Solving problems with innovative solutions – that’s our team’s strength, or so I’ve always thought. Over the last two decades I’ve really come to appreciate the complexity of 21st century business and the challenges brought on by rapid changes in technology. Fast paced change brings with it a high volume of complex problems to be solved, but with each problem comes the opportunity to make things better and elevate a business, a team, or a process to a higher level of productivity and contribution.
Here is where our team has grown so much. When faced with a challenge it’s so easy to simply open up our tool box of skills and quickly start retro-fitting them into a quick solution. We so quickly leap to the end game before fully understanding and documenting the challenge being faced. The proper level of Q&A and documentation up front so often leads to a more optimal solution to the problem.
We are learning to fall in love with the customer’s problem rather than falling in love with the solution. The template for this is spelled out in detail in this excellent article posted to the Intuit developer community.
Complete two simple steps to more clearly understand the problem:
- create a Customer Problem Statement
- create an Ideal State Statement
The Customer Problem Statement consists of the following components:
- I am: (A narrow description of the customer that highlights their motivations, attributes and/or characteristics)
- I am trying to:(Desired outcome)
- But: (Problem or barrier)
- Because: (Root cause)
- Which makes me feel:(Emotion)
After the Customer Problem Statement is complete, the next step is to go to the other end of the spectrum and define the “Ideal State.” This is a description of a future state where an important customer problem or opportunity has been solved to such an amazing degree that the outcome seems almost impossible.
An Ideal State Statement includes:
- In a perfect world:(Bold statement of the future state that is borderline unachievable—think of perfect outcomes, not perfect solutions)
- The biggest benefit to me is: (Most important improvement in the customer’s life when the idea state is achieved)
- Which makes me feel:(Emotion)
Clearly defining your customer’s problem and their Ideal State gives you the beginning and the end of an impactful journey, so don’t skip these important first steps. It will require a little more investment of time but will lead to better solutions for the customer.
Photo by Rowan Heuvel on Unsplash
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