What factors are contributing to the sudden 30% increase in support tickets related to D2L's Brightspace Portfolio tool in the last two weeks?

Introduction

The sudden 30% increase in support tickets related to D2L's Brightspace Portfolio tool over the past two weeks is a critical issue that demands immediate attention. This analysis will systematically identify, validate, and address the root cause while considering both short-term fixes and long-term implications for the product.

I'll approach this problem by first clarifying the context, then ruling out external factors before diving deep into the product itself. We'll break down the metric, gather relevant data, form hypotheses, and conduct a thorough root cause analysis. Finally, we'll develop a comprehensive plan to validate our findings and implement solutions.

Step 1

Clarifying Questions (3 minutes)

• Looking at the timing, I'm thinking there might have been a recent update. Has there been any change to the Brightspace Portfolio tool in the last month?

Why it matters: Recent changes often correlate with support ticket spikes. Expected answer: Yes, a minor update was released three weeks ago. Impact on approach: If confirmed, we'd focus on the update's features and potential bugs.

• Considering user segments, I'm curious about the distribution of these tickets. Are they coming from a specific user group, like new users or a particular institution?

Why it matters: Identifying affected segments helps narrow down potential causes. Expected answer: The increase is primarily from existing users across multiple institutions. Impact on approach: This would suggest a systemic issue rather than onboarding or institution-specific problems.

• Given the nature of portfolio tools, I'm wondering about the academic calendar. Are we in a period of increased portfolio submissions or evaluations?

Why it matters: Usage patterns tied to academic cycles could explain increased support needs. Expected answer: It's mid-semester for most institutions using Brightspace. Impact on approach: If confirmed, we'd investigate whether the tool is struggling under higher load.

• Thinking about support ticket categorization, I'm curious about the nature of these tickets. What are the top three issues being reported?

Why it matters: The types of issues reported can point directly to root causes. Expected answer: Slow loading times, missing files, and difficulty sharing portfolios. Impact on approach: This would guide our technical investigation and user journey analysis.