1. Root Cause Analysis (RCA)
Overview
Root Cause Analysis is like being a detective for problems. Instead of treating symptoms, RCA helps you find and fix the underlying causes.
Detailed Process
1. Identify Problems
– Collect data and observations
– Document the specific issue
– Example: “Customer support tickets have increased by 50% this month”
2. Trace Symptoms
– Use the “5 Whys” technique
– Create cause-and-effect diagrams
Example:
– Why are support tickets increasing? → New features are confusing users
– Why are features confusing? → Interface changed significantly
– Why did the interface change? → New design system implementation
– Why wasn’t it user-tested? → Rushed deadline
– Why rushed? → Poor project planning (Root Cause)
3. Validate Root Cause
– Gather evidence
– Confirm with stakeholders
– Test hypotheses
Example: Review project timelines, interview team members, analyze user feedback
4. Develop Solutions
– Create both short and long-term fixes
– Establish prevention measures
Example Solution Set:
– Immediate: Create quick tutorial videos
– Short-term: Implement user guidance tooltips
– Long-term: Establish proper user testing protocols
2. Design Thinking
Overview
Design Thinking puts users at the center of problem-solving, ensuring solutions actually meet real needs.
Process & Examples
1. Empathize
– Conduct user interviews
– Shadow users
– Create empathy maps
Example: Developing a banking app
– Interview different age groups
– Observe people using ATMs
– Track frustration points
2. Define
– Create user personas
– Write problem statements
– Map user journeys
Example Problem Statement:
“Elderly users (65+) need a simpler way to transfer money because current digital solutions overwhelm them with too many options.”
3. Ideate
– Brainstorming sessions
– Mind mapping
– Crazy 8’s exercise
Example Ideas:
– Voice-guided transactions
– Simplified one-tap transfers
– Family member assistance mode
4. Prototype & Test
– Create mockups
– Build MVPs
– Get user feedback
Example:
– Paper prototypes for interface
– Interactive wireframes
– Beta testing with focus groups
3. Six Thinking Hats
Overview
This framework enables structured thinking and reduces conflict in group settings by separating different thinking modes.
Hat Colors & Application
White Hat (Facts)
– Focus: Data and information
– Question: “What do we know?”
– Example: “Our data shows 60% of users abandon the cart at payment.”
Red Hat (Emotions)
– Focus: Feelings and intuition
– Question: “What’s your gut telling you?”
– Example: “I feel users don’t trust our payment system.”
Black Hat (Caution)
– Focus: Critical judgment
– Question: “What could go wrong?”
– Example: “We might lose existing customers if we change the interface.”
Yellow Hat (Optimism)
– Focus: Benefits and value
– Question: “What’s the best possible outcome?”
– Example: “This could double our conversion rate”
Green Hat (Creativity)
– Focus: New ideas and alternatives
– Question: “What else could we try?”
– Example: “What if we gamified the checkout process?”
Blue Hat (Process)
– Focus: Thinking about thinking
– Question: “What’s our next step?”
– Example: “Let’s organize our ideas and create an action plan”
4. SWOT Analysis
Overview
SWOT provides a structured way to evaluate internal and external factors affecting a project or organization.
Practical Application
Example: Launching an Online Course Platform
Strengths:
– Experienced instructors
– Proprietary content
– Strong tech infrastructure
Weaknesses:
– Limited brand recognition
– Small marketing budget
– No mobile app
Opportunities:
– Growing demand for online learning
– Partnership possibilities
– International markets
Threats:
– Established competitors
– Changing technology
– Economic downturn
Action Steps:
1. Leverage strengths to capture opportunities
– Use instructor expertise to create unique content
2. Address weaknesses
– Develop mobile app MVP
3. Mitigate threats
– Build strategic partnerships
5. Value Stream Mapping
Overview
This tool helps visualise and optimise the flow of products or services from start to finish.
Practical Example: Coffee Shop Operation
1. Map Current State
“`
Order Taking (2 min) → Coffee Making (4 min) → Payment (2 min) → Delivery (1 min)
Wait time between steps: 2 min + 3 min + 1 min = 6 min
Total time: 15 minutes
“`
2. Identify Waste
– Unnecessary movement between stations
– Double-handling of orders
– Redundant order verification
3. Design Future State
“`
Combined Order/Payment (3 min) → Coffee Making (4 min) → Delivery (1 min)
Wait time between steps: 1 min + 1 min = 2 min
Total time: 10 minutes
“`
4. Implementation Plan
– Reorganize workspace
– Train staff on new workflow
– Monitor and adjust
Tips for Success
– Start Small: Begin with one framework and master it
– Document Everything: Keep track of what works and what doesn’t
– Involve Others: These frameworks work best with diverse perspectives
– Iterate: Continuously refine your approach based on results
– Combine Frameworks: Use multiple approaches for complex problems
Common Pitfalls to Avoid
1. Rushing through the process
2. Not involving key stakeholders
3. Focusing on symptoms rather than causes
4. Implementing solutions without testing
5. Neglecting to measure results
When to Use Each Framework
– RCA: Complex problems with unclear causes
– Design Thinking: User-centered product/service development
– Six Thinking Hats: Group decision-making and brainstorming
– SWOT: Strategic planning and evaluation
– Value Stream: Process optimisation and efficiency improvement
Yiannos are discussing. 
Nicos Paschali, International Author, Designer & Facilitator of Learning Workshops. Mental Discipline Coach. 
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