT are there to support these technologies and the people who use them. However, teams that work in IT management are not waiting around for systems to go down before they respond.

IT project management teams are tasked with preventing problems from occurring—and certainly from regularly occurring. This is called problem management, which has been detailed into best practices within the services management framework ITIL, or the information technology infrastructure library.

What Is Problem Management?

Problem management is the methodology related to responding to IT problems, especially those that are recurring, to make sure that they are resolved and don’t return.

This involves the quick detection of an issue and then providing a viable solution, or at least some workaround to reduce the impact on the organization and stop the problem from reappearing.

ITIL & Problem Management

One of the aspects of problem management is pinpointing the issue in the IT infrastructure that is the root cause of the problem, which is where the ITIL comes in. ITIL was first started in 2000 and is presently the most popular IT service management framework for best practices. It is used as a protocol when aligning IT services with business needs.

ITIL follows a process that starts with identifying the problem, which has caused one or more incidents but is not known why at the time. This becomes defined as an error when it’s identified as a design flaw or malfunction. It becomes a known error as a root cause if found and a workaround is documented. The root cause is the underlying reason for the incident.

Types of Problem Management & Related Processes

Problem management can be broken down into two distinct groups. There is reactive problem management, which is reacting to a problem when it occurs. The other is proactive problem management. This is the act of identifying and solving an issue before it results in an incident or problem in the IT system.

Problem management falls under the larger umbrella of ITIL processes. ITIL service operation processes include problem management, incident management, request fulfillment, event management and access management.

Incident Management vs. Problem Management

“Incident” and “problem” might seem like similar words, but in the realm of problem management, they have different meanings. According to ITIL, an incident refers to “an unplanned interruption to a service, or the failure of a component of a service that hasn’t yet impacted service.”

A problem, on the other hand, is made up of more than one related incident, or those that have common issues. Therefore, a problem is more severe than an incident. It requires more follow-up. A problem is not an incident, but an incident can create a problem if it’s recurring.

Managing an incident means fixing it and restoring the system as fast as possible. A problem is resolved by discovering its root cause to make sure that new incidents don’t occur.

Therefore, incident management is getting the system back in order quickly. Problem management is working to find and resolve the underlying cause of the error that has resulted in several incidents.

Problem Management Team

There are roles and responsibilities in problem management to make sure that the process, which is outlined below, is carried out properly. There is a problem manager, who is the owner of the problem management process and is a liaison for all team members, manages the known error database, closes problems and coordinates review.

The problem-solving team can be an internal technical support team or a group of external suppliers or vendors. Sometimes, if the problem demands special attention, the problem manager will assemble a special team , with the expertise needed to solve the problem, dedicated to that specific problem and its resolution.

The Problem Management Process

Now that we know what problem management is, how does it work as a successful process? First of all, it’s not just about problem-solving. At the highest level, yes, problem management resolves problems. But it’s more about the entire life cycle of that problem.

The process for problem management then is a structured way to manage problems in IT projects after they are first reported by users or service desk technicians. The problem management process can be broken down into these seven steps.

1. Detection

To resolve a problem, first, you have to identify it. This can be done in several ways. One is that there’s a problem that is reported or one that has undergone an ongoing analysis. There are also event management tools that can automatically detect a problem, or you might get a notification from a supplier.

A problem can be defined as when the cause of the problem report remains uncertain. For example, an incident can occur and get resolved but then reoccur. The underlying cause for this recurrence is unclear. Sometimes a problem is a known problem, one that has occurred before and is part of an existing record.

In the last example, when a problem is already recorded once and has happened again, this historical data is known because it had been logged. This is a crucial step in any problem management life cycle process. The log must have all pertinent details, such as the date and time of the problem, any user information, equipment details and a description.

Once the problem has been logged, then it must be categorized to better assign and monitor, as well as given a priority. This helps to determine how important the problem is and when it should be addressed by the team.

3. Diagnosis

Once the problem is identified and logged, then comes the search for its root cause. This can be done by investigating the known error database to find other problems that match the one you’re trying to diagnose and see if there are any recorded resolutions.

4. Workaround

If it’s possible to temporarily fix the problem with a workaround, then this might be the best and fastest course of action. It is not a permanent change and should not be used in exchange for resolving the issue, but it can set the technological ship back on course and reduce downtime and disruption until a permanent change resolution is available. Just be careful not to accrue too much technical debt .

5. Known Error Record

After you’ve identified, logged and diagnosed the problem, it’s important to collect that information in a known error record. This is where you can go back and look up problems when others arise in your IT and see if it’s one you’ve already handled.

This makes resolving the problems faster and easier, resulting in less downtime and disruption.

6. Resolution

When you have a resolution for the problem, implement it with standard change procedure and test the resolution to make sure it in fact is working. Sometimes this process is carried out through a request for change document, which then must be approved before being implemented.

Once resolved and tested, the problem can be closed. The final bit of paperwork is usually completed by the service desk technician, who makes sure that the details are accurate for future reference.

Why Is Problem Management Important?

