Customer Problem StatementCustomer Problem Statement

Customer Problem Statement Template

Focus your team’s attention on a customer’s experience.

About the Customer Problem Statement template

What is a Customer Problem Statement?

A Customer Problem Statement clearly elaborates on the problem that your product or service solves for your customers. The statement is meant to help you understand the experience you are attempting to transform, or the space you are attempting to enter, by building your new product or service. A well-articulated Customer Problem statement is important because it helps you and your team wrap your heads around the problem you’re solving and empathize with potential customers. If you don’t have a good idea of the problem before you start building, you might find yourself solving the problem incorrectly, or solving a different one entirely.

How do you create a Customer Problem Statement?

To create a Customer Problem Statement, be sure to describe the customer’s current conditions and situation. Consider how they feel, how they’re being impacted financially or in other ways, and any other important details about their thoughts or feelings.

Why use the Customer Problem Statement approach?

When you use the Customer Problem Statement, you’re thinking about your customer’s thoughts and feelings, which increases your likelihood of creating something they will find valuable. Additionally, problem statements help teams align their efforts around a common goal, clearly define what that goal is, and feel invested in achieving it.

Tips for creating a Customer Problem Statement

  • Don’t mention your product or service in the statement itself. You’re focusing on the problem, not the solution.

  • Articulate the status quo. Remember, that’s what you’re trying to disrupt.

  • Think about limitations your potential customers may have.

  • Target a specific group with whom you can build empathy.

  • Provide measurable outcomes. This makes it easier to come up with metrics you can use to track your progress.

Example of a poorly-written Customer Problem Statement

“Customers need this product because it would allow them to access their textbooks on their phone.”

This statement is poorly-written because it mentions your product and does not elaborate on a challenge that your customers are facing. While it tells you why your product is convenient, it does not situate your product as a disruption to the status quo.

Example of a well-written Customer Problem Statement

“Customers find it cumbersome to carry their textbooks around and risk forgetting their textbooks when they need to bring them to class.”

By contrast, this statement is well-written. It does not mention your product or service. Instead, it hones in on a challenge that your customers are facing and elaborates the problem. 

Customer Problem Statement Template

Get started with this template right now. It’s free

Related Templates
Affinity Diagram ThumbnailAffinity Diagram Thumbnail
PreviewMore info

Affinity Diagram

You can use an affinity diagram to generate, organize, and consolidate information that comes out of a brainstorming session. Whether you’re building a product, working through a complex problem, establishing a process, or piecing apart an issue, an affinity diagram is a useful and simple framework that gives each team member the opportunity to pitch in and share their thoughts. But it’s not just ideal for brainstorms—this is a great template and tool when you need to reach consensus or analyze data such as survey results.

Affinity Diagram
Project Scope ThumbnailProject Scope Thumbnail
PreviewMore info

Project Scope

A project scope helps you plan and confirm your project’s goals, deliverables, features, functions, tasks, costs, and deadlines. A project manager and team should develop a project scope as early as possible, as it will directly influence both the schedule and cost of a project as it progresses. Though project scopes will vary depending on your team and objectives, they generally include goals, requirements, major deliverables, assumptions, and constraints. Aim to include the whole team when you create a project scope to ensure everyone is aligned on responsibilities and deadlines.

Project Scope
User Personas ThumbnailUser Personas Thumbnail
PreviewMore info

User Persona

A user persona is a tool for representing and summarizing a target audience for your product or service that you have researched or observed. Whether you’re in content marketing, product marketing, design, or sales, you operate with a target in mind. Maybe it’s your customer or prospect. Maybe it’s someone who will benefit from your product or service. Usually, it’s a whole collection of personalities and needs that intersect in interesting ways. By distilling your knowledge about a user, you create a model for the person you hope to target: this is a persona.

User Persona
four-actions-framework-thumb-webfour-actions-framework-thumb-web
PreviewMore info

Blue Ocean 4 Actions Framework

For entrepreneurs, so much comes down to new users—how to attract them, impress them, and convert them to loyal customers. This template, designed by the authors of Blue Ocean Strategy: How to Create Uncontested Market Space and Make the Competition Irrelevant, will help you maximize value for you and your customers alike. Using the template’s four steps (divided into easy columns), you’ll easily evaluate your products in more innovative ways and make sure money is being spent in areas that really matter.

Blue Ocean 4 Actions Framework
cynefin-framework-thumb-webcynefin-framework-thumb-web
PreviewMore info

Cynefin Framework

Companies face a range of complex problems. At times, these problems leave the decision makers unsure where to even begin or what questions to ask. The Cynefin Framework, developed by Dave Snowden at IBM in 1999, can help you navigate those problems and find the appropriate response. Many organizations use this powerful, flexible framework to aid them during product development, marketing plans, and organizational strategy, or when faced with a crisis. This template is also ideal for training new hires on how to react to such an event.

Cynefin Framework
Project Kick-off ThumbnailProject Kick-off Thumbnail
PreviewMore info

Project Kickoff

A project kick-off helps set the vision and scope of team assignments. Different stakeholders often need to be involved, such as management, project managers, and the project team. The kick-off helps establish communication and finalize timelines. They can take place after initiation of smaller projects, or when planning of larger projects is complete and execution is about to start. Use this template to set the stage for a kick-off, introduce the team and stakeholders, provide context, define the scope and timeline, and establish metrics for success.

Project Kickoff