Separate the problem from the symptom

Am I solving the right problem?

What are the possible reasons I'm noticing this symptom?

What isn't happening that, if it did happen, would cause the perceived gap (symptoms) to either narrow or disappear?

What is happening that, if it stopped happening, would cause the perceived gap (symptoms) to either narrow or disappear?

What customer actions are producing the gap between the aspirations we hold and the outcomes we're experiencing?

What are the obstacles impeding our forward progress?

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