What factors are contributing to the recent 20% increase in customer support tickets related to Lattice's goal-setting module?

Introduction

The recent 20% increase in customer support tickets related to Lattice's goal-setting module signals a significant shift in user experience. This analysis will systematically identify, validate, and address the root cause while considering both immediate and long-term implications for our product strategy.

Step 1

Clarifying Questions (3 minutes)

• Looking at the timing, I'm thinking there might be a recent product update. Has there been any significant change to the goal-setting module in the past month?

Why it matters: Recent changes often correlate with support ticket spikes. Expected answer: Yes, we rolled out a new UI for goal creation. Impact on approach: If confirmed, we'd focus on UI/UX issues in our analysis.

• Considering user segments, I'm curious about the distribution. Are we seeing this increase across all customer types, or is it concentrated in a particular segment?

Why it matters: Helps narrow down if it's a universal issue or specific to certain users. Expected answer: It's primarily affecting enterprise customers. Impact on approach: We'd investigate enterprise-specific features or workflows.

• Thinking about the nature of the tickets, I'm wondering about the content. What are the top 3 issues being reported in these support tickets?

Why it matters: Identifies specific pain points to address. Expected answer: Goal alignment, permission settings, and data syncing issues. Impact on approach: We'd prioritize these areas in our root cause analysis.

• Considering potential system issues, I'm curious about our backend. Have there been any recent changes to our data processing or storage systems?

Why it matters: Backend changes can cause unexpected user-facing issues. Expected answer: We migrated to a new database two weeks ago. Impact on approach: We'd investigate potential data integrity or performance issues.