When a design team spends weeks integrating new features, everyone crosses their fingers for a successful launch. Yet, once the product goes live, reality hits — a redesign that somehow leaves customers even more confused. At that moment, it became evident that the underlying navigation issues were never fully addressed, causing a wave of disappointment.
This frustrating scenario highlights just how important a strong UX problem statement is — a concise description that zeroes in on the real challenge a design needs to address. When this statement is carefully articulated, it steers the entire process, ensuring every decision tackles an actual user struggle and keeps every stakeholder on the same page.
Just so you know, defining the problem does not mean you are suggesting a new feature or solution. Its real strength lies in pinpointing the core difficulty so that everyone understands what’s broken before anybody starts planning how to fix it. Given how intricate this area can be, in today’s article, we plan to discuss each critical component and explore further angles as well.
What is a problem statement?
When you approach design from a UX perspective, a problem statement becomes a concise description of what truly holds users back. This strategy mirrors many core design thinking principles (learn more in our What is design thinking article), leading you to look at which tasks, tools, and environments contribute to the issue. This way, you can frame a statement around what’s required to help people effectively perform their missions.
UX design problem statement emerges once you have real data from interviews, usability tests, or analytics that show where and why users struggle. This is typically crafted during the discovery stage of your project, when you can still adjust your direction. Simply put, you identify the actual barriers that stand in the way of a better experience and steer clear of wasted time, resources, and the frustration that comes from guessing at solutions.
One way to refine your process is to compare different design methodologies. For example, exploring the nuances in Human-Centered Design vs. Design Thinking can offer valuable perspectives. Each concept provides insights into user experiences, challenges, and opportunities that may come in handy in your project’s lifecycle. More so, blending the best of both worlds can lead to a problem statement that is both empathetic and innovative.
Key questions your problem statement should answer
It’s tricky to highlight what makes a good user problem statement since there isn’t one example out there. Still, based on our experience, we can confidently say that if your summary captures all the relevant facts, it’s already a solid foundation.
For example, in our redesign project for myInterview, we defined the core challenge as a “significant drop-off rate (more than 90% within the interview flow).” That single line captured exactly what was going wrong and who it was affecting, making it a strong starting point for design decisions. The clear problem statement helped us tackle the real issue and gave the client the clarity they needed to improve the product and win new enterprise customers.
To help you get there too, we suggest using the 5 Ws technique. In other words, it involves answering the following questions:
→ Who is experiencing the issue?
Pinpoint the individuals or user groups encountering the problem. Think about their background, preferences, and daily tasks.
→ What challenge are they facing?
Highlight the pain points that are slowing users down or stopping them from reaching their goals.
→ Where does this issue occur?
Identify the specific context or setting, whether it is in a mobile app, on a website, or during a physical interaction with a device.
→ When is the problem most evident?
Uncover the time or conditions under which frustrations peak. This might be certain times of day or specific stages in a workflow.
→ Why does it matter to solve this?
Clarify the impact of fixing the issue, such as saving users’ time, reducing errors, or boosting overall satisfaction.
If you do not have all the details yet, do not worry. As you gather more insights from users and stakeholders, you can revisit the problem statement and flesh it out with greater accuracy. This ongoing process keeps you focused on the real user needs rather than assumptions. Applying brainstorming strategies during this phase can also help uncover nuances you might miss, sparking fresh ideas along the way.
What makes a user problem statement different?
After tackling multiple design projects, you’re probably aware of how many terms can sound alike, share similar meanings, and end up causing more confusion. Let’s clear things up by taking a closer look at how a problem statement in UX compares to other concepts so you’ll know exactly what you’re doing and why.
There are two ideas that people most often mix up with a problem statement: the business problem statement and the value proposition.
1. UX problem statement vs Business problem statement.
A UX statement targets the user’s pain points and motivations. It describes who faces the issue and which tasks they find difficult. Meanwhile, a business statement considers revenue, brand reputation, or cost-saving objectives. It might highlight declining sales, slow customer acquisition, or missed opportunities.
Both are valid perspectives, but a user-centered problem statement makes sure design decisions revolve around improving the actual customer experience.
2. UX problem statement vs Value proposition.
A value proposition typically showcases the benefits and unique selling points of a product or service. It explains how the solution stands out and captures why people should pick it over alternatives. In contrast, a UX problem statement focuses on the friction points users encounter.
