Writing problem statements in UX: Definition, example, template

Definition of a UX problem statement

A UX problem statement, also known as a user-need statement, is a concise and specific description of the problem that a designer is trying to solve and the desired outcome they want to achieve. It focuses on the end user, clearly defines the problem, and outlines the outcomes the solution should achieve.

Example of a UX problem statement

For marketplace sellers averaging more than 10 open chats daily, the problem is the high volume of chat interactions, especially during weekends. This leads to increased work time for sellers and a fear of losing potential leads. The desired outcome is to design changes that reduce sellers' work time during weekends without negatively impacting the lead time for finalizing deals.

Components of an effective problem statement: A case study

Defining the user and their needs

In order to create an effective problem statement, it is important to first understand who the intended user is. In this case study, the focus was narrowed down to marketplace sellers averaging more than 10 open chats daily.

Identifying the problem and its scope

The problem identified was the high volume of chat interactions that sellers experienced, especially during weekends. This led to increased work time for sellers and a fear of losing potential leads. By mapping the problem space, the team was able to gain a deeper understanding of why the problem was occurring, such as the fact that it was more prominent on weekends.

Outlining desired impact and success criteria

The desired outcome for this problem statement was to design changes that would reduce sellers' work time during weekends without negatively impacting the lead time for finalizing deals. The success criteria were based on the business objective of achieving quicker transaction lead time, while still addressing the sellers' pain points.

Next step: Ideating solutions

With a well-defined problem statement in place, the next step is to ideate potential solutions. In this case study, two ideas that were brainstormed included allowing sellers to snooze the chat and creating an FAQ section for each seller. These ideas could then be further explored and validated using the UX problem statement as a guide.