When tackling any problem or issue, the first step is always awareness.
Find out whatever you can about the problem, the domain of the problem, and the context of the problem.
Then, determine what else you can derive, or interpretations you can have about the problem or issue. Whether or not you will use this information in the final solution is irrelevant. You are not thinking of the solution at this point, you are just gathering information
The more awareness and knowledge about a problem or issue, the better prepared you will be to determine a solution.
Finally, you take what you now know and figure out potential solutions.