Five Whys

What is this method about?

An iterative problem-solving technique that drills down to the source of a problem by asking why repeatedly. The purpose is to arrive at the true root cause of an issue rather than addressing the most obvious symptoms.

Why use it

This activity allows you to dig deeper into a problem and identify where and how the problem truly begins—helping teams to locate the issue that sets the problem in motion and find ways to address it at its roots.

When should I use it?

Whenever there is a desire to breakdown and investigate the causes of a simple or moderately complex problem that keeps reoccurring. It is not suitable for more complex and difficult problem solving that requires more extensive troubleshooting and multiple solution possibilities.

What you get

• Teams will identify underlying root cause of the stated problem. • Teams will generate an actionable solution for addressing the root cause.

At a glance

• Time: Short
• Effort: Medium
• Cost: Low

Materials

• Whiteboard
• Markers
• Sticky notes
• Pen/pencil
• Meeting room/workspace

Who is involved

• UX Designer (facilitator)
• 4-5 Representatives from teams affected by the problem. (Cross functional team?)
• Change Manager (possible dependent on problem being explored)
• Process Manager (possible dependent on problem being explored)