Problem Framing is essential for aligning cross-functional teams and resolving stakeholder conflicts. It ensures a shared understanding of the problem, driving consensus towards solutions:
Understanding the disconnect between decision-makers and their customers or frontline teams is at the heart of our Problem Framing approach. Often, decisions impacting customers are made by those furthest removed from them, relying on fragmented data and under immense pressure.
We bridge this gap by exposing decision-makers to critical information, such customer insights and business metrics. Each problem or opportunity is scrutinized through dual lenses: its value to the business and its relevance to customer needs.
Contextualizing the problem space ensures all stakeholders share a common understanding of the problem or opportunity.
Aligning stakeholders around a common definition of success is crucial, especially when they have conflicting goals and chase different KPIs.
Customer insights and data will help stakeholders overcome biases and make informed decisions.
Clear understanding of business goals, KPIs, and customer needs leads to well-articulated problem statements.
This phase is about diving deep into your project's context. We gather insights about your specific goals and the challenges you're facing, ensuring a thorough understanding of your needs.
Stakeholder Mapping and Interviews
We identify key decision-makers relevant to your project's scope. This ensures that the right people guide the project and future solutions. We conduct interviews with these stakeholders to understand their knowledge, expectations, and desired outcomes and will use this information to tailor the workshop agenda accordingly.
In this phase, we delve into the business data and metrics relevant to your project, laying a solid foundation for informed decision-making. We identify and prioritize key customer segments and gather existing customer data, conducting additional interviews if necessary. This data is then transformed into customer journey maps or process maps, providing stakeholders with clear visualizations for easy comprehension during the workshop.
Problem Framing Workshop : Remote or In-Person
During a half a day to a full day workshop, stakeholders will have productive conversations by following a structured set of activities. With all critical information visually presented, the stage is set for unbiased, informed decision-making. This process fosters alignment on key opportunities that promise value for both the business and its customers. Strategic clarity emerges, leading to well-defined problem statements and a concrete action plans.
After the workshop, we compile a comprehensive Replay Report. This document encapsulates the insights, discussions, and decisions made during the workshop. It serves as an official record of the engagement, providing a detailed overview of the process and its outcomes. Stakeholders can use it to revisit the workshop's key moments and to ensure continuity in implementing the identified action plans
How to Align Stakeholders and Find Growth Opportunities? A Newspaper Story.
A story of digital transformation: How a leading newspaper pivoted to a digital model with strategic alignment and deep customer focus.