Introduction
Ather Energy ships software to its scooters over the air (OTA). That is a core advantage: owners get new features without visiting a service centre. It is also a risk. A single update reaches tens of thousands of scooters, and any regression affects the whole fleet at once. The Rizta, Ather's best-selling family scooter, is especially sensitive because its buyers are less tolerant of surprises.
The scenario: two weeks after an AtherStack OTA update, range-related complaints from Rizta owners rose 40%. Complaints include "range dropped", "range estimate is wrong" and "battery drains overnight". How would you investigate? This is a hard question because the cause could be in software, hardware, data, weather or perception, and several teams own pieces of it.
Separate three possibilities early: real range dropped, the estimate changed but real range did not, or nothing changed and complaints rose for another reason. Each points to a different team.
Step 1
Clarifying Questions (3 minutes)
- Assumption: A new in-app feedback button was added in the same update.
- Impact: Some of the rise may be easier reporting, not more problems.
- Assumption: Staged rollout: 20% in week one, 100% in week two.
- Impact: We can compare updated and not-yet-updated scooters in the same period.
- Assumption: New voice features, a revised range estimation algorithm, and a battery management (BMS) parameter change to improve cell longevity.
- Impact: Two changes directly touch range.
- Assumption: Monsoon season started in several cities during the same two weeks.
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