# Problem Solving Work Backwards

In order to reverse the situation such that Event #2 has not happened, we will need to take away the 11 passengers who have gotten on the bus during Event #2.24 – 11 = 13So now we know, we have 13 passengers on the bus before Event #2 happened. Now, how do we reverse the situation such that Event #1 has not happened?To get 13 passengers, we added 8 people and subtracted 3 people from the beginning.In doing so, you’re bound to find your missing item lying somewhere.

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If it had the atmosphere of Curry’s, it might prove less appealing… This all stems from Steve Jobs himself, who once said that “you have to start with the customer experience and work backwards towards the technology”.

So, why is this method so effective when it comes to creating an effective CX strategy? The ‘working backwards’ method is defined by a focus on the customer need.

When you think about the reasons you might buy an Apple product, the specific features of a smartphone or i Pad might not necessarily come to mind.

Similarly, you probably don’t think about all the products you’ve bought when discussing the benefits of using Amazon.

After reading the question, we know that the problem takes place as a bus travels from some place to the bus interchange. of passengers on the bus can be found by adding 11 people to the new number of passengers in the last stage.

So let’s try to break the problem up into smaller chunks and look at each sentence to divide them into stages. Some people got on the bus at another stop and this changes the new no. See how we started off not knowing the original number of passengers on the bus?Hence, to undo that, we’ll need to subtract 8 people and add 3 people from 13 so that we can get the original number of passengers in the beginning.13 – 8 3 = 8Congrats!We have now solved the question and found that there were 8 passengers at the start when Spongey first boarded the bus.The main idea is to identify the operation ( / – / x / ÷ ) and then reverse it to get to the previous stage.Since we are aware that there were 24 passengers on the bus in the end, this is where we’ll start.Essentially, working backwards means that features or products will always hold intrinsic value to the customer, as they will be rooted in solving a specific and tangible problem. Perhaps not, otherwise every company out there would offer a brilliant CX.Then again, it’s not all that difficult to implement when you take into consideration these key points.When the bus arrived at the next stop, an additional 8 people boarded the bus and 3 passengers alighted. All 24 people alighted the bus at the bus interchange.How many passengers were there on the bus when Spongey boarded it?Lastly, we know what the final number of passenger is.Retracing the steps and undoing each stage helps us solve the missing pieces in between to find that missing information.

## Comments Problem Solving Work Backwards

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