What's causing the sudden increase in customer support tickets related to the Affirm Card?

Introduction

The sudden increase in customer support tickets related to the Affirm Card indicates a potential issue affecting user experience and satisfaction. To address this problem, I'll employ a systematic approach to identify, validate, and resolve the root cause while considering both immediate and long-term implications.

Step 1

Clarifying Questions (3 minutes)

• Looking at the timing, I'm thinking there might be a recent change. Has there been any significant update to the Affirm Card or related systems in the past few weeks?

Why it matters: Recent changes often correlate with sudden increases in support tickets. Expected answer: Yes, there was a recent update to the card's payment processing system. Impact on approach: If confirmed, I'd focus on investigating the new system's performance and integration.

• Considering user segments, I'm wondering if this is widespread or localized. Are we seeing this increase across all user demographics, or is it concentrated in specific groups?

Why it matters: Helps narrow down potential causes and affected user base. Expected answer: The increase is primarily seen among new card users. Impact on approach: I'd focus on onboarding processes and new user experiences if this is the case.

• Thinking about the nature of the tickets, I'm curious about the specific issues being reported. What are the top 3 categories of complaints we're seeing in these support tickets?

Why it matters: Identifies the most pressing issues to address. Expected answer: Issues related to transaction declines, balance discrepancies, and app connectivity. Impact on approach: I'd prioritize investigating these specific areas in our root cause analysis.

• Considering external factors, I'm wondering about any recent marketing campaigns. Have we launched any new promotions or significantly increased our user acquisition efforts recently?

Why it matters: Rapid user growth can strain systems and lead to increased support needs. Expected answer: A new cashback promotion was launched last month. Impact on approach: I'd examine the impact of the promotion on user behavior and system load.