How can College Board address the sudden 40% increase in customer support inquiries related to PSAT score access in the past week?

Introduction

The College Board is facing a significant challenge with a 40% increase in customer support inquiries related to PSAT score access in the past week. This sudden surge demands immediate attention and a thorough root cause analysis to identify and address the underlying issues. We'll approach this problem systematically, considering both technical and user-centric factors that could be contributing to this spike in support requests.

Step 1

Clarifying Questions (3 minutes)

• Looking at the timing, I'm thinking this could be related to a recent PSAT test administration. Has there been a recent PSAT test date that might explain this sudden increase?

Why it matters: Understanding the context helps identify if this is a cyclical issue or an anomaly. Expected answer: Yes, there was a recent PSAT administration. Impact on approach: If confirmed, we'd focus on score release processes and communication.

• Considering the nature of the inquiries, I'm curious about the specific issues users are reporting. Are these inquiries primarily about technical difficulties accessing scores, or are they more about understanding the scores themselves?

Why it matters: This helps us narrow down whether it's a technical issue or a communication/education problem. Expected answer: A mix of both, but leaning towards technical access issues. Impact on approach: If technical, we'd prioritize system checks; if educational, we'd focus on improving score explanations.

• Given the 40% increase, I'm wondering about our baseline. What's the typical volume of support inquiries during a normal score release period?

Why it matters: This context helps us understand the scale of the problem and its deviation from the norm. Expected answer: Usually around X inquiries per day during score release. Impact on approach: A significant deviation would suggest a systemic issue rather than normal fluctuations.

• Considering potential system changes, have there been any recent updates to the score access portal or authentication systems?

Why it matters: Recent changes could be directly related to the increase in support inquiries. Expected answer: Yes, a new authentication system was implemented last month. Impact on approach: If confirmed, we'd focus on the new system's performance and user experience.

• Thinking about user segments, are these inquiries coming from a specific geographic region or type of user (e.g., students, parents, or educators)?

Why it matters: This helps identify if the issue is localized or affects specific user groups. Expected answer: The increase is seen across all user types but is more pronounced in certain regions. Impact on approach: We'd investigate region-specific factors and tailor solutions accordingly.