DEVELOP INITIAL PROBLEM STATEMENT
Develop the proposed “problem statement” using the ideal customer definition. In 1-2
sentences describe what problem or opportunity the technology or service solves or
takes advantage of from the customer’s perspective?
The problem statement should describe the following:
 What is broken or where is the pain the from the customer’s perspective? What is
it that THEY recognize as a problem and that they are seeking to solve?
 Where the problem exists. Is it in the customer’s life, in the product or service
currently being offered, or in a process currently being used?
A problem statement could define one of the following:
 A product or process that uses too much resource or negatively impacts resources.
 Things that impact time, profits, cash, quality, efficiency, people’s lives, equipment,
or overhead costs.
 A desire to take advantage of an opportunity for a company to gain new or
expanded market share, higher profits, lower costs or some other advantage.
Be aware of the following when defining the problem:
 Internal processes or procedures associated with the problem or opportunity that
affect implementation of any proposed changes.
 Regulation and agency requirements that negatively impact cost, price, resources,
etc. These should be taken into consideration when coming up with a solution
 Does a substantial market, customer, regulatory, criminal, civil penalty exist for
continuing to do it or not implementing the required changes.
 Whether an effective solution or work-around already exists that is well established
 Whether an effective solution or work-around already exists that is well established
making it hard to displace.
Important: It is critical that the customer recognizes the problem or need. It
helps if the problem is directly stated by the customer and is from the customer’s
perspective and in THEIR words.