Why has customer engagement with Feedzai's Pulse dashboard decreased by 30% compared to the previous quarter?

Introduction

The 30% decrease in customer engagement with Feedzai's Pulse dashboard compared to the previous quarter is a significant issue that requires immediate attention. This analysis will systematically identify, validate, and address the root cause while considering both short-term and long-term implications for the product and business.

Step 1

Clarifying Questions (3 minutes)

• Looking at the timing, I'm thinking there might be seasonality at play. Has this decrease been observed in previous years during the same quarter?

Why it matters: Helps distinguish between cyclical patterns and genuine product issues. Expected answer: No similar pattern in previous years. Impact on approach: If seasonal, we'd focus on adapting to cyclical demand; if not, we'd dig deeper into product-specific factors.

• Considering user segments, I'm wondering if this decrease is uniform across all user types. Are we seeing a more significant drop in engagement from any particular user segment?

Why it matters: Identifies whether the issue is global or specific to certain user groups. Expected answer: The decrease is more pronounced among enterprise users. Impact on approach: If segment-specific, we'd tailor our solution to address the needs of that particular group.

• Thinking about recent changes, have there been any significant updates to the Pulse dashboard or related systems in the last quarter?

Why it matters: Helps identify if recent changes could be causing the engagement drop. Expected answer: A new feature was added to the dashboard last month. Impact on approach: If recent changes are involved, we'd focus on reviewing and potentially rolling back or improving those specific updates.

• Considering data integrity, has there been any change in how engagement is measured or tracked for the Pulse dashboard?

Why it matters: Ensures we're comparing apples to apples and not dealing with a measurement issue. Expected answer: No changes in measurement methodology. Impact on approach: If measurement has changed, we'd need to recalibrate our analysis based on the new methodology.