Determine the main and side issues

By Lieselot, 15 juli 2015

To properly see the difference between main and side issues is very important. The first most obvious solution is not always the right one. How do I determine the real problem?

A good help is to create user case scenarios (user journeys): If we solve this using method A, will all other scenarios still work properly? What will be the effort for the development team?

A good example was an assignment to create better radiator connection. Instead of only fixing the connection bugs, we ended up creating a wizard to guide the user to the process with simple visual feedback. In hindsight this sounds very logic, but that was not our first idea.

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It was time-consuming and difficult to draw radiators in the software and connect to a system. Knowledge was needed because of some technical limitations and bugs in the software.


  1. First I dove into the software to see how it was currently working.
  2. Then I organized meetings with people from support and consultants about their experiences and ideas. Discussions were started and it became clear that we needed to give the user help with connecting equipment.
  3. Next I created some user journeys.
  4. Together with support we looked at what the competitors where doing. What was very good? What was wrong? What could we do even better?
  5. I now had the scope and requirements.
  6. I started brainstorming with the developers about some global ideas for a wizard tool. Also input from developers was asked on technical possibilities.
  7. I’ve created a demo using images and showed this to two customers for their feedback about our concept.
  8. Combining all the input I created a document with the scope, requirements and the user case scenarios, plus some UI designs.
  9. I presented the concept in a Design Meeting and it was approved.
  10. Developer team started the implementation.


We created a wizard that saved about 15 minutes of modeling for the engineer. A new idea coming from the feedback of customers, support and competitors.


And then there are always ideas and next steps to take: