What factors are contributing to the recent 20% increase in failed delivery attempts for Narvar's Returns product?

Introduction

The recent 20% increase in failed delivery attempts for Narvar's Returns product 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 strategic implications.

Step 1

Clarifying Questions (3 minutes)

• Looking at the timing, I'm thinking there might be a seasonal component. Has this increase coincided with any particular shopping season or holiday?

Why it matters: Seasonal patterns could explain temporary spikes and inform our solution approach. Expected answer: The increase started about two months ago, not aligning with major shopping events. Impact on approach: If seasonal, we'd focus on temporary capacity increases; if not, we'd look at systemic issues.

• Considering user segments, I'm wondering if this is affecting all customers equally. Are we seeing any patterns in terms of geography, retailer size, or product categories?

Why it matters: Segmentation could reveal targeted issues rather than a system-wide problem. Expected answer: The increase is relatively uniform across segments, with a slight uptick in urban areas. Impact on approach: Uniform impact suggests a broader systemic issue; geographic variations might indicate logistical challenges.

• Thinking about recent changes, have there been any updates to the Returns product or related systems in the past 3-4 months?

Why it matters: Recent changes could be directly contributing to the increased failure rate. Expected answer: A minor UI update was implemented about three months ago, but no major system changes. Impact on approach: If related to a recent change, we'd focus on rollback or quick fixes; if not, we'd investigate deeper systemic issues.

• Considering data integrity, has there been any change in how we're measuring or defining "failed delivery attempts"?

Why it matters: Ensures we're addressing a real issue and not a measurement anomaly. Expected answer: No changes to the metric definition or measurement systems. Impact on approach: Confirms we're dealing with an actual performance issue rather than a data discrepancy.