Five whys question model
This job aid presents two question models used to identify and understand the root cause of a problem: the five whys model and the who, what, where, when, why and how model.
Purpose
The five whys question model can be used to:
- explore the cause-and-effect relationship of the problem(s)
- identify the roots causes of problems
- determine the underlying beliefs and motivations of people
Desired outcome
A simplified and linear representation of the cause-and-effect relationship of a situation, with the root cause identified, which leads to the development of point-of-view problem statements.
When to use
Use this question model throughout the design process to better understand the problem space.
Pairs well with these job aids
How to use the five whys question model
- State the visible problem.
- Ask why this problem is occurring and formulate an answer.
- Now, your answer becomes a premise for the next why question. Repeat the process four more times to drill down to the core issue.
Note: You might need to ask more than five questions to identify the root causes.
The Who, What, Where, When, Why and How question model
The who, what, where, when, why and how model helps you analyze and better understand the situation and the underlying context.
Purpose
This question model can be used to:
- get a clear view of the current state of the situation
- map critical pain points
- produce ways of taking action that will solve the problem
Desired outcome
A more thorough analysis of the situation and the underlying context leads to the development of a point-of-view problem statement.
When to use
Use this question model throughout the beginning of the building or redesign of a product, service, or program:
- when trying to understand and frame the problem
- during data synthesis to fill in remaining gaps or unknowns
Pairs well with these job aids
How to use the who, what, where, when, why and how model
- State the visible problem.
- Analyze the visible problem, asking yourself the following questions:
- Who interferes with or influences the process in the situation at hand?
- What elements compose the situation?
- Where does it happen?
- When does this occur?
- Why does this happen?
- How is the situation created?
- Use the template to summarize your answers.
Notes:
- You may be unable to answer all the questions for your situation.
- Answering the questions before doing the research is not necessarily a negative thing. While the answers would be based on assumptions, doing research would allow you to validate those assumptions and uncover insights to complete your answers.
Template to summarize your answers
Template to summarize your answers
| Problem |
Response |
Who?
Users, stakeholders, suppliers, clients, etc. |
|
What?
Actions, behaviours, elements, tools, etc. |
|
Where?
Geographically, culturally, socially, economically, etc. |
|
When?
Past, present, future, situational, context, frequency, etc. |
|
Why?
Causes, constraints, needs, motivations, etc. |
|
How?
Processess, metrics, results, etc. |
|
