Reference card

Problem solving

How to approach a problem The 5W2H method

The 5W2H (what, why, where, when, who, how, how much) method enables us to ask the
1. 2. 3. 4. right questions in an appropriate order to define an actionable problem statement.

Identify and WHAT HOW

Break down Organise Solve
understand WHAT is the problem that needs to be HOW is the problem manifesting?
solved?
The symptoms of the problem.
Identify and Break the problem Organise the Solve each individual WHY
understand the nature down into its available part and combine
of the problem. fundamental parts. information. the solutions. WHY is it a problem? HOW MUCH
HOW MUCH of a problem is it?
Already known explanations contributing
to the problem.
Problem-solving methodologies The magnitude, error rate, and trend of
the problem.
Depending on the nature and complexity of the problem we are trying to solve, we can apply WHERE
a problem-solving methodology to bring structure and repeatability to our approach.
WHERE does the problem present itself?

A fundamental problem-structuring framework for solving The locations and/or products affected by
Logic trees complicated problems. the problem.

WHEN
A framework to effectively manage projects. Mostly used by
Agile developers, but can be applied to almost anything. WHEN is the problem observed?

The times when the problem is occurring.

Design thinking A solution-based approach to solve complex, ill-defined problems.

WHO
WHO is experiencing the problem?
A logical problem-solving approach that is rigorous and replicable
Scientific method – used by scientists. The stakeholders that are impacted by
the problem.

A problem-solving method used to identify the root causes

Root cause analysis of problems.

MECE
MECE, or mutually exclusive collectively exhaustive, is a grouping principle that helps us solve problems coherently and comprehensively. It ensures that all possible answers are considered
exactly once.

Opposite words Dividing into opposite complementary parts. Stay in Go out

Conceptual frameworks Qualitative categorisation of the parts. Product Price Promotion Place

Segmentations Segmenting into visible parts. Have all ingredients Have some ingredients Don't have any ingredients

Process structures A breakdown of the underlying process. Thaw Prepare / Cut Spice Heat / Cook Serve

Algebra structures Math equations derived from variable drivers. # kg food Cost per kg

Design thinking
Design thinking is an iterative process to redefine problems, challenge assumptions (about the problem), and create innovative solutions.

A 5-stage process

1. 2. 3. 4. 5. 6.

Empathise Define Ideate Prototype Test Implement

Investigate how the Clearly define the problem Test the different prototypes
Create potential solutions Design different variations
problems affect people highlighting the gap between to understand what
to solve the problem defined of the potential solution
without assumptions the the current (problem) the best solution to
in the previous stage. at a smaller scale.
and biases. and desired (outcome) state. the problem is.

Understand Explore Materialise

Understand the problem. Find the facts. Implement and review.

The double diamond

DOING THE RIGHT THINGS DOING THINGS RIGHT

Co Co
ing nv
er ing Set ideas, nv
er
e rg Primary gin e rg gin
Div g Div vision, and g
research
hypotheses
Themes and clusters
Don’t know, could be

Do know, should be
Opportunities

Questions

Prototype

Research
Insights

Release
Learn

Build

Brief area and Ideate Evaluate

methods

Discover Define Develop Deliver