The 5 Whys helps gain a deeper understanding of the problem and its causes. Once you have identified several user frustrations, pick one you would like to work on further.

• Write the user frustration next to, ‘What is the Problem?’

• Starting with the top row, write down four different reasons why this is a problem.

• Once the top row is complete, fill in each column one at a time by continuously asking ‘why?’ to the answer immediately above.

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