From 10eafd032dbd585447c4777dd23408ce7c6f4634 Mon Sep 17 00:00:00 2001 From: Peter Rowland Date: Tue, 3 Mar 2020 15:12:41 -0800 Subject: [PATCH 1/4] Create five-whys --- _methods/five-whys | 60 ++++++++++++++++++++++++++++++++++++++++++++++ 1 file changed, 60 insertions(+) create mode 100644 _methods/five-whys diff --git a/_methods/five-whys b/_methods/five-whys new file mode 100644 index 00000000..87f45731 --- /dev/null +++ b/_methods/five-whys @@ -0,0 +1,60 @@ +--- +layout: card +title: Five Whys +permalink: /discover/five-whys/ +redirect_from: + - /five-whys/ +description: +category: Discover +what: An iterative process for identifying the root cause of a problem by posing the question “Why?” at least five times to help separate symptoms from causes. + +why: To identify the root cause(s) of an issue or problem. + +timeRequired: <1 hour + +--- + +## How to do it + +Select a particular issue or problem from your user research to investigate further. This could be the most commonly occurring problem or a problem that has been prioritized by the team. +Ask why the problem occurred and write down an answer. Repeat this process another four times, building off of the previous response each time to drill down to a root cause. See example below: +Starting problem: “We didn’t meet our goal for public feedback during the open comment period.” +1. *Why?* +“Not enough people submitted comments.” +2. *Why?* +“Not enough people made it to the comment submission form.” +3. *Why?* +“The comment submission form was hard to find.” +4. *Why?* +“The link to the comment submission form was buried on the page.” +5. *Why?* +“We didn’t formulate and publish a call to action to submit comments.” + + +After getting to a root cause, frame or reframe your problem solving approach to address it (e.g. “how might we easily communicate how users’ donations will contribute to the cause?”) This should give a new perspective and approach to the problems that surfaced during research. + +Note: You may can “why” more or less than five times during this process. The purpose of this exercise is to help identify what is the root cause. Ask “why” as many times as needed to get to what you think the root cause is. + + + +
+ +## Additional resources + +- Five Whys Tree Diagrams — [Example 1](https://www.xmind.net/m/n5cq/) and [Example 2](https://www.xmind.net/m/SeKk/) +- [Five Whys](https://en.wikipedia.org/wiki/Five_whys) on Wikipedia +- [Root cause analysis](https://en.wikipedia.org/wiki/Five_whys) on Wikipedia + +
+ +
+ +## Considerations for use in government + +No PRA implications. No information is collected from members of the public. + +
From 12b0a214f582778b88b452f72f5674da97922c62 Mon Sep 17 00:00:00 2001 From: Julia Lindpaintner <42982184+juliaklindpaintner@users.noreply.github.com> Date: Tue, 3 Mar 2020 18:32:11 -0500 Subject: [PATCH 2/4] Create md file for 5 whys --- _methods/five-whys.md | 61 +++++++++++++++++++++++++++++++++++++++++++ 1 file changed, 61 insertions(+) create mode 100644 _methods/five-whys.md diff --git a/_methods/five-whys.md b/_methods/five-whys.md new file mode 100644 index 00000000..4e8f3b03 --- /dev/null +++ b/_methods/five-whys.md @@ -0,0 +1,61 @@ +--- +layout: card +title: Five whys +permalink: /discover/five-whys/ +redirect_from: + - /five-whys/ +description: +category: Discover +what: An iterative process for identifying the root cause of a problem by posing the question “Why?” at least five times to help separate symptoms from causes. + +why: To identify the root cause(s) of an issue or problem. + +timeRequired: <1 hour + +--- + +## How to do it + +Select a particular issue or problem from your user research to investigate further. This could be the most commonly occurring problem or a problem that has been prioritized by the team. +Ask why the problem occurred and write down an answer. Repeat this process another four times, building off of the previous response each time to drill down to a root cause. See example below: + +Starting problem: “We didn’t meet our goal for public feedback during the open comment period.” +1. *Why?* +“Not enough people submitted comments.” +2. *Why?* +“Not enough people made it to the comment submission form.” +3. *Why?* +“The comment submission form was hard to find.” +4. *Why?* +“The link to the comment submission form was buried on the page.” +5. *Why?* +“We didn’t formulate and publish a call to action to submit comments.” + + +After getting to a root cause, frame or reframe your problem solving approach to address it (e.g. “how might we easily communicate how users’ donations will contribute to the cause?”) This should give a new perspective and approach to the problems that surfaced during research. + +*Note: You may can “why” more or less than five times during this process. The purpose of this exercise is to help identify what is the root cause. Ask “why” as many times as needed to get to what you think the root cause is.* + + + +
