Next, you need to determine if a problem exists

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2. Research the problem

During the research process, it will become clear whether the problem is really worth solving and what will happen if it is not done.


Understand whether a problem exists. Sometimes, during the research process, it turns out to be not particularly important, for example, it does not affect many users. Then larger issues come to the fore. Also, some problems may disappear on their own, without causing serious losses.

In our case, the problem is that users are leaving for competitors who have a card on the france customer email list mobile web. This is proven by the churn rates between platforms.

Find the cause. If you solve a problem by working only with the consequence and without thinking about what caused it, there is a risk of missing a more effective way. Remember the example of passport verification. By asking the question "Why do users ask to add identity verification?" you can find another way to increase trust.


Assume what the consequences will be. This will help you understand the cost of the problem for the business if it is not solved or postponed for some time. Perhaps, if users' interest in some functionality is decreasing, it is more rational to remove it than to spend the budget on improvement.