What factors are causing the sudden 30% increase in failed deposits on eToro's mobile app this week?

Introduction

The sudden 30% increase in failed deposits on eToro's mobile app this week is a critical issue that demands immediate attention. As we analyze this product problem, I'll follow a systematic framework to identify, validate, and address the root cause while considering both immediate and long-term implications.

My approach will involve a thorough examination of the issue, generation of data-driven hypotheses, and development of a comprehensive solution strategy. I'll begin by seeking clarification, then systematically work through potential causes, data analysis, and validation methods before proposing a resolution plan.

Step 1

Clarifying Questions (3 minutes)

• Given the sudden nature of the increase, I'm wondering about recent changes. Have there been any updates to the app or backend systems in the past week?

Why it matters: Recent changes often correlate with sudden metric shifts. Expected answer: Yes, a minor update was pushed last week. Impact on approach: If confirmed, I'd focus on changes introduced in the update.

• Considering user segments, is this increase uniform across all user types, or is it more pronounced in specific groups?

Why it matters: Helps narrow down potential causes and affected user base. Expected answer: The increase is more significant among newer users. Impact on approach: I'd investigate onboarding flows and new user experiences.

• Looking at the deposit process, are failures occurring at a specific step, like payment method selection or final confirmation?

Why it matters: Pinpoints where in the user journey the problem is occurring. Expected answer: Failures are primarily at the final confirmation step. Impact on approach: I'd focus on backend processing and transaction completion mechanisms.

• Thinking about external factors, have there been any changes in payment provider integrations or banking regulations recently?

Why it matters: External changes can significantly impact financial transactions. Expected answer: No major changes reported from payment providers. Impact on approach: I'd shift focus to internal systems and user behavior if confirmed.