Part 1 · 2 chapters · ~12 min

Starting from the User Problem, Not the Ticket

Treating requests as hypotheses, asking why until the job appears, separating problem from solution, writing a problem statement, involving the requester, and pushing back with alternatives instead of refusals.

3

Reframing a request

The cheapest code is the code you do not write because a better solution appeared during a five-minute conversation.

FROM TICKET TO PROBLEM
reframing a request by asking why, and what changes
ticket"Add CSV export to transactions"why?"accountants need data"why?"to reconcile monthly"the jobclose the books each month quicklyalternativesstatement email, accounting integrationchoicemonthly statement PDF + CSV, auto-emailed
swipe the figure sideways, or tap expand for full screen
1/5
the ticket
Tickets arrive as solutions. "Add CSV export" is someone's guess at what will help.
requests arrive as solutionstreat them as hypotheses
4

A problem statement

code
problem statement template
who        small-business owners and their accountants
struggle   at month end they spend hours matching our transactions with their books
because    we only offer a scrolling list in the app; exports are manual screenshots
evidence   38 support tickets last month; 6 of 8 interviewed owners mentioned it
success    80% of active SME accounts receive a statement each month; related tickets fall by half
not doing  real-time accounting sync (later bet)