How to Stop Solving the Wrong Problem
Why Correctly Framing Challenges is the First Step to Real Solutions
There’s a well-known quote often attributed to Albert Einstein that goes something like,
“If I had an hour to solve a problem, I’d spend 55 minutes thinking about the problem and 5 minutes thinking about solutions.”
This might seem counterintuitive, especially in a world that expects quick solutions and decisive action. However, as Einstein’s wisdom suggests, the biggest part of "problem-solving" isn’t about solving at all—it’s about truly understanding what you’re dealing with. If you want to hit the target, you need to know where to aim first.
Our upcoming one-hour Strategic Doing Hub meetings (Australasia and Southeast Asia) focus on precisely this principle: the art of framing challenges. We’re inviting you to discover how powerful it is to take that critical pause, to invest time in defining a challenge accurately before diving into solutions. The outcome? Solutions that address the real issues rather than wasting resources on mere symptoms.
The Cost of Solving the Wrong Problem
The consequences of failing to understand a problem properly can be severe. One famous example is the “Cobra Effect,” a term that originated from an incident in colonial India. British officials in Delhi wanted to reduce the number of venomous cobras in the city, so they offered a reward for every dead cobra. The policy seemed logical at first, but soon enterprising citizens began breeding cobras to claim the reward. Eventually, the British government scrapped the program, but as breeders released the now-worthless cobras into the wild, the cobra population surged. What began as a well-intentioned effort to reduce danger inadvertently made the problem far worse (Sieber, 1981).
This classic example illustrates how solutions that aren’t grounded in a thorough understanding of the underlying challenge can lead to unintended consequences. Instead of addressing the root issue (human-cobra interaction and habitat), the British officials zeroed in on a simplistic measure of success (cobra corpses), and they paid the price. Defining the problem correctly could have led them to think about more sustainable measures, such as habitat adjustments or public education about avoiding cobras.
In today’s complex, interconnected world, many modern challenges demand that same rigorous thinking. Whether we’re tackling climate change, organizational dysfunction, or customer dissatisfaction, starting with a well-defined problem statement is crucial.
What Does Correct Problem Framing Look Like?
At its core, framing a problem correctly means digging deeper than surface symptoms. It’s about identifying the factors that contribute to a challenge, understanding the people it impacts, and acknowledging the complex interplay between systems. Here’s a quick look at the key steps to framing a problem:
Real-World Example: Missteps in Understanding the Problem
For a more recent example, let’s look at the history of customer service chatbots in banking. Many banks rushed to adopt chatbots to improve customer experience, expecting quick service, lower costs, and enhanced satisfaction. However, they overlooked one key aspect: people preferred speaking to human agents for complex or sensitive issues. While the chatbot solution handled routine inquiries well, customers found the bots frustrating for nuanced conversations, which led to increased dissatisfaction, not the decrease banks anticipated (Forbes, 2020).
If banks had framed their problem more thoughtfully—asking, “How might we streamline routine inquiries while providing personalized help for complex issues?”—they might have taken a hybrid approach, employing chatbots only for the simplest tasks while still providing easy access to human support for everything else.
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Why Focus on Framing?
So, why is correctly framing challenges such a big deal? Because it saves time, money, and frustration. The initial effort invested in pinpointing the problem reaps enormous dividends. Here’s what happens when you dedicate time to defining a problem before leaping into solutions:
Beyond Problem Framing: The Power of Appreciative Framing
While identifying and defining a problem is crucial, there’s another powerful layer that often goes overlooked: appreciative framing. Appreciative framing shifts the focus from solely identifying deficits or issues to envisioning positive outcomes and building on strengths. Instead of asking, “What’s wrong and how do we fix it?” appreciative framing asks, “What’s possible, and how can we grow it?” This subtle shift opens the door to solutions that are not only effective but also empowering and sustainable (Cooperrider & Whitney, 2005).
Imagine, for example, a community dealing with water scarcity. A traditional problem frame might focus on “How can we increase water availability?” which certainly addresses a need. But an appreciative frame might ask, “How might we create a resilient, self-sustaining water supply system that benefits everyone?” This question not only aims for a solution but also inspires stakeholders to think about a future where the system supports community well-being and ecological balance. Appreciative framing guides us to look beyond short-term fixes and think in terms of sustainable, community-centered solutions that amplify strengths rather than just remedy weaknesses.
Why Appreciative Framing Leads to Better Outcomes
Appreciative framing is more than just “positive thinking”—it’s a research-backed approach that fosters creativity, resilience, and collaboration. Studies in organizational psychology show that focusing on strengths and possibilities naturally builds engagement and motivation, which are essential for meaningful change (Fredrickson, 2009). By starting from a place of opportunity, appreciative framing also helps build buy-in among stakeholders, as it invites them to co-create a vision rather than merely fix a fault.
This framing style also helps avoid a “doom and gloom” mindset that can stymie creativity. When people feel they’re solving an inspiring challenge rather than merely fixing a problem, they’re more likely to think expansively and collaboratively. Appreciative framing creates a sense of purpose and momentum, helping teams stay resilient in the face of obstacles and find solutions that align with their shared values and goals.
In our workshop, we’ll dive into both traditional problem framing and the principles of appreciative framing, equipping you with a toolkit that combines rigor with optimism. Our one-hour Strategic Doing hub session is designed to equip you with the tools you need to approach complex challenges strategically. You’ll learn techniques for reframing issues and creating challenge questions that invite practical, optimistic and creative solutions.
Even if you haven't been before or you are unfamiliar with Strategic Doing, come along and we will help you start to build your network, learn about the open source principles and, most importantly, have some fun!
There are two sessions on the 7th Nov - Register NOW
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