What caused the sudden drop in active users for Incorta's self-service analytics dashboard last week?

Introduction

The sudden drop in active users for Incorta's self-service analytics dashboard last week is a critical issue that demands immediate attention. As we delve into this product root cause analysis, we'll employ a systematic approach to identify, validate, and address the underlying factors contributing to this decline. Our goal is not only to uncover the immediate cause but also to develop strategies for long-term prevention and improvement.

Step 1

Clarifying Questions (3 minutes)

• Looking at the timing, I'm thinking there might be a specific event or change that triggered this. Could you provide more details on any recent updates or modifications to the dashboard in the days leading up to the drop?

Why it matters: Identifying recent changes helps pinpoint potential triggers. Expected answer: Information about recent updates or lack thereof. Impact on approach: Directs focus to either recent changes or underlying issues.

• Considering user segments, I'm curious about the distribution of the drop. Is the decline uniform across all user types, or are certain segments more affected?

Why it matters: Helps determine if the issue is global or segment-specific. Expected answer: Data on user segment impact. Impact on approach: Guides whether to focus on specific user groups or system-wide issues.

• Regarding performance metrics, I'm wondering about any changes in related KPIs. Have you noticed any shifts in other metrics like load time, feature usage, or user engagement alongside the drop in active users?

Why it matters: Correlations between metrics can reveal underlying issues. Expected answer: Information on other metric changes. Impact on approach: Helps identify potential technical or UX issues.

• Thinking about external factors, I'm considering market dynamics. Have there been any significant industry events or competitor actions that might have influenced user behavior?

Why it matters: External factors can sometimes explain internal metrics. Expected answer: Information on relevant market events. Impact on approach: Determines whether to focus on internal factors or market responses.