What factors are causing the sudden 30% increase in failed transactions for MobiKwik's bill payment service this week?

Introduction

The sudden 30% increase in failed transactions for MobiKwik's bill payment service this week is a critical issue that demands immediate attention. To address this problem, I'll employ a systematic approach to identify, validate, and resolve the root cause while considering both short-term fixes and long-term implications for the product.

Step 1

Clarifying Questions (3 minutes)

• Looking at the timing, I'm thinking this could be related to a recent system change. Has there been any significant update or deployment to the bill payment service in the past week?

Why it matters: Recent changes often correlate with performance issues. Expected answer: Yes, there was a minor update to the payment gateway. Impact on approach: If confirmed, we'd focus on the update's impact and potential rollback.

• Considering the scale of the issue, I'm wondering about its distribution. Is this 30% increase uniform across all bill types and user segments, or is it concentrated in specific areas?

Why it matters: Helps narrow down potential causes and affected user groups. Expected answer: The increase is more pronounced in utility bill payments. Impact on approach: We'd prioritize investigating the utility bill payment flow and associated systems.

• Given the nature of bill payments, I'm curious about any recent changes in transaction volume. Has there been a significant spike in transaction attempts that could be overwhelming the system?

Why it matters: Sudden volume increases can strain system capacity. Expected answer: Transaction volume has remained relatively stable. Impact on approach: If volume isn't the issue, we'd focus more on internal system problems or external integrations.

• Considering potential external factors, have there been any reported issues with major payment gateways or banks that MobiKwik integrates with for bill payments?

Why it matters: External dependencies can significantly impact transaction success rates. Expected answer: No major reported issues with payment partners. Impact on approach: If confirmed, we'd shift focus to internal systems and processes.