18F

18F-Five Whys

The "Five Whys" exercise identifies the real causes of problems, not just the surface symptoms. By repeatedly asking "Why?" (at least five times), teams dig deeper. They uncover the systemic issues that cause problems to repeat. This exercise teaches disciplined questioning. It helps teams resist accepting the first answer they hear. This 45-minute session works best for focused problems with cause-and-effect relationships. Teams will distinguish between immediate causes and root causes. They'll create action plans to address underlying issues, not just apply quick fixes. This technique is powerful for process failures, recurring bugs, user complaints, and organizational challenges. Especially when quick solutions have failed before.

Duration
45 mins
Group Size
3-6
Category
18F
Difficulty
Easy
Identify the root cause(s) of a problem.

  • Root causes identified.

  • Deep problem understanding.

  • Underlying issues addressed.

This exercise works best when the problem is well-defined. Avoid letting the team jump to solutions too quickly. Push them to really explore the "whys." For government, there are no PRA implications as no information is collected from the public.

  1. Select a specific problem from your user research. Choose a common issue or one the team has prioritized.

  2. Ask why the problem occurred. Write down the answer.

  3. Repeat step 2 four more times. Build off the previous answer to drill down to the root cause.

  4. Example:

Starting problem: "We didn't meet our goal for public feedback during the open comment period."
 1. Why? "Not enough people submitted comments."
2. Why? "Not enough people made it to the comment submission form."
 3. Why? "The comment submission form was hard to find."
4. Why? "The link to the comment submission form was buried on the page."
 5. Why? "We didn't formulate and publish a call to action to submit comments."

  1. After finding a root cause, reframe your problem-solving approach to address it. Sometimes, you might need more or less than five "whys."

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For Facilitators

  • Review participant profiles and expectations
  • Prepare all materials and supplies
  • Test technology and room setup

For Participants

  • Complete pre-session survey
  • Review background materials
  • Prepare examples or case studies

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  • Problem statement.

  • Whiteboard.

  • Markers.

  • Documentation template.

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  • Facilitator Guide (PDF)
  • Participant Workbook Template
  • Presentation Slides
  • Printable Materials

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