The 3 W’s: A Simple Way to Solve Problems Smarter

In engineering, we’re constantly tackling problems. But sometimes, what looks like a simple request actually hides a bigger challenge. That’s why we rely on something we call the "3 W’s"—three questions that help us get to the heart of what’s really going on:

1. What problem are we trying to solve?
2. Whose problem are we trying to solve?
3. When are we trying to solve it?

These questions aren’t just part of our design docs—they help us think deeper, dig into what’s really needed, and find the best solution.

A Real-World Example

Imagine this: an IT helpdesk ticket comes in saying, “Can we get an FTP server to upload files?” On the surface, it sounds straightforward, right? But when we ask the 3 W’s, we start seeing things differently.

• What problem are we trying to solve? Is this really just about file transfers, or are there other issues like security or workflow bottlenecks we should be looking at? Is there further processing needed? Is this an external or internal system?
• Whose problem are we trying to solve? Is this for one team, or could a better solution help others across the company? Is this for a partner?
• When are we trying to solve it? Is this something we need ASAP, or is there a chance to think about longer-term needs and build something more robust? If you are trying to solve a problem "sometime in the next quarter" or "tomorrow" it will make a big difference on the thought process behind the problem solving.

Asking these questions helps us go beyond the basic request and uncover the bigger picture. Maybe instead of just setting up an FTP server, we find that we need a more secure, scalable solution that helps multiple teams down the line.

Why the 3 W’s Work

The 3 W’s aren’t just handy for solving technical problems—they bring everyone onto the same page. When we ask these questions, we make sure we’re all aligned on what we’re really trying to do, who’s involved, and how urgent it is.

It also helps us see patterns. When you keep asking the 3 W’s, you start to notice common problems or challenges that come up again and again. This can help us create solutions that aren’t just quick fixes but ones that actually move the needle for the entire organization.

How It All Started

Major credit goes to my colleague and friend, Jesse Myers. When we first started working together, the question “What problem are you trying to solve?” was already a huge part of the company culture, and it made a big impact on how I approached my work. It was a game-changer in my career.

Over time, after years of asking that one question, we realized that there was more nuance to be uncovered, especially in the fast-paced enterprise world. That’s how the other two W’s—Whose? and When?—came to life, adding more depth to every ask.

Next time we’re tackling a problem, let’s remember to ask: What? Whose? When? It’s a quick way to make sure we’re not just solving the problem in front of us—but solving the right problem, for the right people, at the right time.