+ +## Additional resources + +- Five Whys Tree Diagrams — [Example 1](https://www.xmind.net/m/n5cq/) and [Example 2](https://www.xmind.net/m/SeKk/) +- [Five Whys](https://en.wikipedia.org/wiki/Five_whys) on Wikipedia +- [Root cause analysis](https://en.wikipedia.org/wiki/Five_whys) on Wikipedia + +
+ +
+ +## Considerations for use in government + +No PRA implications. No information is collected from members of the public. + +
From 148d507e52bb5da6c84cc249468d34e50bed1e1b Mon Sep 17 00:00:00 2001 From: Julia Lindpaintner <42982184+juliaklindpaintner@users.noreply.github.com> Date: Tue, 3 Mar 2020 18:32:36 -0500 Subject: [PATCH 3/4] Replaces this file with a markdown file --- _methods/five-whys | 60 ---------------------------------------------- 1 file changed, 60 deletions(-) delete mode 100644 _methods/five-whys diff --git a/_methods/five-whys b/_methods/five-whys deleted file mode 100644 index 87f45731..00000000 --- a/_methods/five-whys +++ /dev/null @@ -1,60 +0,0 @@ ---- -layout: card -title: Five Whys -permalink: /discover/five-whys/ -redirect_from: - - /five-whys/ -description: -category: Discover -what: An iterative process for identifying the root cause of a problem by posing the question “Why?” at least five times to help separate symptoms from causes. - -why: To identify the root cause(s) of an issue or problem. - -timeRequired: <1 hour - ---- - -## How to do it - -Select a particular issue or problem from your user research to investigate further. This could be the most commonly occurring problem or a problem that has been prioritized by the team. -Ask why the problem occurred and write down an answer. Repeat this process another four times, building off of the previous response each time to drill down to a root cause. See example below: -Starting problem: “We didn’t meet our goal for public feedback during the open comment period.” -1. *Why?* -“Not enough people submitted comments.” -2. *Why?* -“Not enough people made it to the comment submission form.” -3. *Why?* -“The comment submission form was hard to find.” -4. *Why?* -“The link to the comment submission form was buried on the page.” -5. *Why?* -“We didn’t formulate and publish a call to action to submit comments.” - - -After getting to a root cause, frame or reframe your problem solving approach to address it (e.g. “how might we easily communicate how users’ donations will contribute to the cause?”) This should give a new perspective and approach to the problems that surfaced during research. - -Note: You may can “why” more or less than five times during this process. The purpose of this exercise is to help identify what is the root cause. Ask “why” as many times as needed to get to what you think the root cause is. - - - -
- -## Additional resources - -- Five Whys Tree Diagrams — [Example 1](https://www.xmind.net/m/n5cq/) and [Example 2](https://www.xmind.net/m/SeKk/) -- [Five Whys](https://en.wikipedia.org/wiki/Five_whys) on Wikipedia -- [Root cause analysis](https://en.wikipedia.org/wiki/Five_whys) on Wikipedia - -
- -
- -## Considerations for use in government - -No PRA implications. No information is collected from members of the public. - -
From 74abd2b0d929d47e081b3ce939d2a55a5fffe5cf Mon Sep 17 00:00:00 2001 From: Julia Lindpaintner <42982184+juliaklindpaintner@users.noreply.github.com> Date: Wed, 4 Mar 2020 12:26:52 -0500 Subject: [PATCH 4/4] Update Five whys Noticed that the final paragraph of the method referred to the old example. --- _methods/five-whys.md | 5 ++--- 1 file changed, 2 insertions(+), 3 deletions(-) diff --git a/_methods/five-whys.md b/_methods/five-whys.md index 4e8f3b03..b3703cc7 100644 --- a/_methods/five-whys.md +++ b/_methods/five-whys.md @@ -10,7 +10,7 @@ what: An iterative process for identifying the root cause of a problem by posing why: To identify the root cause(s) of an issue or problem. -timeRequired: <1 hour +timeRequired: Less than 1 hour --- @@ -31,8 +31,7 @@ Starting problem: “We didn’t meet our goal for public feedback during the op 5. *Why?* “We didn’t formulate and publish a call to action to submit comments.” - -After getting to a root cause, frame or reframe your problem solving approach to address it (e.g. “how might we easily communicate how users’ donations will contribute to the cause?”) This should give a new perspective and approach to the problems that surfaced during research. +After getting to a root cause, frame or reframe your problem solving approach to address it (e.g., “how might we create a call to action for comment submission?”). *Note: You may can “why” more or less than five times during this process. The purpose of this exercise is to help identify what is the root cause. Ask “why” as many times as needed to get to what you think the root cause is.*