Five questions before the solution.

What's happening now?

Describe what people actually do, see or experience. Keep observations separate from interpretations, and what you know separate from what you've been told.

What needs to happen differently?

Get specific about the action, decision or outcome you want to change. What would you be able to observe if the situation improved?

What's shaping the current behaviour?

Look at the tools, processes, expectations, incentives, environment and capability that make the current behaviour understandable.

Where is the smallest useful intervention?

Explore the possibilities before committing to a solution. What change could reduce friction or make the desired behaviour easier?

What would tell us it's working?

Decide what to observe, how you'll test it and what would make you change your mind. Leave space to learn something unexpected.