The XY Problem (or X-Y Problem) often comes up in software development or customer support, where someone asks for help to achieve a solution (X) that they have chosen as a way to solve a different problem (Y). Helping with their solution may not help them solve their actual problem if it's not a good approach in the first place.

An example from software development is a person asking how to extract the last three characters of a filename (solution X), because they want to know the file type (problem Y). After helping them do solution X, it still wouldn't solve problem Y as some files have extensions of more than three characters.

Another example is a customer asking for help accessing their online account without realising that what they really want to do has to be done over the phone anyway.

There's art and skill in respectfully answering questions and helping with what's asked while seeking to understand the real goal. And if you're asking questions, providing more context may help others provide better answers.

In development, it saves time and effort. In customer support, it leads to happy customers. In design, it may be uncovering unmet needs.

The name is indirectly from Eric Raymond in How to Ask Questions the Smart Way:

A: If what you want is to do Y, you should ask that question without pre-supposing the use of a method that may not be appropriate. Questions of this form often indicate a person who is not merely ignorant about X, but confused about what problem Y they are solving and too fixated on the details of their particular situation."

Also see a better hierarchy of needs, the metrics onion, challenge and clarification questions, prefer open-ended questions, ask the question at talks, don't fill the silence.

The XY Problem

At times we've probably all been confused or struggled to understand a talk or a class. When I'm lost or confused my rule of thumb is to ask, even when it's not easy.

The desire to understand what's being said fights with the urge not to interrupt the talk or ask what may be a dumb question — perhaps everyone else already knows? But in my experience, if I'm confused, others likely are too.

It helps to believe this because I know that asking will probably help others and not just myself — asking is a public service. It's very easy as a speaker to assume that others will know what you know and so jargon and TLAs (Three Letter Acronyms - really an initialism) so easily slip in. When someone asks it helps include everyone again.

And you're not just doing a favour for the audience by asking — it's a gift for the speaker too. If I'm giving a talk I want people to get what I'm sharing and not suffer in silence thinking they're stupid and I'm confusing. I want everyone to follow from start to end. It's one more good reason to thank people for the questions you receive.

Let's banish confusion and all get to the end together by asking the question.

This advice stands provided you've been paying attention along the way.

I was surprised to find there are a number of, mostly older, sketches on questions and asking:

Ask the question at talks

Two types of questions you might face when presenting are Clarification questions and Challenge questions.

Clarification questions are usually pretty simple — someone is curious or didn't understand an aspect of what you said. You just need to answer as best you can and check with them that you answered their question.

Challenge questions are when someone disagrees or has concerns about what you've presented. Not all of us, however, are likely to say so clearly, and so challenge questions are often disguised as clarification questions. A "How it will work for new visitors?" might actually come from the thought: "I don't think this will work for new visitors." Or a "When will it be ready?" may stem from "I don't think this will be done on time." You may pick it up in the tone of how it's asked.

Challenge questions usually benefit from a different approach. Responding effectively to a Challenge question may require exploring the concern or issue behind the question. I've seen many short, factual responses to Challenge questions where the person asking is not at all reassured by the response.

Reminding myself that a question may be a Challenge, not a Clarification question, helps me make sure everyone is brought along with me during a meeting, presentation, or plain old conversation.

This along with many other useful frameworks is from Trenton Moss' excellent Human Powered.

Challenge questions

It's easy to want to fill an awkward silence. Often, however, a pause in conversation is time people need to think. When conducting research, and maybe just in normal conversations, try to trust the questions that you ask and avoid filling the silence after asking a question. Just wait and listen.

My experience is that it's very easy to follow a nice open-ended question such as "How do you feel about it now?" with all sorts of qualifications or assumptions because a silence feels uncomfortable. It can quickly become, "How do you feel about it now?...I guess it must have been hard for you, right?" And instead of giving someone space to share a thoughtful answer of your open-ended question all you might get is a "Yes" and perhaps your chance of finding out what they really thought has gone. Instead, have faith in what you ask and stick out the silence.

Also see: prefer open-ended questions, some social research tips

Don't fill the silence

A helpful observation from not following this many times in my life.

Front load names to cue attention

Instead of ‘Anything else?’ ask 'What else?’. The slight shift in frame makes all the difference.

Get more participation

When you're next at a conference try starting 3 mindmaps: one for Questions, one for People and one for Ideas.

I have found this technique helps me with both getting the most out of the event at the event, and getting the most out of the event after the event.

Starting a to-do list on the side doesn’t hurt either.

Start three mindmaps at conferences and workshops

Ask for what you need or it’s on you if you don’t get it.

The frame change for me was that you’re not owed anything. It’s on you to help yourself and help others out in the process.

Ask for what you need

Thanks to Jump Associates and Peter Lyman.

Perform good social research

There’s no point in being in a room full of interesting people and not being able to find each other. Asking a question early on can give you a good conference day by letting others know who you are, what you look like and what you're interested in. It's like sharing your bio, and sometimes agenda, with the room. This helps you stand out later for others to seek you out.

Ask a question early at conferences

Great practice for research. Good practice for life too.

Questions sketches