Why has BetterUp's coaching session attendance rate dropped by 15% over the past month?

Introduction

The recent 15% drop in BetterUp's coaching session attendance rate over the past month is a concerning trend that requires immediate attention. As we analyze this issue, we'll follow a systematic approach to identify, validate, and address the root cause while considering both short-term fixes and long-term strategic implications.

Our analysis will cover issue identification, hypothesis generation, validation, and solution development. We'll start by clarifying the context, then rule out external factors before diving deep into the product ecosystem, user journey, and potential internal causes.

Step 1

Clarifying Questions (3 minutes)

• Looking at the timing, I'm thinking there might be a seasonal component. Has this drop coincided with any particular time of year or event?

Why it matters: Seasonal patterns could explain temporary fluctuations. Expected answer: No significant seasonal correlation. Impact on approach: If seasonal, we'd focus on annual trends; if not, we'll investigate recent changes.

• Considering user segments, I'm wondering if this drop is uniform across all user types. Have you noticed any particular user segments more affected than others?

Why it matters: Identifies whether the issue is global or segment-specific. Expected answer: The drop is more pronounced in enterprise clients. Impact on approach: We'd focus on enterprise-specific factors if confirmed.

• Thinking about recent changes, has there been any significant product update or policy change in the last 1-2 months?

Why it matters: Recent changes often correlate with metric shifts. Expected answer: A new scheduling system was implemented. Impact on approach: We'd investigate the new system's impact on attendance.

• Regarding the metric itself, has there been any change in how attendance is measured or reported?

Why it matters: Ensures we're comparing apples to apples. Expected answer: No changes in measurement or reporting. Impact on approach: If changed, we'd need to recalibrate our analysis.