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5 Whys template
Assemble team
💡 Click Share in the top right of this doc and add the email addresses for your teammates. After you share this doc, you can add them to the table below.
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Name
Role
1
Designer
2
Customer Support
3
Product Manager
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Define problem
💡 Have the team add problems to do the analysis. Pick the most upvoted problem to focus on.
Add Problem
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Main problem
Idea
Author
Vote
Comments
1
Time to resolution has increased significantly for customer team
6
2
Chargebacks have increased since new product launch
3
3
Growth has slowed in the SMB segment
2
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Ask the “Whys?”
💡 Discuss with the team the whys to the problem above and add them to the table below. Once you’ve arrived at 5 (or more) whys, mark the solution.
Add Why
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Why #
Why description
Solution
1
1
The customer success team has received more tickets than usual this past quarter.
2
2
The product itself has seen more issues and increased downtime this past quarter.
3
3
We increased the rate of feature deployment to keep up with customer feature requests.
4
4
Churn rate has increased this year, with customers citing competitors' more complete feature set.
5
5
Lack of formal communication lines between the customer success team and the product team led to time focused on features that didn't align with customer needs.
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