Why has LSEG's Refinitiv Workspace seen a 15% drop in daily active users over the past month?

Introduction

The recent 15% drop in daily active users for LSEG's Refinitiv Workspace over the past month is a significant concern that requires immediate attention and a thorough root cause analysis. As we delve into this issue, we'll follow a structured approach to identify, validate, and address the underlying factors contributing to this decline in user engagement.

Step 1

Clarifying Questions (3 minutes)

• Considering the timing, I'm wondering if there have been any recent product updates or changes to the Refinitiv Workspace? Have there been any significant feature releases or UI changes in the past 1-2 months?

Why it matters: Recent changes could directly impact user behavior and engagement. Expected answer: Information about recent updates or lack thereof. Impact on approach: If there were changes, we'd focus on their impact; if not, we'd look at other factors.

• Looking at the user base, I'm curious about the segmentation of this 15% drop. Is the decline uniform across all user types, or are certain segments more affected?

Why it matters: Understanding which users are most affected helps pinpoint specific issues. Expected answer: Details on user segments experiencing the most significant drops. Impact on approach: We'd tailor our investigation to the most affected segments.

• Considering potential external factors, have there been any significant market events or competitor actions that might influence user behavior?

Why it matters: External factors could be driving users away from the platform. Expected answer: Information on market conditions or competitor moves. Impact on approach: If external factors are significant, we'd need to consider strategic responses.

• Regarding system performance, have there been any reported issues with uptime, speed, or data accuracy in the past month?

Why it matters: Technical issues could be driving users away from the platform. Expected answer: Information on any recent technical problems or performance metrics. Impact on approach: If technical issues are present, we'd prioritize resolving them.

• Thinking about measurement accuracy, has there been any change in how daily active users are tracked or defined in the past month?

Why it matters: Ensures we're comparing apples to apples in our metrics. Expected answer: Confirmation of consistent measurement methods or details of any changes. Impact on approach: If measurement has changed, we'd need to reassess the actual impact on user engagement.