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Introduction
The sudden 30% increase in customer support tickets related to GoMetro's real-time transit tracking functionality 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.
I'll approach this problem by first clarifying the context, then ruling out external factors before diving deep into the product ecosystem, user journey, and potential internal causes. We'll generate data-driven hypotheses, conduct root cause analysis, and propose a structured plan for validation and resolution.
Framework overview
This analysis follows a structured approach covering issue identification, hypothesis generation, validation, and solution development.
Step 1
Clarifying Questions (3 minutes)
Why these questions matter: Understanding the context and scope of the issue is crucial for accurate analysis. The answers will help us focus our investigation and rule out potential red herrings.
Hypothetical answers:
- Typical volume: 1000 tickets/week; increase observed over the past two weeks
- Urban areas showing a higher percentage increase
- Minor UI update rolled out three weeks ago
- No known changes with data providers or transit partners
- Ticket categorization remains unchanged
Impact on approach: These answers would guide us to focus on recent product changes, urban-specific issues, and potential data accuracy problems in high-density areas.
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