This is the phase during which designers clarify the expectation—exactly what business result does the organization need to accomplish? What is the expected new behavior? What will it take to make those behaviors occur? How will we measure these things?

If you have a well-defined problem, you can design much better learning solutions. It’s always worth clearly defining the problem before trying to define the solution.

Some questions to ask to help identify the problem: • “What bad thing will happen if they don’t know this?” • “What are they actually going to do with this information?” • “How will you know if they are doing it right?” • “What does it look like if they get it wrong?” • “So why is it important they know that? Uh huh, and why is that important?” (re