# Problem statement

Summary of method
---
Creating a problem statement in user experience (UX) design involves identifying and defining a specific issue or challenge that users are facing within a product or service. This statement serves as a guiding force for the design process, helping teams focus on solving the right problems effectively.

Example of method
---

Here is a **good example** of a problem statement, written from a user oriented perspective.
> **People** are buying a lot of new smart kitchen gadgets but they are not well integrated. **Someone** might be able to talk to their coffee machine but still have to log into an app to connect to **their** fridge. **They** might want to schedule **their** rice cooker to start when food on the stove reaches a certain temperature, but the stove and rice cooker cannot talk to each other.

Here is a **bad example** of a problem statement, written from a system/solution oriented perspective.
> The **system** will allow seamless interaction with kitchen appliances through a **single interface. Appliances** will be able to communicate with each other and enact rules programmed by a user.

Note: in the good example the end user is the subject of the paragraph, whereas in the bad example it is the solution/system itself that takes centre stage.

When to use this method
---
This method is normally used after methods for empathising with users have been employed to discover an initial set of user requirements.

# **Practicing method**

Overview
---
* *Time:* 15-20 minutes
* *Purpose*: to write a problem statement
* *Materials or tools*: digital or analogue notepad

Steps
---
1. Divide into groups of 4-6 people
2. Select a scenario from the ones presented below
3. In your group, identify the primary issues that you can find within the scenario
4. Write down a concise problem statement, ensuring it is from a user centred point of view
5. Ask some groups to share/comment on each others problem statements
6. Discuss together the most common mistakes that were being made

**Scenario 1**
You are part of a team tasked with improving the checkout process for an e-commerce website that sells clothing and accessories. The current checkout process has multiple steps, including account creation, shipping information, payment details, and order confirmation. Users have complained about the process being time-consuming, confusing, and leading to cart abandonment.

Key Points to Consider:

Users find it challenging to navigate through the checkout steps due to the number of required fields and unclear instructions.
Some users abandon their carts due to unexpected costs (e.g., shipping fees or taxes) that appear during the checkout process.
Users have expressed frustration with the lack of guest checkout options, forcing them to create an account before making a purchase.

**Scenario 2**

You are part of a team developing a mobile app for a food delivery service. Users have reported difficulties in navigating the app to find restaurants, selecting items, and completing orders. The app has various features, including filters for cuisine type, location-based suggestions, and personalized recommendations. However, users often struggle to locate their desired restaurants or items efficiently.

Key Points to Consider:

Users find it challenging to filter restaurants based on specific criteria such as dietary preferences, price range, or distance.
The navigation flow from restaurant selection to finalizing the order is not intuitive, leading to confusion and abandonment.
Users have expressed frustration with the lack of clear categories or search functionalities for specific dishes or cuisines, resulting in time-consuming searches.

**Further Reading**
[Interaction Design Foundation provides more information about problem statements](https://www.interaction-design.org/literature/topics/problem-statements)

###### tags: `method`