Define: Identifying user problems
Now that you’ve gathered insights during the Empathize stage, it’s time to move to the “Define” stage of the design process — where you turn that raw research into a clear problem statement you can solve.
DEFINE: Identifying User Problems
What is the Define Stage?
The Define stage is where you analyze all the information gathered during your research and identify the core user problems to solve.
This stage helps you:
- Focus your design on what matters most
- Avoid trying to fix everything
- Create a foundation for ideation and prototyping
Why the Define Stage is Crucial
Without defining the problem clearly:
- Your solutions may miss the mark
- The team may lose focus
- You may waste time solving the wrong problem
“If I had an hour to solve a problem, I’d spend 55 minutes thinking about the problem and 5 minutes thinking about the solution.” — Albert Einstein
What You’re Trying to Find
You’re looking for:
- Patterns in user pain points
- Real needs vs. superficial complaints
- Blocked goals or frustrations
- Jobs users are trying to get done (aka “Jobs To Be Done” method)
How to Define the Problem (Step-by-Step)
1. Synthesize Your Research
Group your notes, quotes, and observations from the Empathize phase.
Use methods like:
- Affinity mapping (grouping sticky notes into themes)
- Highlight common pain points across different users
2. Identify Key User Goals and Barriers
Ask:
- What are users trying to accomplish?
- What’s preventing them?
- What emotions do they experience (frustration, anxiety, confusion)?
3. Write a Problem Statement
Use this simple formula:
“[User type] needs a way to [do something] because [why it matters].”
Example:
A busy parent needs a way to quickly schedule online tutoring for their child because they have limited time and want flexible learning options.
This will guide the features and design decisions you make next.
Alternative Format: Point of View (POV) Statement
Another popular way to write it is:
“We met [user persona] who needs [their need] but [pain point].”
Example:
“We met Ama, a beginner data analyst, who needs a simple way to practice projects but feels overwhelmed by complex platforms.”
Tools to Use
| Tool | Use Case |
|---|---|
| FigJam | Brainstorming & affinity mapping |
| Notion | Synthesizing research notes |
| Google Docs | Writing problem statements |
| Miro | Mapping and organizing insights |
Outcomes of the Define Stage
| Deliverable | Description |
|---|---|
| Problem Statement | Clear sentence outlining the user’s core need |
| User Insight Summary | Bullet points showing key pain points and goals |
| Design Goal | What your product or feature should help users accomplish |
Real-World Example: Define for a Learning Platform
Insights from Empathize:
- Users feel overwhelmed by long videos
- They struggle to stay motivated
- They forget where they stopped last time
Problem Statement:
“Young professionals learning online need a way to easily resume courses and track progress because they often have short, distracted learning sessions.”
Next Step:
Once you’ve defined the problem, you’re ready for the Ideate stage — brainstorming creative solutions.
NEXT LESSON – Ideate: Brainstorming design solutions
