Problem Statement Brainstorm

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

Introduction - 10 Minutes

Brainstorming Instructions - 55 Minutes

Adjourn - 10 Minutes

Tips for Facilitators

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)

• • 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)

• • 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)

• • 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.