Successful problem management results in less downtime and fewer disruptions in the business. It also improves service availability and quality. Problem management helps companies to reduce the time they spend having to resolve problems and also the number of problems that occur.

This all leads to an increase in productivity and reduces costs. The final step in the problem management journey is that it leads to improved customer satisfaction.

Technology is changing all the time, faster and faster with each passing quarter, and problem management is one way to mitigate the chaos often associated with these changes. Problem management keeps services running and increases quality.

ProjectManager Helps Problem Management

Problems need solutions and solutions come from people with the right tools. ProjectManager is an online project management software that organizes projects, including when those projects are dealing with IT problems.

Log Problems & Build Projects

When a problem has been identified by the help desk or a user, it becomes more than just an IT problem. It is now a project to resolve it. One way ProjectManager helps is by structuring its resolution in a kanban board .

By logging the identified problem in ProjectManager you can now archive the work to resolve it. This now becomes a piece of historical data to reference if and when the problem shows up again. Once the problem has been diagnosed, it can go on a kanban card and move through the kanban as it is being worked on and completed. Adding tabs can list them as bugs, so they’re easy to find. You can even prioritize them.

Track Progress

Managers are going to want to progress reports. Kanban boards are transparent, so they can see the work getting done, but for more details project reports are fast and thorough. The real-time dashboard can even give managers a high-level overview.

Next time your IT department is struggling with resolving a problem, give them ProjectManager. It has the tools IT professionals want.

ProjectManager is a cloud-based project management software that can be used as a problem management tool. Our software can collect and categorize your problem as a project, so the problem management process can be controlled. You can track the resolution of your problem in real time, assign team members to resolve the problem and give them a platform to collaborate and work more effectively. Solve your problems by trying ProjectManager free with this 30-day trial offer.

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To Solve a Tough Problem, Reframe It

Five steps to ensure that you don’t jump to solutions by Julia Binder and Michael D. Watkins

Summary .   

Research shows that companies devote too little effort to examining problems before trying to solve them. By jumping immediately into problem-solving, teams limit their ability to design innovative solutions.

The authors recommend that companies spend more time up front on problem-framing, a process for understanding and defining a problem. Exploring different frames is like looking at a scene through various camera lenses while adjusting your angle, aperture, and focus. A wide-angle lens gives you a very different photo from that taken with a telephoto lens, and shifting your angle and depth of focus yields distinct images. Effective problem-framing is similar: Looking at a problem from a variety of perspectives helps you uncover new insights and generate fresh ideas.

This article introduces a five-phase approach to problem-framing: In the expand phase, the team identifies all aspects of a problem; in examine, it dives into root causes; in empathize, it considers key stakeholders’ perspectives; in elevate, it puts the problem into a broader context; and in envision, it creates a road map toward the desired outcome.

When business leaders confront complex problems, there’s a powerful impulse to dive right into “solving” mode: You gather a team and then identify potential solutions. That’s fine for challenges you’ve faced before or when proven methods yield good results. But what happens when a new type of problem arises or aspects of a familiar one shift substantially? Or if you’re not exactly sure what the problem is?

Research conducted by us and others shows that leaders and their teams devote too little effort to examining and defining problems before trying to solve them. A study by Paul Nutt of Ohio State University, for example, looked at 350 decision-making processes at medium to large companies and found that more than half failed to achieve desired results, often because perceived time pressure caused people to pay insufficient attention to examining problems from all angles and exploring their complexities. By jumping immediately into problem-solving, teams limit their ability to design innovative and durable solutions.

When we work with organizations and teams, we encourage them to spend more time up front on problem-framing, a process for understanding and defining a problem. Exploring frames is like looking at a scene through various camera lenses while adjusting your angle, aperture, and focus. A wide-angle lens will give you a very different photo from that taken with a telephoto lens, and shifting your angle and depth of focus yields distinct images. Effective problem-framing is similar: Looking at a problem from a variety of perspectives lets you uncover new insights and generate fresh ideas.

As with all essential processes, it helps to have a methodology and a road map. This article introduces the E5 approach to problem-framing—expand, examine, empathize, elevate, and envision—and offers tools that enable leaders to fully explore the problem space.

Phase 1: Expand

In the first phase, set aside preconceptions and open your mind. We recommend using a tool called frame-storming, which encourages a comprehensive exploration of an issue and its nuances. It is a neglected precursor to brainstorming, which typically focuses on generating many different answers for an already framed challenge. Frame-storming helps teams identify assumptions and blind spots, mitigating the risk of pursuing inadequate or biased solutions. The goal is to spark innovation and creativity as people dig into—or as Tina Seelig from Stanford puts it, “fall in love with”—the problem.

Begin by assembling a diverse team, encompassing a variety of types of expertise and perspectives. Involving outsiders can be helpful, since they’re often coming to the issue cold. A good way to prompt the team to consider alternative scenarios is by asking “What if…?” and “How might we…?” questions. For example, ask your team, “What if we had access to unlimited resources to tackle this issue?” or “How might better collaboration between departments or teams help us tackle this issue?” The primary objective is to generate many alternative problem frames, allowing for a more holistic understanding of the issue. Within an open, nonjudgmental atmosphere, you deliberately challenge established thinking—what we call “breaking” the frame.

