For the Apple Card, a high number of customers are not making their monthly payments, resulting in negative effects to a customer account and high complaints call volume. Why might the customers be having issues making payments, and what happens to their accounts?

Introduction

The Apple Card payment issue presents a complex challenge affecting customer satisfaction and operational efficiency. To address this, I'll conduct a systematic analysis to identify root causes, validate hypotheses, and propose targeted solutions.

Step 1

Clarifying Questions (3 minutes)

• What percentage of customers are missing payments compared to historical averages?

• Are there specific user segments more affected by this issue?

• Have there been recent changes to the payment process or user interface?

• What's the trend in complaint call volume over the past 3-6 months?

Understanding the scale and scope of the issue is crucial. If, for instance, 20% of customers are missing payments compared to a historical 5%, it would indicate a significant problem. This information would help prioritize our investigation and resource allocation.

Hypothetical answer: Let's assume there's been a 15% increase in missed payments over the past quarter, primarily affecting new cardholders.

Impact: This would suggest focusing our analysis on recent changes and the onboarding experience for new users.