The Importance of Framing Complexity
The Importance of Framing Complexity in UX Design
In the fast-paced world of User Experience (UX) design, problem-solving is a daily challenge. However, not all problems are created equal. Some are straightforward, with clear causes and solutions, while others are complex, ambiguous, and difficult to define. This article explores the critical importance of “Problem Framing” in tackling complex UX challenges.
Understanding the Problem Space
Problems in UX design can generally be categorised into three types:
Obvious Problems: These are straightforward issues with clear cause-and-effect relationships. The solutions are often self-evident and easy to implement.
Complicated Problems: These involve multiple interconnected components, making the solution less obvious. While still solvable with the right expertise, these problems require more effort and a systematic approach.
Complex Problems: The most challenging of the three, complex problems are characterised by unknown causes and effects. They are unpredictable, and traditional problem-solving methods often fall short. These problems demand experimentation and deep understanding to find effective solutions.
The Value of Problem Framing
A well know scientist once said:
“If I had an hour to solve a problem, I’d spend 55 minutes thinking about the problem and 5 minutes thinking about solutions.”
““If I had an hour to solve a problem, I’d spend 55 minutes thinking about the problem and 5 minutes thinking about solutions.””
This mindset underscores the importance of thoroughly understanding a problem before rushing to find a solution. In UX design, this process is known as Problem Framing.
What is Problem Framing?
Problem Framing is a strategic workshop designed to help teams understand, define, and prioritise complex business problems using data and customer insights. It acts as a lens that allows designers to view problems in specific contexts and break down complex challenges into manageable components. However, it’s crucial to note that Problem Framing is not a problem-solving method. Instead, it is a preparatory step that ensures the team is tackling the right problem, aligning with business objectives and user needs.
Why is Problem Framing Often Overlooked?
Despite its benefits, many teams skip the Problem Framing stage, rushing instead to find solutions. This oversight is often due to a perceived urgency to solve the problem quickly or a mistaken belief that the problem is already well understood. However, skipping this crucial step can lead to misguided efforts, where teams develop solutions without fully understanding the underlying issues, leading to wasted resources and unsatisfactory outcomes.
Incorporating Problem Framing into the Design Process
Problem Framing typically occurs in the “Discovery Space” of the design process, which precedes the development and testing of solutions. In this phase, designers focus on understanding and defining the problem, ensuring they are addressing the root cause rather than merely alleviating symptoms.
Design leaders at JET recognised the need to improve their approach to complex problems. By seeking inspiration from the Design Sprint Academy, they integrated Problem Framing into their workflow, ensuring that complex problems were thoroughly understood before moving on to solutions.
Remote Problem Framing Workshop with The Design Sprint Academy
The Role of Problem Framing in Design Sprints
The traditional Design Sprint framework, developed by Jake Knapp at GV, focuses heavily on the solution space, with 80% of the time dedicated to developing and testing solutions. However, this approach can be limiting if the problem is not correctly framed from the outset.
To address this, the Design Sprint 3.0 framework introduces Problem Framing as a prerequisite. This addition allows teams to gather quantitative and qualitative data, interview stakeholders, synthesise insights, and align on a core problem before diving into the solution space. By spending more time understanding the problem, teams can ensure they are solving the right issue, leading to more effective and impactful solutions.
Who Should Be Involved in Problem Framing?
Successful Problem Framing requires the involvement of key stakeholders:
Decision-Makers: Business leaders with a broad understanding of the company and market. Their role is to ensure the problem aligns with organisational goals.
Experts: Individuals with deep knowledge of the relevant field. Their insights help uncover the root causes of the problem.
Frontline Employees: Those directly affected by the problem, such as engineers, designers, and product owners.
Facilitator: A skilled individual who guides the team through the Problem Framing process, ensuring productive and focused discussions.
Practical Implementation at JET
At JET, the implementation of Problem Framing has already shown tangible benefits. The team has developed Miro templates for both mini and in-depth Problem Framing sessions, allowing for flexibility depending on the data available. Lead and Senior designers are now educating their peers on the importance of Problem Framing, ensuring it becomes an integral part of the UX design process.
Miro templates for both mini and in-depth Problem Framing sessions
Tips for Gaining Buy-In
To successfully integrate Problem Framing into your organisation, consider the following tips:
Test and Refine: Start with small projects to test and refine the Problem Framing approach.
Build Alliances: Gain support from key stakeholders outside of UX, such as product leads and business analysts.
Share Success Stories: Develop case studies that demonstrate the impact of Problem Framing on project outcomes.
Conclusion
Problem Framing is an essential step in solving complex UX challenges. By taking the time to thoroughly understand the problem before seeking solutions, teams can avoid common pitfalls and ensure their efforts are focused on addressing the most critical issues. Our inclusion of this at JET demonstrates, that integrating Problem Framing into the design process leads to more confident, structured, and effective problem-solving.