1. Invite stakeholders to this session to make sure you’re all agreeing on the same problem to tackle.
2. On sticky notes, answer the following questions and Affinity Sort.
What are the current goals of the product or system? What problem does the stakeholder(s) want addressed? Which goals aren’t being met? What is the explicit request for improvement that doesn’t dictate a specific solution?
3. Complete the following template from the group’s answers. Discuss and amend until everyone is happy with the problem statement.
[Our service/product] was designed to achieve [these goals].
We have observed that the product/service isn’t meeting [these goals], which is causing [this adverse effect] to our business.
How might we improve [service/product] so that our customers are more successful based on [these measurable criteria]?