In the empathise stage you analysed information. In the define you synthesise that information into an actionable problem.

You will know it is time to move on from the empathise stage when you have enough information to define the problem by creating a problem statement.

The defined problem needs to be:

• human/user-centre

• broad enough for creative freedom

• narrow enough to be manageable

We can use these types of frameworks:

Two methods to help with the define stage

The 4 Ws - Who? What? Where? Why?

Answer these questions to help you define the problem:

Who is experiencing the problem? Who is the focus for your problem statement?

What is the problem? What is standing in the way of the person achieving their goal?

Where does the problem come up? What space (physical or digital), situation or context is the user in when they face the problem? Are other people involved?

Why does it matter? This is the 'so what' part of the problem. Why is it important that this problem get solved?

The 5 Whys

Using the 5 Whys technique helps to really get to the root of a problem.

The 5 Whys method is an iterative interrogative technique pioneered at Toyota Motor Corporation in the 1930s to explore the cause-and-effect relationships underlying a specific problem. By working back the cause of one effect to another up to five times, designers can expose root causes and explore effective solutions.

It is as simple as asking 'Why' until you get to the root of the problem. Sometimes the problem isn't always what you thought:

You may need to revisit the empathise stage to gather more information when you start defining the problem.

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