What factors are causing the increased crash frequency in Bentley Systems's MicroStation software over the past month?

Introduction

The increased crash frequency in Bentley Systems's MicroStation software over the past month is a critical issue that demands immediate attention. As we delve into this product execution problem, I'll employ a systematic approach to identify, validate, and address the root cause while considering both short-term fixes and long-term strategic implications.

To tackle this challenge, I'll begin by asking clarifying questions to gather essential context. Then, I'll rule out basic external factors before diving deep into product understanding, metric breakdown, and data analysis. This will lead to hypothesis formation, root cause analysis, and ultimately, a comprehensive resolution plan.

Step 1

Clarifying Questions (3 minutes)

• Looking at the timing, I'm thinking there might be a recent software update. Has there been any significant release or patch deployed in the last 1-2 months?

Why it matters: Recent changes often correlate with performance issues. Expected answer: Yes, a major update was released 6 weeks ago. Impact on approach: If confirmed, we'd focus on changes introduced in that update.

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

Why it matters: Helps narrow down potential causes and affected features. Expected answer: The issue is more prevalent among power users working on complex projects. Impact on approach: We'd investigate features commonly used in complex projects.

• Regarding performance metrics, has there been any change in how we measure or define a "crash" in our monitoring systems?

Why it matters: Ensures we're comparing apples to apples in our data analysis. Expected answer: No changes in crash definition or monitoring systems. Impact on approach: We can rule out measurement inconsistencies and focus on actual performance issues.

• Thinking about external factors, have there been any significant changes in hardware or operating systems used by our customers recently?

Why it matters: External technological shifts can impact software performance. Expected answer: No major changes noted in customer environments. Impact on approach: We'd focus more on internal factors rather than external compatibility issues.