What factors are causing Bird Global's mobile app to have a 20% higher crash rate compared to the previous quarter?

Introduction

Bird Global's mobile app is experiencing a 20% higher crash rate compared to the previous quarter, indicating a significant decline in app stability. This issue requires a thorough investigation to identify the root cause and implement effective solutions. I'll approach this problem systematically, focusing on data analysis, hypothesis generation, and validation to uncover the underlying factors contributing to the increased crash rate.

Step 1

Clarifying Questions (3 minutes)

• Considering the timing, I'm wondering if there have been any recent app updates. Have there been any major releases or changes to the app in the last quarter?

Why it matters: Recent updates often introduce new bugs or compatibility issues. Expected answer: Yes, there was a major update two weeks ago. Impact on approach: If confirmed, we'd focus on changes introduced in the update.

• Looking at the crash rate increase, I'm curious about the distribution. Is the 20% increase consistent across all user segments and device types?

Why it matters: Helps identify if the issue is universal or specific to certain users or devices. Expected answer: The increase is more pronounced on Android devices and for users in urban areas. Impact on approach: We'd prioritize investigating Android-specific issues and urban usage patterns.

• Considering potential external factors, has there been any significant change in user behavior or usage patterns recently?

Why it matters: Changes in how users interact with the app could lead to unexpected crashes. Expected answer: There's been a 30% increase in app usage during peak hours. Impact on approach: We'd focus on performance under high load conditions.

• Thinking about system changes, have there been any backend infrastructure updates or changes to API endpoints used by the app?

Why it matters: Backend changes can sometimes cause unexpected issues in the app. Expected answer: A new API version was rolled out last month. Impact on approach: We'd investigate compatibility issues between the app and the new API.