$500 Idea Solves Million-Dollar Problem: 4 Ways to Treat Issues

How to illustrate the power of design thinking and creative problem-solving?

Alright, let me take you back to post-WWII New York City, where a slow elevator was causing a major headache in a busy office building. Tenants were fed up, management was freaking out, and everyone was desperate for a solution. But here’s the kicker—a simple $500 idea ended up solving what seemed like a million-dollar problem. Trust me, this story is a prime example of Occam’s Razor—sometimes the simplest solution is the best one.

But before we dive into the details, let’s break down the four ways to treat a problem. Understanding these principles can seriously up your problem-solving game.

The Four Ways to Treat a Problem

1. Absolution: This is the “do nothing” approach. You ignore the problem and cross your fingers, hoping it’ll vanish on its own. It’s like thinking that a messy room will clean itself—spoiler alert: it won’t. Ignoring issues just leads to bigger headaches down the road.
2. Resolution: Here, you’re looking back at what worked before and thinking, “If it worked then, it’ll work now.”
   Sure, this can be helpful, but it often keeps you stuck in the past, missing out on better, more innovative solutions. It’s like trying to solve today’s problems with yesterday’s tools—you might get by, but you’re not really pushing forward.
3. Solution: This is where most of us spend our time—gathering data, analysing the situation, and coming up with a fix. But here’s the thing: even the best solution doesn’t always tackle the root cause. You might patch things up for now, but the problem could pop up again later.
4. Dissolution: Now, this is where creative problem-solving really shines. Dissolution is about stepping back, rethinking the entire system, and making the problem disappear completely.
   Instead of just finding a quick fix, you’re redesigning the whole experience so the problem never comes back. This approach is at the heart of Occam’s Razor in experience design—why complicate things when a simple, effective redesign can solve the issue for good?

The Elevator Problem: From Frustration to a $500 Fix

So, back to that office building in New York. The elevators were slow, and tenants were losing their patience. Management’s first move? Absolution—they did nothing, hoping the complaints would just fade away. But as tenants started threatening to break their leases, management realized they had to act.

Next, they turned to Resolution. They brought in a team of elevator experts—pros at creative problem-solving. The engineers analysed the situation (and charged a hefty fee for it) and suggested some expensive upgrades: adding more elevators, speeding up the old ones, or installing new controls. But none of these options fully solved the issue, leaving management even more frustrated—and out of pocket.

In a last-ditch effort, they moved to Solution mode. They gathered all the department heads for a brainstorming session, throwing around ideas and hoping for a breakthrough. After a series of dead-end suggestions, a young assistant from the personnel department, fresh out of Penn State, finally spoke up. “What if we put mirrors in the lobby?”

It seemed almost too simple to work, but this is where Dissolution comes into play.

The assistant wasn’t just looking to tweak the elevators—he was rethinking the entire experience. He recognized that the real issue wasn’t the slow elevators, but the boredom people felt while waiting. By installing mirrors, they gave tenants something to do—something that made the wait feel shorter.

And the best part? It only cost $500. This is Occam’s Razor at its finest—the simplest solution turned out to be the most effective.

Bringing It Back to UX Design

This story isn’t just about elevators; it’s a lesson in the power of design thinking and dissolving problems at their root. In my own work, I’ve faced similar challenges. Take, for example, a project where a client’s business applications weren’t communicating effectively, leading to inefficiencies. Initially, we thought about building a whole new app, but then we stepped back and realized the real problem was in the underlying processes. By addressing those internal issues first, we were able to dissolve the problem entirely, setting the client up for long-term success.

Tips for Design Leaders

1. Embrace Occam’s Razor in UX design: When you’re stuck, ask yourself if the simplest solution might be the best one. Creative problem-solving doesn’t always mean more complexity—sometimes less is more.
2. Communicate and Pay Attention to Every Voice: Make sure every member of your team feels heard. If management hadn’t asked that young assistant for his ideas, they would’ve missed the simple solution that solved the problem. Every voice matters, especially when you’re looking for creative, out-of-the-box solutions.
3. Don’t Just Solve—Dissolve: Instead of just finding a fix, look for ways to redesign the system so the problem disappears completely. This is where design thinking really makes a difference.
4. Foster Creative Thinking: Encourage your team to think outside the box. Often, the most innovative solutions come from the least expected places, just like that young assistant with his mirror idea.
5. Step Back Before Diving In: Before you start solving, take a moment to see the bigger picture. Are you addressing the real problem or just a symptom? Dissolving problems requires a holistic view.

Next time you’re facing a tough challenge, remember the story of the mirrors. Sometimes the best solution isn’t about doing more—it’s about doing less, but doing it smarter.

And that’s where real innovation happens.