What factors are causing the sudden 30% increase in customer complaints about NAB's mobile banking app in the last two weeks?

Introduction

The sudden 30% increase in customer complaints about NAB's mobile banking app over the past two weeks is a critical issue that demands immediate attention. This analysis will systematically identify, validate, and address the root cause while considering both short-term fixes and long-term implications for the product and user experience.

Step 1

Clarifying Questions (3 minutes)

• Looking at the timing, I'm thinking there might have been a recent app update. Has there been any significant changes or updates to the mobile banking app in the last month?

Why it matters: Recent changes could directly correlate with the increase in complaints. Expected answer: Yes, there was an update two weeks ago. Impact on approach: If confirmed, we'd focus on changes introduced in that update.

• Considering the scale of the increase, I'm wondering about the nature of these complaints. What are the top 3 issues customers are reporting in their complaints?

Why it matters: Understanding the specific issues helps narrow down potential causes. Expected answer: Login problems, transaction errors, and slow performance. Impact on approach: We'd prioritize investigating these specific areas of the app.

• Given the suddenness of the increase, I'm curious about any backend changes. Have there been any server-side updates or infrastructure changes in the past month?

Why it matters: Backend issues could affect app performance without visible changes to users. Expected answer: A new server cluster was implemented three weeks ago. Impact on approach: We'd include backend systems in our investigation if confirmed.

• Considering potential external factors, has there been any significant increase in app usage or new user onboarding recently?

Why it matters: A surge in users could strain the system and lead to performance issues. Expected answer: User growth has been steady, no unusual spikes. Impact on approach: If confirmed, we'd focus more on internal factors rather than user volume.