What's causing the sudden 30% increase in failed transactions on Bukalapak's BukaDompet?

Introduction

The sudden 30% increase in failed transactions on Bukalapak's BukaDompet is a critical issue that demands immediate attention. This analysis will systematically identify, validate, and address the root cause while considering both short-term fixes and long-term strategic implications.

To tackle this problem, I'll follow a structured approach:

1. Clarify the situation
2. Rule out external factors
3. Understand the product and user journey
4. Break down the metric
5. Gather and prioritize data
6. Form hypotheses
7. Conduct root cause analysis
8. Validate findings and plan next steps
9. Create a decision framework
10. Develop a resolution plan

Step 1

Clarifying Questions (3 minutes)

• Looking at the timing, I'm thinking this could be a recent change. When exactly did you first notice this 30% increase in failed transactions?

Why it matters: Pinpointing the timeframe helps narrow down potential causes. Expected answer: Within the last week or two. Impact on approach: A sudden change suggests a specific trigger rather than gradual degradation.

• Given the significance of the increase, I'm wondering about user segments. Are all user groups equally affected by this rise in failed transactions?

Why it matters: Identifying affected segments can reveal patterns or system vulnerabilities. Expected answer: Certain user groups or transaction types may be more impacted. Impact on approach: Segmented impact would focus our investigation on specific user flows or backend systems.

• Considering potential system changes, have there been any recent updates to BukaDompet or related systems that coincide with this issue?

Why it matters: Recent changes often correlate with performance issues. Expected answer: Details of any recent deployments or updates. Impact on approach: If changes align with the issue's onset, they become prime suspects for investigation.

• Thinking about transaction volume, has there been any unusual spike in BukaDompet usage that might strain the system?

Why it matters: Increased load can expose system limitations. Expected answer: Information on recent transaction volume trends. Impact on approach: Abnormal volume would suggest scaling or capacity issues to investigate.