It may be easy to eliminate some possibilities, and that’s exactly what you should do. Rather than make assumptions, generate alternative hypotheses and then test them.

Consider the problem-framing process at a company we’ll call Omega Soundscapes, a midsize producer of high-end headphones. (Omega is a composite of several firms we’ve worked with.) Omega’s sales had declined substantially over the past two quarters, and the leadership team’s initial diagnosis, or reference frame, was that recent price hikes to its flagship product made it too expensive for its target market. Before acting on this assumption, the team convened knowledgeable representatives from sales, marketing, R&D, customer service, and external consultants to do some frame-storming. Team members were asked:

• What if we lowered the price of our flagship product? How would that impact sales and profitability?
• How might we identify customers in new target markets who could afford our headphones at the current price?
• What if we offered financing or a subscription-based model for our headphones? How would that change perceptions of affordability?
• How might we optimize our supply chain and production processes to reduce manufacturing costs without compromising quality?

In playing out each of those scenarios, the Omega team generated several problem frames:

• The target market’s preferences have evolved.
• New competitors have entered the market.
• Product quality has decreased.
• Something has damaged perceptions of the brand.
• Something has changed in the priorities of our key distributors.

Each of the frames presented a unique angle from which to approach the problem of declining sales, setting the stage for the development of diverse potential solutions. At this stage, it may be relatively easy to eliminate some possibilities, and that’s exactly what you should do. Rather than make assumptions, generate alternative hypotheses and then test them.

See more HBR charts in Data & Visuals

Phase 2: Examine

If the expand phase is about identifying all the facets of a problem, this one is about diving deep to identify root causes. The team investigates the issue thoroughly, peeling back the layers to understand underlying drivers and systemic contributors.

A useful tool for doing this is the iceberg model, which guides the team through layers of causation: surface-level events, the behavioral patterns that drive them, underlying systematic structures, and established mental models. As you probe ever deeper and document your findings, you begin to home in on the problem’s root causes. As is the case in the expand phase, open discussions and collaborative research are crucial for achieving a comprehensive analysis.

Let’s return to our Omega Soundscapes example and use the iceberg model to delve into the issues surrounding the two quarters of declining sales. Starting with the first layer beneath the surface, the behavioral pattern, the team diligently analyzed customer feedback. It discovered a significant drop in brand loyalty. This finding validated the problem frame of a “shifting brand perception,” prompting further investigation into what might have been causing it.

Phase 3: Empathize

In this phase, the focus is on the stakeholders—employees, customers, clients, investors, supply chain partners, and other parties—who are most central to and affected by the problem under investigation. The core objective is to understand how they perceive the issue: what they think and feel, how they’re acting, and what they want.

First list all the people who are directly or indirectly relevant to the problem. It may be helpful to create a visual representation of the network of relationships in the ecosystem. Prioritize the stakeholders according to their level of influence on and interest in the problem, and focus on understanding the roles, demographics, behavior patterns, motivations, and goals of the most important ones.

Now create empathy maps for those critical stakeholders. Make a template divided into four sections: Say, Think, Feel, and Do. Conduct interviews or surveys to gather authentic data. How do various users explain the problem? How do they think about the issue, and how do their beliefs inform that thinking? What emotions are they feeling and expressing? How are they behaving? Populate each section of the map with notes based on your observations and interactions. Finally, analyze the completed empathy maps. Look for pain points, inconsistencies, and patterns in stakeholder perspectives.

Returning to the Omega case study, the team identified its ecosystem of stakeholders: customers (both current and potential); retail partners and distributors; the R&D, marketing, and sales teams; suppliers of headphone components; investors and shareholders; and new and existing competitors. They narrowed the list to a few key stakeholders related to the declining-sales problem: customers, retail partners, and investors/shareholders; Omega created empathy maps for representatives from each.

Here’s what the empathy maps showed about what the stakeholders were saying, thinking, feeling, and doing:

Sarah, the customer, complained on social media about the high price of her favorite headphones. Dave, the retailer, expressed concerns about unsold inventory and the challenge of convincing customers to buy the expensive headphones. Alex, the shareholder, brought up Omega’s declining financial performance during its annual investor day.

Sarah thought that Omega was losing touch with its loyal customer base. Dave was considering whether to continue carrying Omega’s products in his store or explore other brands. Alex was contemplating diversifying his portfolio into other consumer-tech companies.

As a longtime supporter of the brand, Sarah felt frustrated and slightly betrayed. Dave was feeling anxious about the drop in sales and the impact on his store’s profitability. Alex was unhappy with the declining stock value.

Sarah was looking for alternatives to the headphones, even though she loves the product’s quality. Dave was scheduling a call with Omega to negotiate pricing and terms. Alex was planning to attend Omega’s next shareholder meeting to find out more information from the leadership team.

