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Introduction
The recent 20% decrease in average time spent on Credit Karma's Credit Score page following the latest app update is a concerning trend that requires immediate attention. This analysis will systematically investigate potential root causes, generate data-driven hypotheses, and propose a strategic plan to address the issue while considering both short-term fixes and long-term implications for the product.
Framework overview
This analysis follows a structured approach covering issue identification, hypothesis generation, validation, and solution development.
Step 1
Clarifying Questions (3 minutes)
Why it matters: Establishes a clear timeline for the issue. Expected answer: The update was released on [specific date] and the decrease was observed shortly after. Impact on approach: If confirmed, focuses investigation on changes introduced in the update.
Why it matters: Helps identify if the issue is universal or specific to certain user groups. Expected answer: The decrease is more pronounced among [specific user segment]. Impact on approach: Tailors the investigation to focus on the most affected user groups.
Why it matters: Directly relates to potential causes within the product itself. Expected answer: Yes, we [made specific changes] to the Credit Score page layout. Impact on approach: Guides the investigation towards specific product changes if confirmed.
Why it matters: Ensures we're comparing apples to apples in our data analysis. Expected answer: No changes to the metric calculation have been made. Impact on approach: If changes were made, it would shift focus to data consistency issues.
Why it matters: Helps rule out or consider external influences on user behavior. Expected answer: No major industry changes, but [competitor] recently launched a new feature. Impact on approach: Broadens the scope of investigation to include competitive analysis if relevant.
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