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Discovering the Root Cause of Problems
You may have encountered this experience in your work or personal life: despite your efforts to solve the problem at hand, it keeps resurfacing and even becomes more complex. The reason behind this is often that we focus only on surface symptoms and fail to dig deeper to uncover the root cause. To break this cycle, the 5 Whys method can help us analyze problems from the ground up and identify the true solution.
What is 5 Whys?
The 5 Whys is an effective thinking tool that helps us gradually analyze the root cause of a problem through repeated questioning of “why.” The method originated from the Toyota Production System, aimed at addressing quality management and production line issues. Over time, 5 Whys has been widely applied across various fields, helping us dig deeper into the essence of a problem beyond its surface and ultimately find the real solution.
The core of this method is to ask successive questions to break down the problem layer by layer, rather than just staying on the surface. When we reach the root cause, we are often able to find the actual solution. Although the method is called “5 Whys,” not all problems require exactly five questions; sometimes three or more questions can reveal the core issue.
Due to its simplicity and efficiency, 5 Whys is widely used in many fields. Here are some common application scenarios:
In project management, 5 Whys can help identify the root cause of project delays or unmet goals. Whether it is due to insufficient resources, poor communication, or unclear requirements, we can take targeted measures for adjustment.
When making important decisions, 5 Whys can help us examine the core of the issue from different perspectives. For example, when deciding whether to switch jobs, repeatedly asking “why” can help us better understand our needs, career goals, and the compatibility of the work environment, leading to more rational decisions.
In team communication, 5 Whys can help identify the root cause of communication breakdowns or misunderstandings. For instance, when disagreements arise between team members, asking “why” repeatedly can help pinpoint gaps or misunderstandings in the information flow, improving team collaboration and efficiency.
In product development, 5 Whys is a powerful tool for identifying product defects or user experience issues. For example, when users complain about a particular feature, 5 Whys can help the team deeply analyze the design problem, identify the root cause, and optimize it.
In customer service, 5 Whys can help resolve customer complaints or issues. For example, if customers complain about service quality, asking “why” repeatedly can identify issues in service processes, staff training, or system problems, leading to improvements.
These application scenarios show how 5 Whys helps us analyze the root cause of problems and find the true solutions. The method’s core advantage lies in its simplicity, effectiveness, ease of use, and flexibility.
Limitations of 5 Whys
Although the 5 Whys method is widely used due to its simplicity and effectiveness, there are some limitations and precautions to consider when applying it. Understanding these can help us use this tool more accurately.
Oversimplifying Complex Problems
The core of 5 Whys is to find the root cause of a problem by asking “why” repeatedly. However, this method is not suitable for all types of problems, especially those that are complex and involve multiple factors. When faced with problems involving multiple variables or systemic issues, relying solely on 5 Whys may oversimplify the situation and overlook the underlying complexity.
Dependence on the Questioner’s Experience
The effectiveness of the 5 Whys method largely depends on the questioner’s experience and knowledge. If the person asking the questions lacks a deep understanding of the problem domain, it may result in shallow questions and answers that only address surface-level causes. This highlights the importance of ensuring that the questioner has enough background knowledge and can view the problem from multiple angles. Cross-functional team collaboration can also help explore problems from various perspectives, avoiding a narrow, single-minded approach.
Difficulty in Handling Subjective Issues
5 Whys may struggle when addressing issues that are highly subjective or difficult to quantify. For instance, problems related to personal emotions, team culture, or interpersonal dynamics might not be easily addressed through the 5 Whys method.
Not Suitable for All Decision-Making
While 5 Whys provides deep insights in many situations, there are certain decision-making scenarios where repeatedly asking “why” may not effectively reveal the key reason and could lead to over-analysis. For example, in fast-paced decisions or emergencies, excessive questioning may delay the decision-making process. In such cases, other tools like decision trees or intuitive judgment may be better suited for quick assessments.
Potential for Endless Loops
Sometimes, repeatedly asking “why” can lead to endless loops when addressing the same issue. Especially in team discussions, excessive questioning might prevent the group from reaching a consensus and slow down problem-solving progress. Therefore, when using 5 Whys, it’s important to set an appropriate number of questions to avoid over-analysis and maintain the efficiency of problem analysis.
How to Apply 5 Whys to Solve Problems
First, clearly define the core problem we are facing. For example, we might ask: “Why is our website’s shopping cart abandonment rate so high?”
Next, ask the first “why” to identify the direct cause of the problem. For example, “Why is the cart abandonment rate high?” The answer might be: “Many users leave the checkout page without completing their purchase.”
Continue with the second “why” to dive deeper into the issue. “Why do users leave the checkout page?” The answer might be: “Because they are unhappy with the shipping cost calculation.”
Then, ask the third “why” to further investigate. “Why are users unhappy with the shipping cost calculation?” The answer might be: “Because the shipping cost is not shown on the cart page; users only see the high shipping cost when they reach the checkout page, which surprises and disappoints them.”
Next, ask the fourth “why” to trace the root cause. “Why is the shipping cost not shown on the cart page?” The answer might be: “Because during the product design phase, the team didn’t consider showing the shipping cost as part of the shopping experience, thinking that the checkout page could handle it.”
Finally, ask the fifth “why” to uncover the underlying issue. “Why didn’t the team consider showing the shipping cost during the design phase?” The answer might be: “Because the product manager didn’t thoroughly analyze the user’s shopping flow and overlooked the impact of shipping costs on purchasing decisions.”
Once the root cause is identified, take action to resolve the issue. In this case, the root cause is a lack of comprehensive understanding of the user’s shopping process and the impact of shipping costs on decision-making.
Thus, the key to solving this issue is to rethink the shopping flow from the user’s perspective and ensure that key information is displayed upfront. To avoid users being surprised and disappointed at checkout, we can display the shipping cost on the cart page, allowing users to clearly understand all costs when selecting products. This not only reduces the abandonment rate but also boosts users’ confidence in their purchasing decisions. Additionally, increasing the transparency of shipping cost calculations can provide users with a smoother shopping experience, further improving conversion rates.
Using Buildin.AI Templates for Efficient Use of 5 Whys
Although the 5 Whys method is simple and efficient, choosing the right tools and templates can significantly improve its application. Buildin.AI, as an all-in-one note-taking tool similar to Notion, is ideal for both personal use and team collaboration.
By using Buildin.AI’s built-in 5 Whys template, you can easily structure your problem-solving process, analyze issues efficiently, and track the root causes step by step.
Just copy the template into your Buildin.AI space, and you can systematize your 5 Whys analysis.
