An IdeaScale Whiteboard facilitator guide for Problem Statement Board
The Problem Statement Board serves as our collaborative platform for developing a Problem Statement Matrix. This tool will enable us to systematically document customer challenges, emphasizing their experiences, obstacles, and emotional responses.
Brainstorming Objectives:
- To deeply understand customer challenges by exploring their experiences and emotions.
- To empathize with customers and gain insights into their unmet needs.
- To frame problems in a structured way to facilitate solution finding.
Timing: 75 minutes
Brainstorming Instructions - 55 Minutes
Introduction (10 minutes)
- Welcome participants and emphasize the importance of customer-centricity.
- Briefly introduce yourself and the purpose of the workshop.
- Set the stage: "Today, we're diving deep into customer challenges to better understand their needs and pain points."
- Explain the Problem Statement Matrix and its components: "I am...", "I'm trying to...", "But...", "Because...", "Which makes me feel..."
- Provide examples to illustrate how the matrix works.
Brainstorming Instructions (55 minutes)
- Activity 1: Persona Definition (10 minutes)
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- If you haven't already, clearly define the customer persona(s) you'll be focusing on.
- Use the whiteboard to capture key characteristics of the persona(s).
- Activity 2: Challenge Exploration (30 minutes)
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- Divide participants into smaller groups (if applicable).
- Assign each group a specific customer persona or aspect of the customer journey.
- Instruct them to brainstorm customer challenges and fill out the Problem Statement Matrix on the whiteboard using digital sticky notes.
- Encourage them to consider various scenarios and perspectives.
- Activity 3: Sharing and Synthesis (15 minutes)
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- Have each group present their completed matrix to the larger group.
- Facilitate a discussion to identify patterns, prioritize challenges, and discuss potential solutions.
- Use the whiteboard to capture key insights and action items.
Adjourn (10 minutes)
- Summarize the key customer challenges identified.
- Highlight the emotional impact of these challenges.
- Discuss how these insights will inform future product development or service improvements.
- Thank participants for their empathy and contributions.
Tips for Facilitators
- Emphasize empathy: Encourage participants to put themselves in the customers' shoes.
- Focus on the "why": Dig deeper to understand the root causes of customer challenges.
- Capture the emotional aspect: Pay attention to the "Which makes me feel..." section of the matrix.
- Use visuals: Incorporate images or icons on the whiteboard to represent customer emotions or scenarios.
- Promote active listening: Create a safe space for participants to share and discuss their perspectives.
This Problem Statement Matrix brainstorm framework will help you guide a customer-centric and insightful session. Remember to adapt the timing and activities based on your specific needs and the complexity of the customer journey.