Why has Cvent's OnArrival check-in app seen a 30% drop in usage over the past month?

Introduction

Cvent's OnArrival check-in app has experienced a significant 30% drop in usage over the past month, raising concerns about its performance and user adoption. This analysis will systematically investigate the root cause of this decline, considering both internal and external factors that may have contributed to the issue.

Step 1

Clarifying Questions (3 minutes)

• Looking at the timing, I'm thinking there might be a seasonal component. Has this 30% drop been compared to the same period last year?

Why it matters: Seasonal fluctuations could explain the usage drop without indicating a problem. Expected answer: No significant seasonal pattern observed in previous years. Impact on approach: If seasonal, we'd focus on optimizing for peak periods rather than fixing a perceived issue.

• Considering user segments, I'm curious if this drop is uniform across all event types. Have you noticed any differences in usage between small local events versus large conferences?

Why it matters: Different event types may have distinct needs or issues, helping us pinpoint the problem. Expected answer: The drop is more pronounced for larger events. Impact on approach: We'd prioritize investigating features critical for large-scale event management.

• Thinking about recent updates, has there been any significant change to the app or related systems in the past 1-2 months?

Why it matters: Recent changes could directly impact user behavior or app performance. Expected answer: A minor update was released six weeks ago. Impact on approach: We'd scrutinize the update's impact and consider a rollback if necessary.

• Regarding performance metrics, has there been any change in how usage is measured or in the systems tracking this data?

Why it matters: Ensures we're comparing apples to apples and not chasing a non-existent problem. Expected answer: No changes to measurement systems or definitions. Impact on approach: Confirms the issue is real and not a data anomaly, focusing our efforts on user-facing aspects.