What factors contributed to the sudden 30% increase in failed login attempts for Alkami's mobile banking app last week?

Introduction

A sudden 30% increase in failed login attempts for Alkami's mobile banking app last week is a critical issue that demands immediate attention. This unexpected spike could indicate security threats, user experience problems, or technical glitches affecting the app's core functionality. I'll approach this analysis systematically, focusing on identifying potential root causes, validating hypotheses, and developing both short-term fixes and long-term solutions.

Step 1

Clarifying Questions (3 minutes)

• Looking at the timing, I'm thinking there might have been a recent app update. Has there been any significant changes or updates to the app in the past two weeks?

Why it matters: Recent changes could introduce bugs or compatibility issues. Expected answer: Yes, a minor update was released 10 days ago. Impact on approach: If true, we'd focus on changes in that update.

• Considering user segments, I'm curious about the distribution of failed attempts. Are we seeing this increase across all user segments or is it concentrated in specific groups?

Why it matters: Helps identify if it's a universal issue or specific to certain users. Expected answer: The increase is seen across all segments, but more pronounced in older users. Impact on approach: If segmented, we'd tailor solutions to affected groups.

• Given the nature of banking apps, I'm wondering about any recent security policy changes. Have there been any modifications to authentication protocols or password requirements recently?

Why it matters: Security changes could inadvertently cause login issues. Expected answer: No recent security policy changes. Impact on approach: If changed, we'd scrutinize the new policies and their implementation.

• Thinking about external factors, has there been any significant media coverage or phishing attempts reported that might have made users more cautious about logging in?

Why it matters: External events can influence user behavior. Expected answer: No major incidents reported. Impact on approach: If yes, we'd consider user education and communication strategies.