<aside> 📖 The 5W1H method is a comprehensive questioning technique used to gather information, analyse problems, and develop solutions. It involves asking six fundamental questions: Who, What, When, Where, Why, and How.

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This challenge involves using the 5W1H method to define a clear and focused research question. The goal is to ensure that you have a comprehensive understanding of the issue you aim to address, which will guide your research efforts.

Detailed Instructions

1. Understand the 5W1H Method:
   • Review the basics of the 5W1H method, which involves asking six key questions to gain a complete understanding of a problem or situation.
2. Identify the Problem Area:
   • Focus on a specific area where you want to improve the user experience.
   • For this challenge, we will focus on improving the onboarding experience for a mobile banking app.
3. Apply the 5W1H Method:

   • Answer the following questions to define the research question comprehensively (some sources suggest a different order for the questions, but it doesn't impact the outcome much):

     Who:

     • Who are the users of the mobile banking app?
     • Who are the stakeholders (e.g., bank employees, customer support)?
     • Who is experiencing the problem?

     What:

     • What are the current steps involved in the onboarding process?
     • What issues or pain points are users facing during onboarding?
     • What feedback have users provided about the onboarding process?

     When:

     • When do users typically start the onboarding process (e.g., time of day, day of the week)?
     • When do users encounter the most difficulties?

     Where:

     • Where are users accessing the app (e.g., at home, in a bank branch, on the go)?
     • Where in the onboarding process do users face the most challenges?

     Why:

     • Why is the onboarding experience important for user retention and satisfaction?
     • Why are users struggling with the current onboarding process?

     How:

     • How is the current onboarding process structured?
     • How do users navigate through the onboarding steps?
     • How can the onboarding process be improved?
4. Synthesise the Information:
   • Review your answers to the 5W1H questions.
   • Synthesise the information to form a clear and concise research question.
   • Example research question: "New users of the mobile banking app are experiencing difficulties during the onboarding process, particularly when verifying their identity, leading to high drop-off rates. How can we streamline the onboarding process to improve user retention and satisfaction?"
5. Review and Refine:
   • Review your research question to ensure it is clear and focused.
   • Make any necessary revisions to enhance clarity and specificity.
6. Present Your Research Question:
   • Prepare a brief explanation of your research question.
   • Share your findings and gather feedback from peers or mentors.

<aside> 💡 Reflection (Optional): After completing the task, spend 10 minutes reflecting on the experience. Write down what you learned, what went well, and what could be improved.

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Resources Needed

• Note-taking materials or a digital tool for documenting the 5W1H analysis
• Access to user feedback or data related to the mobile banking app (optional)

Expected Outcomes

• A clear and focused research question defined using the 5W1H method.
• A comprehensive understanding of the problem or research area.

Tips

• Be thorough in answering each of the 5W1H questions to ensure a complete understanding of the problem.
• Focus on the user’s perspective and their real-world experiences.