Why has Clarivate Analytics's Web of Science platform seen a 15% drop in daily active users over the past month?

Introduction

The recent 15% drop in daily active users (DAU) for Clarivate Analytics's Web of Science platform is a significant concern that requires immediate attention and a thorough root cause analysis. As we delve into this issue, we'll systematically examine potential factors, generate data-driven hypotheses, and develop a comprehensive plan to address the underlying causes and reverse this trend.

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 academic calendar events?

Why it matters: Academic cycles can significantly impact usage patterns of research platforms. Expected answer: The drop doesn't align with typical academic breaks. Impact on approach: If confirmed, we'd focus more on product-specific issues rather than external factors.

• Considering user segments, I'm curious if this decline is uniform across all user types. Have you noticed any particular user group (e.g., students, researchers, librarians) showing a more pronounced drop in activity?

Why it matters: Different user groups may be affected by different factors, helping us narrow down potential causes. Expected answer: The decline is more pronounced among researcher accounts. Impact on approach: We'd prioritize investigating researcher-specific features or changes.

• Thinking about recent changes, has there been any significant update to the platform's features, user interface, or pricing model in the past 1-2 months?

Why it matters: Recent changes often correlate with shifts in user behavior. Expected answer: A new citation analysis tool was launched three weeks ago. Impact on approach: We'd focus on the impact and adoption of this new feature.

• Regarding data integrity, I'm wondering if there have been any changes to how DAU is measured or any known issues with the analytics system?

Why it matters: Ensures we're working with accurate data and not chasing a phantom problem. Expected answer: No changes to measurement methods or known analytics issues. Impact on approach: We'd proceed with confidence in the data's accuracy.