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5 Whys template
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.
Add Team Member
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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.
There are no rows in this table
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