When Omega leaders analyzed the data in the maps, they realized that pricing wasn’t the only reason for declining sales. A more profound issue was customers’ dissatisfaction with the perceived price-to-quality ratio, especially when compared with competitors’ offerings. That insight prompted the team to consider enhancing the headphones with additional features, offering more-affordable alternatives, and possibly switching to a service model.

Phase 4: Elevate

This phase involves exploring how the problem connects to broader organizational issues. It’s like zooming out on a map to understand where a city lies in relation to the whole country or continent. This bird’s-eye view reveals interconnected issues and their implications.

For this analysis, we recommend the four-frame model developed by Lee Bolman and Terrence Deal, which offers distinct lenses through which to view the problem at a higher level. The structural frame helps you explore formal structures (such as hierarchy and reporting relationships); processes (such as workflow); and systems, rules, and policies. This frame examines efficiency, coordination, and alignment of activities.

The human resources frame focuses on people, relationships, and social dynamics. This includes teamwork, leadership, employee motivation, engagement, professional development, and personal growth. In this frame, the organization is seen as a community or a family that recognizes that talent is its most valuable asset. The political frame delves into power dynamics, competing interests, conflicts, coalitions, and negotiations. From this perspective, organizations are arenas where various stakeholders vie for resources and engage in political struggles to influence decisions. It helps you see how power is distributed, used, and contested.

The symbolic frame highlights the importance of symbols, rituals, stories, and shared values in shaping group identity and culture. In it, organizations are depicted as theaters through which its members make meaning.

Using this model, the Omega team generated the following insights in the four frames:

Structural.

A deeper look into the company’s structure revealed siloing and a lack of coordination between the R&D and marketing departments, which had led to misaligned messaging to customers. It also highlighted a lack of collaboration between the two functions and pointed to the need to communicate with the target market about the product’s features and benefits in a coherent and compelling way.

Human resources.

This frame revealed that the declining sales and price hikes had ramped up pressure on the sales team, damaging morale. The demotivated team was struggling to effectively promote the product, making it harder to recover from declining sales. Omega realized it was lacking adequate support, training, and incentives for the team.

The key insight from this frame was that the finance team’s reluctance to approve promotions in the sales group to maintain margins was exacerbating the morale problem. Omega understood that investing in sales leadership development while still generating profits was crucial for long-term success and that frank discussions about the issue were needed.

This frame highlighted an important misalignment in perception: The company believed that its headphones were of “top quality,” while customers reported in surveys that they were “overpriced.” This divergence raised alarm that branding, marketing, and pricing strategies, which were all predicated on the central corporate value of superior quality, were no longer resonating with customers. Omega realized that it had been paying too little attention to quality assurance and functionality.

Phase 5: Envision

In this phase, you transition from framing the problem to actively imagining and designing solutions. This involves synthesizing the insights gained from earlier phases and crafting a shared vision of the desired future state.

Here we recommend using a technique known as backcasting. First, clearly define your desired goal. For example, a team struggling with missed deadlines and declining productivity might aim to achieve on-time completion rates of 98% for its projects and increase its volume of projects by 5% over the next year. Next, reverse engineer the path to achieving your goal. Outline key milestones required over both the short term and the long term. For each one, pinpoint specific interventions, strategies, and initiatives that will propel you closer to your goal. These may encompass changes in processes, policies, technologies, and behaviors. Synthesize the activities into a sequenced, chronological, prioritized road map or action plan, and allocate the resources, including time, budget, and personnel, necessary to implement your plan. Finally, monitor progress toward your goal and be prepared to adjust the plan in response to outcomes, feedback, or changing circumstances. This approach ensures that the team’s efforts in implementing the insights from the previous phases are strategically and purposefully directed toward a concrete destination.

Applying the Approach

Albert Einstein once said, “If I had one hour to solve a problem, I would spend 55 minutes thinking about the problem and five minutes thinking about the solution.” That philosophy underpins our E5 framework, which provides a structured approach for conscientiously engaging with complex problems before leaping to solutions.

As teams use the methodology, they must understand that problem-framing in today’s intricate business landscape is rarely a linear process. While we’re attempting to provide a structured path, we also recognize the dynamic nature of problems and the need for adaptability. Invariably, as teams begin to implement solutions, new facets of a problem may come to light, unforeseen challenges may arise, or external circumstances may evolve. Your team should be ready to loop back to previous phases—for instance, revisiting the expand phase to reassess the problem’s frame, delving deeper into an overlooked root cause in another examine phase, or gathering fresh insights from stakeholders in a new empathize phase. Ultimately, the E5 framework is intended to foster a culture of continuous improvement and innovation.

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The 5 steps of the solving problem process

August 17, 2023 by MindManager Blog

Whether you run a business, manage a team, or work in an industry where change is the norm, it may feel like something is always going wrong. Thankfully, becoming proficient in the problem solving process can alleviate a great deal of the stress that business issues can create.

Understanding the right way to solve problems not only takes the guesswork out of how to deal with difficult, unexpected, or complex situations, it can lead to more effective long-term solutions.

In this article, we’ll walk you through the 5 steps of problem solving, and help you explore a few examples of problem solving scenarios where you can see the problem solving process in action before putting it to work.

