Some challenges in life are so complex and linked that solving them feels almost impossible. They’re not just a headache for designers—they’re everywhere, from figuring out how to tackle climate change to handling global health crises.
What Are Wicked Problems?
Wicked problems were first defined by Horst Rittel and Melvin Webber in the 1970s. These are problems so complicated and linked that they defy simple solutions. Unlike “tame problems,” which can be clearly defined and solved with straightforward steps, wicked problems are full of doubt, competing interests, and unintended consequences.
What are some real world wicked problems?
Climate change:
Climate change involves a variety of factors—industrial practices, energy consumption, political interests, and human behavior. Even the best-intentioned solutions, like transitioning to renewable energy, can introduce new challenges (e.g., the environmental impact of mining materials for batteries).
Global health crises:
During pandemics, governments face tough trade-offs between public health and economic stability. Lockdowns save lives but hurt economies, while relaxed restrictions risk worsening the crisis. Every decision affects millions of people differently.
Housing affordability:
Affordable housing is a social and economic issue. Building more houses may reduce costs, but it can disrupt local ecosystems or displace communities. On the other hand, preserving the status quo exacerbates inequality.
Why are wicked problems unique?
They have no clear solution:
There’s no “right” answer. Every attempt at a solution creates new problems.
Their scope is unclear:
You don’t always know where the boundaries of the problem are. For example, is climate change a science issue, a policy issue, or a cultural one? The answer is all of the above.
They involve conflict stakeholders:
Different people have different priorities. What’s a great solution for one group might be unacceptable for another.
They keep changing:
Wicked problems evolve over time. Solving part of the issue can create new challenges or shift the problem into a new form.
Wicked Problems in Design
In UI/UX design, wicked problems often emerge when we’re trying to address human needs, which are diverse, dynamic, and sometimes contradictory.
Balancing privacy and personalization: Users want apps to be personalized but also want their data to stay private.
Making products accessible: A feature that helps one group (e.g., visually impaired users) might accidentally make the product harder for another group (e.g., users with cognitive impairments).
Managing user behavior on platforms: Social platforms must foster healthy interactions while combating harmful content—an ongoing, high-stakes challenge.
A Guide to Tackling Wicked Problems
If wicked problems can’t be “solved” in the traditional sense, how do we tackle them? Let’s explore strategies for approaching these challenges in both the real world and UI/UX design.
System mapping: Visualize the bigger picture
Wicked problems are part of larger systems. Before addressing them, map out the interconnected elements. For climate change, this means understanding energy systems, politics, human behavior, and technology.
Start with stakeholder alignment
Include voices from different perspectives—scientists, policymakers, communities, and businesses. Every group brings insights that can help shape a more effective response.
Prototype solutions in small, controlled settings
Wicked problems don’t come with a roadmap. Test small-scale solutions, evaluate their impact, and adapt as you go. For example, cities piloting electric buses can refine their approach based on real-world results.
Adapt and iterate based on feedback
With wicked problems, there’s no “final” solution. Instead, aim for incremental improvements. Even small steps—like reducing emissions by 10%—can lead to meaningful change over time.
Translating This Approach to UI/UX Design:
Map user journeys to understand system connections
Like system mapping in real-world problems, understanding the flow of a user’s interaction can reveal bottlenecks and linked challenges.
Example: Designing a Financial App
- Action: Create a user journey map that includes steps like signing up, exploring features, and making a transaction. Highlight pain points (e.g., users dropping off during account verification).
- Why It Works: This visual map helps uncover how one problem (e.g., long verification processes) affects the entire experience and how solutions might impact other areas (e.g., security concerns).
Bring stakeholders and users into the process early
Just as real-world wicked problems require stakeholder alignment, design challenges benefit from including diverse perspectives early on.
Example: Accessibility Improvements
- Action: Host co-design sessions with users who have disabilities, product managers, and developers. Collaboratively brainstorm solutions, like improved screen reader support or voice command features.
- Why It Works: Including users ensures the solution addresses real-world needs, while involving developers ensures feasibility.
Prototype and test with specific goals
Prototyping is about more than just building; it’s about learning. Focus on one part of the problem and test it in isolation.
Example: Reducing Form Abandonment
- Action: Build three versions of a checkout form with different layouts (e.g., single-page vs. multi-step) and test them with users. Collect data on completion rates and user satisfaction.
- Why It Works: Testing small, targeted changes makes it easier to identify what’s working and what isn’t.
Iterate with a focus on trade-offs
Every solution for a wicked problem involves trade-offs. Acknowledge them and refine your design to minimize harm or maximize benefits.
Example: Balancing Privacy and Personalization
- Action: Introduce a feature that lets users choose how much data they share. Iterate on the UI to make these options clear and intuitive.
- Why It Works: Transparency gives users control while allowing the platform to still deliver personalized experiences.
Case study: Reducing checkout abandonment
Let’s say an e-commerce platform struggles with high cart abandonment rates. On the surface, it seems like a simple usability issue. But digging deeper, the team discovers a wicked problem:
- Some users abandon carts because of hidden fees.
- Others are put off by the time it takes to complete the checkout process.
- Some don’t trust the payment system.
Here’s how the team tackles it:
- Research: They interview users to uncover pain points.
- Collaborate: Designers, engineers, and business stakeholders brainstorm solutions, like upfront fee transparency and one-click payments.
- Prototype and Test: They test multiple checkout flows with real users to see what works best.
- Iterate: Based on feedback, they refine the process to reduce friction while balancing trade-offs like security and speed.
The result isn’t perfect—some users still abandon carts—but it’s a big step forward.
Conclusion and Key Takeaways
Wicked problems are some of the toughest challenges we face. They’re complex, interconnected, and constantly changing, whether they involve tackling climate change or designing a more inclusive app.
The key to addressing wicked problems isn’t finding the perfect solution—it’s making thoughtful progress. By understanding the system, collaborating with others, and iterating continuously, we can create meaningful, impactful changes.
Key Takeaways:
- Wicked problems don’t have one right answer. They require flexibility and adaptability.
- In both real-world scenarios and design, progress matters more than perfection.
- Collaboration and diverse perspectives are critical to finding effective approaches.
- Prototyping and iteration help navigate complexity and refine solutions over time.