Define problem statements
定義問題陳述
Identifying the problems that users face is one of the most important parts of UX design.
識別使用者面臨的問題是使用者體驗（UX）設計中最重要的部分之一。
But as critical as research is to the UX design process, some of your work will still require a small amount of “mind reading” about the user’s experience.
儘管研究對於 UX 設計流程至關重要，但您的部分工作仍然需要對使用者的體驗進行少量的「心靈感應」。
That might seem like it’s contradicting the rule of never making assumptions, but sometimes users just won’t feel comfortable or know how to express exactly what their problem is and how it affects them.
這看似與永不做假設的原則相矛盾，但有時使用者可能不會感到舒服，或不知道如何準確表達他們的問題及其影響。
In this reading, you’ll learn how to define unspoken pain points and use them to form strong problem statements.
在本閱讀材料中，您將學習如何定義未明確表達的痛點，並利用它們形成強有力的問題陳述。
The connection between pain points and problem statements
痛點與問題陳述之間的連結
As a reminder, pain points are any UX issue or friction that frustrates the user and blocks them from getting what they need.
提醒一下，痛點是指任何令使用者感到沮喪並阻礙他們獲得所需的使用者體驗問題或摩擦。
Minimizing pain points keeps users happy and encourages them to keep interacting with the product.
最小化痛點可以讓使用者保持愉悅，並鼓勵他們持續與產品互動。
So, how do UX designers find and define pain points?
那麼，UX 設計師如何找出並定義痛點？
Think about the dog walker app and one of our user personas, Arnold.
思考狗狗遛狗應用程式，以及我們的使用者角色之一：阿諾德。
Arnold is in his late fifties, and his kids have encouraged him to upgrade to a smartphone.
阿諾德已經接近六十歲，他的孩子們鼓勵他升級到智慧型手機。
Arnold is a leader at his company, and not used to admitting he's uncomfortable with technology.
阿諾德是公司的領導者，不習慣承認自己對科技感到不舒服。
After his wife died, Arnold became the primary caregiver of the family's animals.
在妻子過世後，阿諾德成為了家庭動物的主要照護者。
But, he works over sixty hours per week, and is unable to take his three dogs on twice-daily walks.
但是，他每週工作超過六十小時，無法每天帶他的三隻狗進行兩次散步。
Arnold is turning to the dog walker app for help.
阿諾德正在尋求狗狗遛狗應用程式的幫助。
You learned earlier that there are four categories pain points can fall into:
您先前已了解到，問題點可歸類為四個類別：
Financial, or money-related pain points.
財務或金錢相關的痛點。
Product, which are pain points related to quality issues.
產品相關的痛點，涉及品質問題。
Process, which are pain points related to the user’s journey.
流程，識別使用者旅程中的痛點。
Support, which are pain points related to getting help from customer service.
支援服務中，與從客戶服務獲得幫助相關的痛點。
Identifying the pain points your user is experiencing will help you find potential problems that your design can solve.
找出使用者正在經歷的痛點，將有助於您發現設計可以解決的潛在問題。
Arnold’s pain points fall into the process category.
阿諾德的痛點屬於流程類別。
His biggest challenge is that he's not technologically savvy, so he struggles to understand how to use the app.
他最大的挑戰是不太懂科技，因此難以理解如何使用這個應用程式。
Now that you’ve identified Arnold’s pain points, you need to be sure you know enough about his needs to write a problem statement. Problem statements provide a clear description of the user’s need that should be addressed.
既然你已經確定了阿諾的痛點，你需要確保了解足夠的有關他的需求，以便撰寫問題陳述。問題陳述提供了關於應該解決的用戶需求的清晰描述。
To build a problem statement, you can utilize the 5 Ws framework.
要建立問題陳述，你可以利用 5 W 框架。
The 5 Ws and H: who, what, when, where, why, and how
五大 W 和一個 H：誰、做什麼、何時、何地、為什麼，以及如何
The most common framework used to create problem statements is the 5 Ws and H framework.
用於創建問題陳述的最常見框架是 5W 和 H 框架。
After you define the user’s pain points, you can answer who, what, when, where, why, and how to solve the user’s problem.
在定義用戶的痛點後，您可以回答誰、什麼、何時、何地、為什麼以及如何解決用戶的問題。
Who is experiencing the problem?
誰正在遭遇這個問題？
Knowing your users and their background is key to creating successful solutions for them.
了解您的用戶及其背景對於為他們創造成功的解決方案至關重要。
What are the pain points you’re trying to solve?
您要解決的痛點是什麼？
Determining a user’s pain points early allows you to answer the rest of these questions and clarify the context of the pain points.
及早確定使用者的痛點，可以幫助您回答其他問題並澄清這些痛點的背景。
Where is the user when they’re using the product? A user’s physical context matters to your design.
When does the problem occur? Maybe it’s right after the end of a long and tedious process, or maybe it’s something that happens daily. Knowing when the problem occurs can help you better empathize with the user’s feelings.
Why is the problem important? Knowing how this problem affects your user’s experience and life will help to clarify the potential consequences.
How are users reaching their goals by using the product? Understanding how users reach their goals allows you to map the user journey that they take through your product.
To design a solution that fits the needs of your users, you have to understand the problem from their point of view. Thinking through the 5 Ws and how forces you to write out who the user is and describe the full context of the problem from the user’s perspective.
Okay, back to the dog walker app! You know a bit about Arnold already, but use the skills you’ve learned so far to confirm you know enough to solve his pain points.
Who: A busy executive
What: Arnold wants to hire a daily dog walker for his three dogs.
Where: Arnold is likely using the app at work, on the go.
When: Arnold gets frustrated when he opens the app, starting from the very beginning of the user journey.
Why: Arnold doesn’t have a lot of experience with phone apps or similar technology.
How: Arnold wants to go easily from the home screen of the app to the list of dog walkers to the confirmation screen.
Ta-da! You were able to successfully answer all six questions. Now that you’ve thought through your user’s needs, you’re ready to define the final problem statement.
The problem statement formula
So, how do you create a problem statement? Start by defining who the user is and what their needs and motivations are. Here’s the formula we introduced in the video:
Okay, now apply the formula to Arnold. Arnold is a busy professional who needs a dog walker. But what’s the insight? His phone! His kids gave him a shiny, new smartphone. Arnold shared that he often struggles with technology and is having an issue navigating the app.
Arnold is a busy executive who needs an easy app experience to hire a dog walker because he's not technologically savvy.
The impact of problem statements
Problem statements provide clarity about your users’ goals and help UX designers identify constraints that prevent users from meeting those goals. Problem statements also help your team measure success. If you expect that Arnold and users like him will engage the most with your app, you should make the app clear and easy for them to understand.
The designs you create matter! Empathize with your user as much as you can to make a product that they’ll want to interact with and use every day.