What caused the sudden 30% increase in customer support inquiries for Everly Health's food sensitivity tests last month?

Introduction

A sudden 30% increase in customer support inquiries for Everly Health's food sensitivity tests is a significant issue that demands immediate attention. This spike could indicate underlying problems with the product, user experience, or external factors affecting our customers. I'll approach this analysis systematically, focusing on identifying the root cause, validating hypotheses, and developing both short-term and long-term solutions.

Step 1

Clarifying Questions (3 minutes)

• Looking at the timing, I'm thinking there might be a seasonal component. Has this increase coincided with any particular time of year or event?

Why it matters: Seasonal patterns could explain the surge and help predict future trends. Expected answer: No clear seasonal pattern identified. Impact on approach: If seasonal, we'd focus on capacity planning; if not, we'd investigate other factors.

• Considering user segments, I'm wondering if this increase is uniform across all user groups. Are we seeing a disproportionate increase from any particular demographic or user type?

Why it matters: Identifying affected segments could point to specific issues or changes in user behavior. Expected answer: The increase is primarily seen in new users. Impact on approach: If new users are affected, we'd focus on onboarding and product clarity; if all users, we'd look at broader product issues.

• Thinking about recent changes, have there been any updates to the product, packaging, or instructions in the last 1-2 months?

Why it matters: Recent changes could directly correlate with the increase in support inquiries. Expected answer: A new version of the test kit was released last month. Impact on approach: If changes were made, we'd scrutinize those specific updates; if not, we'd look at external factors or gradual shifts in user behavior.

• Considering the nature of support inquiries, are there any common themes or specific issues being reported more frequently?

Why it matters: Identifying patterns in support tickets could quickly point to the root cause. Expected answer: Many inquiries are related to confusion about test results interpretation. Impact on approach: If there's a common theme, we'd focus on that specific area; if diverse issues, we'd need to consider multiple factors.