What factors are causing the sudden 30% increase in customer support calls related to Judo Bank's online banking platform this month?

Introduction

The sudden 30% increase in customer support calls related to Judo Bank's online banking platform this month is a critical issue that demands immediate attention. This analysis will systematically identify, validate, and address the root cause while considering both short-term and long-term implications for the platform and its users.

I'll approach this problem by first clarifying the context, then ruling out external factors before diving deep into the product's user journey, metric breakdown, and data analysis. From there, I'll form and validate hypotheses, conduct a root cause analysis, and propose a comprehensive resolution plan.

Step 1

Clarifying Questions (3 minutes)

• Looking at the timing, I'm thinking there might be a recent platform update. Has there been any significant change to the online banking platform in the past month?

Why it matters: Recent changes often correlate with support spikes. Expected answer: Yes, a new feature was rolled out. Impact on approach: If yes, we'd focus on the new feature's implementation and user experience.

• Considering user segments, I'm curious about the distribution of these calls. Are they coming from a specific user demographic or account type?

Why it matters: Helps identify if the issue is widespread or localized. Expected answer: Calls are primarily from older users with savings accounts. Impact on approach: If segmented, we'd tailor our investigation to that specific user group.

• Thinking about the nature of the calls, I'm wondering about the most common issues reported. What are the top three reasons customers are calling support?

Why it matters: Pinpoints specific areas of the platform causing issues. Expected answer: Login problems, transaction errors, and account balance discrepancies. Impact on approach: We'd prioritize investigating these specific functionalities.

• Considering potential system changes, has there been any recent update to the way customer support calls are logged or categorized?

Why it matters: Ensures the increase isn't due to a change in measurement. Expected answer: No changes to the logging system. Impact on approach: If no changes, we can rule out measurement errors and focus on actual platform issues.