By Jason Hreha

Glossary

Problem Statement

Reviewed by Jason Hreha

Published 1 min read

What is a problem statement?

A problem statement describes a difficulty to address, who experiences it, and the relevant context. In design work, it gives a team a shared question to investigate without assuming that a particular feature is already the answer.

Key components of a problem statement

The GOV.UK guidance on user needs emphasizes evidence from user research, the user’s problem, and continued validation as the team learns. A statement should make clear what is observed and what remains an assumption.

How to write a problem statement

  1. Identify who experiences the difficulty and in what situation.
  2. Describe the observed difficulty and its consequence in clear, specific terms.
  3. Separate evidence from assumptions that still need investigation.
  4. Keep proposed features out of the problem definition so the team can compare different solutions.

Problem statement example

“Applicants cannot tell which documents are required before starting the form, so they interrupt the application to find them” identifies a user, a difficulty, and a consequence. “Applicants need a chatbot” instead specifies one proposed solution.

Using a problem statement in design

A clear statement can guide investigation and comparison of possible solutions, but clarity does not prove that the stated cause is correct. Research may require revising the problem, narrowing the target group, or considering a change outside the interface.

Use the statement to focus research, discuss priorities with the team, and decide what a proposed solution must improve. Return to it when new evidence changes the understanding of the problem.