Week 52 - 👊 Problem Solving playbook

Aug 13, 2023

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Quote

"Problem-solving is an art; master it by embracing complexity, thinking broadly, and executing with precision.”

Poll

💯 Framework // Concept // Mental Model

As a leader, problem-solving is your jam. But ambiguous challenges can leave you stuck going in circles. 🤯

Having a solid framework in your back pocket is key to crushing complex problems like a boss. 👊

This comprehensive playbook equips you with steps and pro tips to flex your problem-muscles. Let's do this! 💪

Step 1: Validating You're Solving the Right Problem ✅

Don't dive into solutions without vetting the problem first! Ask probing questions:

Is this a symptom of a deeper issue? 🧐 Use the "5 Whys" technique to get to the root cause.

Example:

Customers complain Uber's ride-matching is taking too long.

Why? Insufficient drivers in the area.

Why? Drivers prefer other locations.

Why? Pricing algorithms favor other zones.

Why? Those zones have higher demand.

Why? Commercial or entertainment hubs are not evenly distributed.

Aha!

The root cause is related to city planning and development, which has led to an uneven distribution of commercial and entertainment hubs. This affects the demand for rides in different areas, influencing pricing algorithms and driver preferences

How big is the business impact? 🌊 Quantify reach, intensity, affected segments, and value.

Example: Issue affects 25% of riders in suburban areas, leading to longer wait times and dissatisfaction. 💸

Does it align with company goals? 🎯 Map to strategic priorities like customer satisfaction and market expansion.

Example: Fixing this aligns with Uber's goal of providing convenient and efficient transportation everywhere. 📈

What's the opportunity cost? ⚖️ Weigh tradeoffs if you paused other initiatives.

Example: Uber would delay the launch of a new luxury ride option, which might appeal to a different customer segment.

What's the cost of inaction? 💀 Analyze if you ignore it. Issues compound!

Example: Persistent issues with ride-matching could deter customers from using Uber, leading to a loss of market share in certain areas. 📉

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Step 2: Framing Problems Broadly 🖼️

Adopt creative lenses to identify the most promising problems to tackle:

What “job” are customers hiring you for? 🤔 Use Jobs-to-be-Done framework.

Example: Uber's job isn't just providing "rides from point A to B" but "offering convenient and reliable transportation options". This opens up ideas like expanding into bike-sharing or public transit integration.

How could competitors disrupt you? 👀 Pretend you're the attacker!

Example: If I were a new ride-sharing platform, I'd focus on niche markets, like pet-friendly rides or environmentally-friendly vehicles.

What trends could erode your value? 🔮 Get ahead of market shifts.

Example: Rise of autonomous driving technology or municipal regulations on ride-sharing could impact Uber's core service offering. 🚘

How can you expand your problem space? 🤸‍♀️ Broaden perspective.

Example: Uber could create community experiences like group rides or membership rewards.

Skipping framing broadly leads to solving the wrong things! 🚫 The best solutions arise from the richest problem understanding. By thinking broadly and creatively, you can uncover deeper issues and opportunities that align with the shifting landscape of urban mobility.

Step 3: Selecting the Optimal Solution Path 🛣️

Ask tough questions upfront to deduce the best type of solution given the problem context:

What's our risk appetite? 🤞 Clarify acceptable investment level.

Example: Uber can invest in a 4-month development cycle with a $200k budget for a new driver incentive program.

What's technically feasible? 🤓 Consult engineers on viable options.

Example: Turns out integrating a real-time surge pricing algorithm within Uber's current system might be too complex.

Where are diminishing returns?🔍 Find the simplest solution that works.

Example: Maybe targeted incentives for drivers in underserved areas hit the mark without needing real-time updates.

How can we pressure test solutions? 🥊 Take a contrarian view.

Example: Uber could consult with drivers who primarily operate in crowded city centers to understand if the incentive program would be effective for them.

What assumptions are we making? 🤥 Map and test hypothesis.

Example: Assuming that higher incentives will always attract more drivers might overlook other factors like safety or work-life balance.

Can we validate quickly with incremental rollout? 🚀 Over big bang launches.

Example: Uber could launch the new incentive program in a test market like Chicago first.

Who could bring fresh perspective? 👥 Hand off to cross-functional peers.

Example: Uber's operations team could collaborate with data scientists to reframe this around diverse driver needs.

Laser focus through rigorous questioning minimizes wasted effort. 🎯 By considering various perspectives and applying critical thinking, you can ensure that they choose the most effective and efficient solution path.

Step 4: Executing Structured Cycles 📆

Tackle large efforts through iterative cycles vs. monolithic projects:

Frame problem by gathering perspectives from all stakeholders. 🤹‍♀️

Example: User interviews, engineer consultations, support ticket analysis.

Explore solutions widely via group brainstorming. 💡

Example: Generate abundance of ideas first.

Prioritize high-impact issues tightly aligned to strategy. ⚖️

Example: Mapping value to retention goal which is the strategic goal focuses efforts.

Pressure test solutions rigorously. 🥊

Example: Poke holes in our assumptions through prototyping.

Prototype and validate concepts quickly with real users. 🤝

Example: Test paper prototype with 5 customers next week.

Communicate updates clearly to align stakeholders. 🗣️

Example: Re-engage executives on insights uncovered.

Staying nimble through iterative cycles allows adjusting based on new learnings! ↩️

Step 5: Problem-Solving Pro Tips 💡

Beyond the playbook, instill these foundational principles:

Collaborate openly 🤝 Align diverse experts across functions towards mission.
Prioritize ruthlessly ⚖️ Stay laser focused on vital few high-impact issues.
Prototype rapidly 🚀 Transform ideas into tangible artifacts to learn.
Obsess over customers 🤝 Involve users continuously throughout process.
Work incrementally 📈 Release value in small chunks, not big bangs.
Measure rigorously 📊 Quantify if solutions are moving metrics that indicate progress.
Communicate clearly 🗣️ Use strategic messaging to rally stakeholders.
Stay nimble ↩️ Pivot as needed based on learnings and new data.

Now get out there and flex your problem-crushing muscles! 💪 What are your top tips for masterful problem-solving?

By applying these methods and principles, you'll be well on your way to masterful problem-solving. Now get out there and flex your problem-crushing muscles with Uber as your guide! 💪 What are your top tips for successful problem-solving