Why has EasyPost's Address Verification API seen a 15% drop in usage over the past month?

Introduction

The recent 15% drop in usage of EasyPost's Address Verification API over the past month is a concerning trend that requires immediate attention. As we delve into this issue, we'll employ a systematic approach to identify, validate, and address the root cause while considering both short-term fixes and long-term strategic implications.

Our analysis will follow a structured framework, beginning with clarifying questions to establish context, followed by a thorough examination of external factors, product understanding, metric breakdown, and data-driven hypothesis formation. We'll then conduct a root cause analysis, propose validation methods, and outline a comprehensive resolution plan.

Step 1

Clarifying Questions (3 minutes)

• I'm noticing the specificity of the 15% drop. Has there been any change in how we measure API usage?

Why it matters: Ensures we're working with accurate data. Expected answer: No changes in measurement. Impact on approach: If changed, we'd need to reassess our baseline.

• Given the month-long timeframe, are we seeing a gradual decline or a sudden drop?

Why it matters: Helps pinpoint potential triggering events. Expected answer: Gradual decline over the month. Impact on approach: Sudden drop would suggest a specific incident.

• Have we observed any changes in user segments affected by this drop?

Why it matters: Identifies if the issue is widespread or localized. Expected answer: Affects all segments similarly. Impact on approach: Segment-specific issues would require targeted solutions.

• Were there any recent updates to the API or related systems in the past 1-2 months?

Why it matters: Could reveal direct causes of the usage drop. Expected answer: Minor update to error handling. Impact on approach: Would focus on recent changes as potential causes.

• Has there been any significant change in our pricing or competitor offerings recently?

Why it matters: External factors could be driving users away. Expected answer: No major changes on our end or competitors'. Impact on approach: If yes, would consider market positioning strategies.