Understanding the problem solving process

When something isn’t working, it’s important to understand what’s at the root of the problem so you can fix it and prevent it from happening again. That’s why resolving difficult or complex issues works best when you apply proven business problem solving tools and techniques – from soft skills, to software.

The problem solving process typically includes:

• Pinpointing what’s broken by gathering data and consulting with team members.
• Figuring out why it’s not working by mapping out and troubleshooting the problem.
• Deciding on the most effective way to fix it by brainstorming and then implementing a solution.

While skills like active listening, collaboration, and leadership play an important role in problem solving, tools like visual mapping software make it easier to define and share problem solving objectives, play out various solutions, and even put the best fit to work.

Before you can take your first step toward solving a problem, you need to have a clear idea of what the issue is and the outcome you want to achieve by resolving it.

For example, if your company currently manufactures 50 widgets a day, but you’ve started processing orders for 75 widgets a day, you could simply say you have a production deficit.

However, the problem solving process will prove far more valuable if you define the start and end point by clarifying that production is running short by 25 widgets a day, and you need to increase daily production by 50%.

Once you know where you’re at and where you need to end up, these five steps will take you from Point A to Point B:

• Figure out what’s causing the problem . You may need to gather knowledge and evaluate input from different documents, departments, and personnel to isolate the factors that are contributing to your problem. Knowledge visualization software like MindManager can help.
• Come up with a few viable solutions . Since hitting on exactly the right solution – right away – can be tough, brainstorming with your team and mapping out various scenarios is the best way to move forward. If your first strategy doesn’t pan out, you’ll have others on tap you can turn to.
• Choose the best option . Decision-making skills, and software that lets you lay out process relationships, priorities, and criteria, are invaluable for selecting the most promising solution. Whether it’s you or someone higher up making that choice, it should include weighing costs, time commitments, and any implementation hurdles.
• Put your chosen solution to work . Before implementing your fix of choice, you should make key personnel aware of changes that might affect their daily workflow, and set up benchmarks that will make it easy to see if your solution is working.
• Evaluate your outcome . Now comes the moment of truth: did the solution you implemented solve your problem? Do your benchmarks show you achieved the outcome you wanted? If so, congratulations! If not, you’ll need to tweak your solution to meet your problem solving goal.

In practice, you might not hit a home-run with every solution you execute. But the beauty of a repeatable process like problem solving is that you can carry out steps 4 and 5 again by drawing from the brainstorm options you documented during step 2.

Examples of problem solving scenarios

The best way to get a sense of how the problem solving process works before you try it for yourself is to work through some simple scenarios.

Here are three examples of how you can apply business problem solving techniques to common workplace challenges.

Scenario #1: Manufacturing

Building on our original manufacturing example, you determine that your company is consistently short producing 25 widgets a day and needs to increase daily production by 50%.

Since you’d like to gather data and input from both your manufacturing and sales order departments, you schedule a brainstorming session to discover the root cause of the shortage.

After examining four key production areas – machines, materials, methods, and management – you determine the cause of the problem: the material used to manufacture your widgets can only be fed into your equipment once the machinery warms up to a specific temperature for the day.

Your team comes up with three possible solutions.

• Leave your machinery running 24 hours so it’s always at temperature.
• Invest in equipment that heats up faster.
• Find an alternate material for your widgets.

After weighing the expense of the first two solutions, and conducting some online research, you decide that switching to a comparable but less expensive material that can be worked at a lower temperature is your best option.

You implement your plan, monitor your widget quality and output over the following week, and declare your solution a success when daily production increases by 100%.

Scenario #2: Service Delivery

Business training is booming and you’ve had to onboard new staff over the past month. Now you learn that several clients have expressed concern about the quality of your recent training sessions.

After speaking with both clients and staff, you discover there are actually two distinct factors contributing to your quality problem:

• The additional conference room you’ve leased to accommodate your expanding training sessions has terrible acoustics
• The AV equipment you’ve purchased to accommodate your expanding workforce is on back-order – and your new hires have been making do without

You could look for a new conference room or re-schedule upcoming training sessions until after your new equipment arrives. But your team collaboratively determines that the best way to mitigate both issues at once is by temporarily renting the high-quality sound and visual system they need.

Using benchmarks that include several weeks of feedback from session attendees, and random session spot-checks you conduct personally, you conclude the solution has worked.

Scenario #3: Marketing

You’ve invested heavily in product marketing, but still can’t meet your sales goals. Specifically, you missed your revenue target by 30% last year and would like to meet that same target this year.

After collecting and examining reams of information from your sales and accounting departments, you sit down with your marketing team to figure out what’s hindering your success in the marketplace.

Determining that your product isn’t competitively priced, you map out two viable solutions.

• Hire a third-party specialist to conduct a detailed market analysis.
• Drop the price of your product to undercut competitors.

Since you’re in a hurry for results, you decide to immediately reduce the price of your product and market it accordingly.

When revenue figures for the following quarter show sales have declined even further – and marketing surveys show potential customers are doubting the quality of your product – you revert back to your original pricing, revisit your problem solving process, and implement the market analysis solution instead.