Where a value proposition might read as a promise of what your product can do, the UX problem statement spells out the precise frustration it aims to resolve.
A broader look at UX problem statement examples
Sometimes, it is easier to grasp the impact of a well-defined problem statement by seeing it in action. Real-world illustrations often do more than just show you “what went wrong” — they uncover how a sharper focus on user needs can spark better solutions. And so you can see it by yourself, let’s take a detailed look at three UX problem statement examples drawn from our portfolio.
Psst... For even more inspiration, check out some of our design thinking examples based on real case studies. There’s plenty of insightful content waiting for you.
Example 1: E-commerce checkout
❌ Weak: “Users leave the website without making a purchase.”
✅ Better: “Shoppers abandon their carts at checkout because they feel unsure about delivery times and return policies.”
Why it works: The improved statement calls out a specific reason (uncertainty about delivery and returns) rather than simply stating the outcome. This clarity guides the design team in addressing the source of hesitation.
Example 2: AI-driven product
❌ Weak: “Users don’t trust AI results.”
✅ Better: “Users hesitate to trust AI-generated recommendations due to a lack of transparency in how the results are calculated.”
Why it works: Moving beyond a vague distrust, the refined statement pinpoints the real barrier — lack of transparency. It tells designers and developers exactly what to focus on to build trust.
Example 3: Local service platform
❌ Weak: “The client needs a website for their new eyelash extension business.”
✅ Better: “Potential customers struggle to find trusted eyelash extension services and need clear pricing and appointment booking options.”
Why it works: Rather than merely stating that a website is required, this version highlights an actual user challenge — locating a trustworthy provider, along with transparent pricing and scheduling details.
How to write a UX problem statement
Continuing our mission to give you practical insights, we could not skip the topic of how to write a problem statement. At first glance, it might seem like a straightforward task, much like putting together a moodboard, but it’s not. To save you from hours of confusion, we recommend following our three-step method, which includes:
- Identify the user (Who is experiencing the issue?)
Before you can solve any design challenge, you need to know exactly for whom you are doing it. Look at user research, persona data, and feedback from interviews or surveys to establish a clear picture of the individuals facing the problem. Ask yourself what goals these users have, what tasks they perform regularly, and what motivations drive them. Being specific about the audience segment keeps your team from making broad assumptions.
- Describe the pain point (What challenge are they facing?)
The next step is to specify the exact obstacle blocking your users. This means looking for patterns in their behavior or pinpointing where they get stuck in a workflow. In some cases, the pain point might be a confusing interface, while in others, it could be a lack of key information. The aim is to uncover the root cause behind user frustration rather than simply describing the symptoms.
- Explain the consequence (Why does this matter?)
Once you know who is struggling and why, it is time to clarify what happens if the issue remains unsolved. Whether it leads to abandoned shopping carts, frustrated customer service calls, or decreased engagement, linking pains to a tangible outcome underlines the importance of fixing them. This part of the statement demonstrates the real-world impact on both the user and, indirectly, your business or product.
The way you organize your problem statement is as important as identifying its key components. The chosen structure should match the project’s pace and objectives. In this case, consider the contrast in Design Thinking vs. Design Sprint — while design thinking encourages a thorough, iterative exploration of user needs, design sprints favor an action-oriented approach. Structure matters, and having this in mind, choose a layout that mirrors your project’s tempo.
Problem statement templates for UX designers
If you are not sure how to articulate a user challenge, we have prepared specific UX problem statement templates to offer a solid starting point. With them being somewhere in your notebook, you can confidently outline the key elements and create a structure that keeps the team aligned. Feel free to adapt them for your unique context and keep iterating as you gather more insights.
→“[User group] is experiencing [pain point], which is caused by [underlying cause]. We aim to address this by [desired outcome] so that users can [benefit or goal].”
→ “Our research shows that [user group] struggles with [challenge], resulting in [consequences like abandoned tasks or errors]. To resolve this, we plan to [intervention or improvement], leading to [positive user impact].”
→ “Users are frustrated by [specific obstacle] due to [root cause]. We need to minimize this frustration by [design approach], allowing them to [achieve desired task or feel a certain way].”
