How-to: Following on from the user frustrations that you have identified, pick one which you would like to work on further. Write down this problem at the top of the tool. Start with the top row of the page by writing down four different reasons as to why this is a problem. Once the top row has been completed, fill each column one at a time by continuously asking yourself why this is an issue.
Purpose: In order to dig deeper and get to the root cause of the problem, it’s necessary to break it down and try to establish the underlying issue. As its important to focus on the problem and not the solution, the tool helps to really break the issue down towards its cause.