With the valuable information you gain, you finally arrive at just the right product price for your target market and sales begin to pick up. Although you miss your revenue target again this year, you meet it by the second quarter of the following year.

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How to Write a Problem Statement: Guide for Project Success

A clear problem statement is crucial for project success. It should describe the issue , its impact , and context without proposing solutions. Craft a concise statement that aligns stakeholders and guides research . Regularly review your problem statement to ensure solutions address the core issue .

Many people struggle to explain problems at work or in research projects. Research indicates that over two-thirds of projects don't succeed because the initial problem statement isn't clearly defined. Here, you'll learn how to create strong problem statements , setting your projects up for success from the start.

Every successful project or study relies on a clear explanation of the issue at hand. It guides teams toward a shared goal and prevents solving the wrong problem. A problem statement briefly describes an issue that needs fixing. It describes the present circumstances, the intended result, and the difference between them . It provides a brief overview of the issue without proposing any fixes.

Why Well-Crafted Problem Statements Matter

Defining a problem statement.

For example, a healthcare project's problem statement might be:

"In 2019, late filing caused 61.6% of denied insurance claims, leading to $7.8 million in lost profit."

This explanation highlights the problem , its effects, and paves the way for further investigation.

The Importance of Problem Statements

Problem statements serve a crucial purpose beyond mere procedure. They serve several important functions:

• Alignment : They make sure all stakeholders work towards the same goal.
• Focus : By clearly defining the problem, teams can avoid getting distracted by symptoms instead of addressing root causes.
• Prioritization : Measuring a problem's impact helps in ranking issues and using resources well.

"If I had an hour to solve a problem I'd spend 55 minutes thinking about the problem and five minutes thinking about solutions." — Albert Einstein

Einstein believed that most of the time spent solving a problem should be used to understand it, with only a small portion dedicated to finding solutions. Grasping the issue fully is crucial before attempting to resolve it.

Crafting a Clear Problem Statement

Having covered the importance of problem statements, we'll now explore techniques for developing one that boosts your project's chances of success.

Essential Elements of a Robust Problem Statement

An effective problem statement needs to have these parts:

• Explanation of the issue : It must be easy to grasp, precise, and free from confusion.
• How the issue affects things : When you can, use figures to show the scale of the problem.
• Context : Provide context to ensure readers grasp the full picture.
• Stakeholders : Specify the people impacted by the issue.
• Timeframe : Pinpoint when the issue first arose and its frequency.

Keep in mind, an effective problem statement is brief (typically two sentences max) and immediately captures the reader's interest. It should inspire and motivate without suggesting a specific solution.

Key Errors to Steer Clear Of

Despite good aims, people often make errors when describing problems. Watch out for these frequent mistakes:

• Addressing surface issues rather than underlying reasons : Dig deeper to uncover the true problems.
• Including solutions : A problem statement should explain the issue, not suggest solutions.
• Blaming others : Focus on the main issue, avoiding personal or departmental references in your statement.

Crafting a clear problem statement without these errors will set a strong foundation for your work.

Moving from Identifying the Problem to Taking Steps

An effective problem statement is only the beginning. True advancement occurs when you apply the statement to achieve concrete outcomes.

Letting Your Problem Statement Direct Your Investigation

A well-defined problem statement can act as a roadmap for your study or project . It assists you in:

• Find key areas to study : The elements of your problem statement point to areas where you need more information.
• Create research questions : These inquiries will help you explore the issue and its origins in greater depth.
• Choose the right methods : The nature of the issue will point you to the most suitable investigation techniques.

Keep in mind that your problem statement may evolve. Your understanding might grow, requiring adjustments to the statement . This back-and-forth process is normal and useful in research.

Turning Your Problem Statement into Solutions

While your problem statement shouldn't include solutions, it's the starting point for finding them. Here's a way to move forward:

• Brainstorming : Let your problem statement inspire new thoughts and concepts.
• Evaluation : Compare possible answers with the requirements in your problem statement.
• Implementation : Regularly review your problem outline to ensure your selected fix truly addresses the core issue.

Constantly checking your problem statement during problem-solving keeps your work targeted and aligned with your initial aims.

Problem Framing: Your Key to Success

Writing effective problem statements is a skill that can greatly improve the success rate of your projects and research. Clearly stating the problem paves the way for fresh ideas and valuable outcomes.

A good problem statement acts as your roadmap, guiding you through the tricky steps of solving issues. When you encounter a difficult situation, pause and consider if you've truly understood what the issue is. This approach will help you see things more clearly and know what to do next.

Which problem are you going to look at differently today?

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1.2 Problem Solving: The Most Important Skill in Information Systems

An example of a problem solving that instead exploits an opportunity is a brick and mortar business, such as a furniture store, that sees an opportunity to increase sales by adding the ability to sell online. An IS professional exploits that opportunity by determining and designing the best option for selling online. Designing a solution to the opportunity facing the furniture store is considered “problem solving.”