Crafting UX problem statements for new businesses
When an established business with a user base comes to you for design, that’s one scenario. But when a startup reaches out, eager to break into the market, the situation changes completely. You quickly realize there are no existing users — no direct data to lean on — and suddenly, you’re thinking, “What on earth do I do?” Essentially, you’re starting with a blank slate, and that’s where our upcoming tips can really help.
- Take advantage of competitor analysis
Who better to learn from than your competitors? They already operate in the market and are a great guide for you. Examine every touchpoint to pinpoint where their user experience falls short. Look for issues such as confusing navigation, slow load times, or unclear pricing structures. Customer reviews and feedback can also shed light on common frustrations.
That’s exactly what we did in the Data Streams project, where ongoing competitor research helped us identify must-have features, UX gaps and build wireframes.
- Make interviews & surveys your advantage
Direct user feedback is invaluable, especially when starting from scratch. If a business has been operating offline and is now transitioning online, you don’t have to wait for your own user data.
Alternatively, conduct brief interviews with people who have booked similar services. Their feedback may reveal issues like unclear pricing or a cumbersome booking process — critical insights that can greatly help you. Pairing these insights with design thinking ideation techniques can solidify the foundation of your UX problem statement.
- Don’t neglect the power of behavioral research
The most candid insights come from observing real-world conversations, and, to be honest, we rely on this method frequently. For this, you can explore online forums like Reddit and Quora, as well as social media discussions on Twitter or specialized Facebook groups.
Also, review Trustpilot and Google Reviews sites to get unfiltered opinions straight from actual users. Look for recurring themes in complaints or praises, and pay attention to the language users employ when describing their experiences.
Common mistakes when writing UX problem statements
Working in UX design can entail plenty of mistakes along the way, with one common pitfall being the accumulation of UX debt. If you find yourself stuck in this situation, resolving it doesn’t have to be complicated. For practical advice on tackling such a challenge effectively, check out our video featuring three actionable tips to help you get back on track.
When it comes to problem statements, failures can become opportunities to learn, and there’s nothing catastrophic about getting them wrong. That said, to help you steer clear of some of these common errors, we’ve put together a list of the most frequent ones and, as a bonus, provided solutions for each one.
Pitfall 1: Being too broad or vague
Many teams fall into the trap of crafting statements that lack specificity. Broad descriptions may capture a general issue but fail to pinpoint the precise challenges users face. A more effective approach is:
❌ “Users struggle with navigation.”
✅ “Users can’t find the checkout button on mobile, leading to 40% cart abandonment.”
This level of detail sharpens your focus and sets the stage for iterative improvements — much like the structured yet flexible cycles you see in Design Thinking vs. Agile approaches.
Pitfall 2: Writing a solution statement instead of a problem statement
It’s easy to jump straight to solutions, but that can derail your problem-solving process. Rather than stating what you plan to do, highlight the underlying issue. For instance:
❌ “We need a chatbot to improve customer support.”
✅ “Users abandon customer support requests because wait times exceed 5 minutes.”
By isolating the problem, you open up opportunities for creative brainstorming without the constraints of a predetermined answer.
Pitfall 3: Confusing business goals with user problems
Another common mistake is mixing up the company’s objectives with the actual user challenges. To avoid this from happening, stick to the next strategy:
❌ “The company wants more newsletter sign-ups.”
✅ “Users hesitate to subscribe because they don’t see the value of the newsletter.”
This distinction is crucial — focusing on the user’s perspective confirms that your design decisions are truly user-centered rather than just ticking off business targets.
To take your problem statement to the next level, try running it through the 5 Whys test we mentioned earlier. Just as you might refine a design thinking prototype through multiple iterations, this exercise helps you peel back each layer of the issue to uncover the root cause. Each successive “why” brings you closer to the core issue, ensuring your statement is both precise and actionable.
The edge lies in the details
Well, we’ve reached the end, and it’s time to wrap things up. The key takeaway is clear: a well-crafted problem statement lets you uncover real facts and address the genuine challenges users face. And once you’re familiar with how to write a UX problem statement, don’t put off creating yours. Take these insights to heart (maybe even jot them down), and keep an eye on our blog for more tips and inspiration.
In case you need expert guidance to transform your problem statements into powerful designs, reach out to our team. We’re full of inspiration and ready to bring your ideas to life.
