At Intercom, product managers focus on problems rather than solutions, with the first R&D principle being "Start with the problem." A great problem statement should define what the customer needs, not what the solution should be, and contain three key parts: the outcome the customer wants, why they want that outcome, and what's painful about the status quo. By focusing on the outcome customers want, teams can solve for this outcome in new and innovative ways, as seen with Intercom's ticketing system which enabled efficient workflow features without resorting to a impersonal ID number. Understanding why customers want an outcome also enables creative solutions, while pinpointing what's painful about the current solution provides focus for the new solution and creates clear criteria for evaluation. By defining these three aspects in a problem statement, teams can set themselves up to ship creative and effective products to their customers.