Related to problem solving, employers have indicated the main capabilities expected of all IS graduates. 1 These include the ability to:

Improve Organizational Processes

Exploit Opportunities Created by Technology Innovations

Understand and Address Information Requirements

Identify and Evaluate Solution and Sourcing Alternatives

Design and Manage Enterprise Architecture

Secure Data and Infrastructure

Understand, Manage, and Control IT Risks

The capabilities in the list above may be somewhat unfamiliar to you right now, but recognize that the ones that have been italicized require problem-solving skills. Therefore, regardless of the IS classes that an IS graduate may take when completing a degree, over half of the capabilities employers expect of graduates involve the ability to solve problems in a technology context. For example, improving organizational processes means that an IS professional needs to first understand what is wrong with an organizational process, and then design a solution. Similarly, exploiting an opportunity means that an IS professional must understand the opportunity, then design a solution with a technology that takes advantage of the opportunity. Understanding and addressing information requirements means that an IS professional needs to understand what is wanted from stakeholders, and then meet those wants through a solution that the professional designs. Lastly, identifying and evaluating solutions and sourcing alternatives means that an IS professional first understands a problem to be solved, and then thoughtfully selects the best way to solve the problem, which will include alternatives such as either building custom software from scratch or buying existing software that other software companies have already created.

The job placement statistics for IS graduates provide further evidence of the importance of problem-solving skills. According to a 2019 job index report sponsored by AIS and Temple University, the leading job categories for graduates include the following: 2

IT Consulting

Computer Systems Analyst

Data Analytics

Software Development

Information Security

The primary responsibility of professionals working in IT Consulting and Computer Systems Analyst jobs is to solve problems for organizations using technology. Together, these two job categories represent over one-fourth of the jobs in IS. Other job roles in IS also require significant problem-solving skills, even if those skills aren't considered a primary responsibility. Consider the role of a software developer. They might think of their job as merely writing code, but in reality, they are asked to do far more than this by providing solutions to important organizational problems. For example, they may be asked to solve the business problem of not having web-based payment options for customers, or they may be asked to solve the problem of expensive and inefficient public transportation (think of Uber as a solution), or they may be asked to solve the problem of a sales team that has no means of accessing organizational data when they are away from the office (see Vignette 1.2 for an example of a problem that was solved in a university setting).

Any time a developer is required to build a solution to a problem, they first have to research it and determine what they need to do. In other words, they have to solve the problem conceptually before they can physically implement its solution. That is precisely what this book teaches IS professionals to do: solve problems conceptually before implementing them physically.

One type of organization all students are familiar with is a university, and one task they are all familiar with is registering for classes. Today, most students enjoy the relative ease of course registration. It involves an electronic list of courses available, and often it reveals the number of seats still available in a given section of a course. Adding and dropping a class can be as easy as clicking a button.

However, it wasn’t always so simple. Students used to fill out cards for classes that they wanted to register for and then have to wait in lines for each class to submit their cards. Imagine the number of headaches this caused: needing to be in a physical location to submit your card, finding out the class you wanted was full when you got to the front of the line, selecting another class, and starting the process all over again. Moving class registration online wasn’t just a technical task (e.g., programming a website); it was also a way to remove a lot of pain points for a lot of people—it was solving a problem. Just as IS professionals have solved a registration problem for universities, IS professionals today help organizations address an ever-evolving list of problems.

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The Importance of Soft Skills in the Tech Industry with Examples

As the tech industry continues to evolve, soft skills have become just as crucial as technical knowledge.

According to a LinkedIn survey , 92% of hiring managers believe that soft skills are equally or more important than technical skills in securing a tech position.

While mastering technical ability remains essential, soft skills are increasingly recognized as critical to career success and organizational efficiency.

These skills play a pivotal role in team collaboration, problem-solving, and client interaction, ultimately driving the success of both tech professionals and the organizations they serve.

What are soft skills in the tech industry?

Soft skills refer to the non-technical abilities that enable individuals to interact effectively with others, manage their own behaviors, and navigate complex social environments.

Unlike hard skills or technical skills—which include specific knowledge or abilities related to a particular job function—soft skills encompass attributes like communication, teamwork, adaptability, and emotional intelligence.

These are the key skills that, although less tangible than technical abilities, are crucial for success in the technology industry.

Why soft skills matter in tech

Soft skills in tech provide collaboration and teamwork, client and stakeholder interaction, problem-solving and innovation, and leadership and career growth.

Collaboration and teamwork

In the tech industry, collaboration is essential for the success of technology projects.

Teamwork skills ensure that individuals can work effectively in diverse teams, often across various departments.

When communication skills are lacking, even the most technically proficient teams can struggle.

For instance, poor communication can lead to misunderstandings, missed deadlines, and ultimately, project failures.

Therefore, collaboration skills are vital for ensuring that technology projects are completed successfully and on time.

Client and stakeholder interaction

Clear and effective communication is critical when working with clients and stakeholders, particularly those who may not have a technical background.

Interpersonal skills such as empathy and effective communication skills help tech professionals convey complex ideas in an understandable way, leading to better client satisfaction and project outcomes.

Soft skills ensure that clients feel understood and valued, which can make a significant difference in the success of technology projects.

Problem-solving and innovation

Problem-solving skills are at the core of every successful tech professional.

The ability to approach challenges with critical thinking and develop innovative solutions is what drives progress in the tech sector.

Soft skills like creativity and analytical thinking are essential for problem-solving, as they allow professionals to think outside the box and develop technological solutions that might not be immediately obvious.

Moreover, the inclusion of diverse perspectives through collaborative efforts often leads to more creative solutions and greater innovation.

Leadership and career growth

As the tech industry continues to grow, so does the demand for professionals who can lead teams and communicate effectively with both technical and non-technical colleagues.

Leadership skills—a combination of technical knowledge and soft skills—are essential for those aspiring to take on leadership roles.

Tech professionals with strong leadership skills are better equipped to manage teams, provide constructive feedback, and ensure that everyone is working towards the same goals.

Soft skills development is therefore crucial for those looking to advance their tech career.

Examples of soft skills in tech

Examples of soft skills in tech include communication, teamwork, adaptability, problem-solving, and emotional intelligence.

Communication

Communication skills are essential for the clear and effective exchange of ideas, whether you’re working within a team or presenting to stakeholders.

Strong communication skills ensure that complex technical concepts are conveyed in a way that is accessible to all parties involved.

Working collaboratively in diverse teams is a core component of success in the tech industry.

Teamwork skills enable individuals to contribute to group efforts, share knowledge, and leverage the strengths of their colleagues to achieve common goals.

Adaptability

The ability to navigate and thrive in changing environments is critical in the fast-paced field of technology.

Adaptability skills courses can help professionals learn to quickly adjust to new tools, technologies, and market demands, ensuring they remain competitive in the job market.

Problem-solving

Approaching challenges creatively and efficiently is key to developing logical solutions and technological solutions.

Problem-solving skills are essential for overcoming obstacles and finding practical solutions to complex technology issues.

Emotional intelligence

Understanding and managing emotions—both in oneself and in others—is a crucial soft skill in the tech industry.

High emotional intelligence helps professionals navigate interpersonal dynamics, leading to more cohesive teams and better collaboration.

How to develop soft skills in the tech industry

Develop soft skills in the tech industry through training and development and encouraging a soft skills culture.

Training and development

Soft skills development can be achieved through various methods, including workshops, mentoring, and role-playing scenarios.

Continuous learning and self-awareness are important for professional development in the tech sector. Engaging in communication skills courses, critical thinking skills courses, and teamwork skills courses can help professionals enhance their core skills and succeed in their roles.

Encouraging a soft skills culture

Organizations can foster a culture that values and nurtures soft skills by recognizing and rewarding these abilities.

Creating an environment that emphasizes the importance of soft skills can lead to better team dynamics, increased productivity, and more innovative outcomes.

By integrating soft skills training into their company culture, organizations ensure that soft skills are not just developed but also applied in everyday life.

The future of soft skills in tech

The future of soft skills in tech is centered around shifting industry expectations and using soft skills as a competitive advantage.

Shifting industry expectations

As automation continues to advance, the demand for soft skills in the tech industry is expected to grow.

Soft skills will play a pivotal role in the future of work, enabling professionals to adapt to new challenges and collaborate with both humans and machines.

Using soft skills as a competitive advantage

In a competitive job market, tech professionals with strong soft skills will stand out.

These skills not only enhance individual performance but also drive innovation and productivity across teams.

As the industry evolves, the combination of technical skills and soft skills will become the hallmark of a successful tech professional.

Tech soft skills you need to succeed

The importance of soft skills in the tech industry cannot be overstated.

As technical skills remain crucial, the integration of soft skills into the skill set of tech professionals is essential for career success.

Organizations and individuals alike should prioritize soft skills development as part of their professional growth strategy.

By fostering a balance between technical expertise and soft skills, the tech industry will continue to thrive, leading to more effective, innovative, and people-centered outcomes.

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By Sarah Magazzo

Digital Marketing Manager for Mondo National Staffing Agency | AI Drafted & Human Crafted

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Top 6 Problem Statements with Solution Ideas for Smart India Hackathon 2024: Space Technology

The Smart India Hackathon (SIH) 2024 has opened doors for the budding innovators to tackle some of the most difficult problems in Space Technology. This ranges from exploring new frontiers in outer space to building new tools to analyse satellite images. This blog highlights 10 main Problem statements under the Space Technology theme which highlights the types of projects that can be undertaken aimed at moving further that frontier.

Table of Contents

Problem Statements Overview:

The Space Technology theme in SIH 2024 provides an opportunity to go beyond the normal limits in innovation related to the field of space exploration and satellite imagery. Participants in these problem statements have the opportunity to be part of things which can fundamentally change the way we conduct space missions and observe the planet observation.

Call to Action

Are you ready to take on the challenges of Space Technology? Form your team, bring your ideas to life, and participate in SIH 2024 to make a significant impact in the future of space exploration!

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Top 10 Problem Statements with Solution Ideas for Smart India Hackathon 2024: Renewable / Sustainable Energy

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