Why has the usage of Onit's AI-assisted document review feature declined by 15% among law firm clients in the last 60 days?

Introduction

The recent 15% decline in usage of Onit's AI-assisted document review feature among law firm clients over the past 60 days is a concerning trend that requires immediate attention. To address this issue, I'll employ a systematic approach to identify, validate, and resolve the root cause while considering both short-term and long-term implications for our product and business.

Step 1

Clarifying Questions (3 minutes)

• Looking at the timing, I'm thinking there might be seasonal factors at play. Have we seen similar usage patterns in previous years during this same period?

Why it matters: Helps distinguish between cyclical trends and genuine product issues. Expected answer: No significant seasonal patterns observed in previous years. Impact on approach: If seasonal, we'd focus on adapting to cyclical demand; if not, we'd dig deeper into product-specific factors.

• Considering the specificity of the decline, I'm curious about our measurement accuracy. Has there been any recent change in how we track or define "usage" for this feature?

Why it matters: Ensures we're addressing a real issue, not a measurement anomaly. Expected answer: No changes in measurement methodology. Impact on approach: If measurement changed, we'd need to recalibrate our analysis; if not, we proceed with investigating usage decline causes.

• Given the focus on law firm clients, I'm wondering about market segmentation. Is this decline uniform across all law firm sizes, or is it more pronounced in certain segments?

Why it matters: Helps pinpoint whether the issue is universal or segment-specific. Expected answer: Decline is more significant among mid-sized law firms. Impact on approach: If segment-specific, we'd tailor our investigation and solutions to that particular user group.

• Considering potential external factors, have there been any significant regulatory changes in the legal industry that might affect document review processes?

Why it matters: External factors could be driving changes in user behavior. Expected answer: No major regulatory changes noted. Impact on approach: If regulatory changes exist, we'd need to adapt our product; if not, we focus on internal and user-centric factors.

• Thinking about recent product updates, have we rolled out any changes to the AI-assisted document review feature in the last 90 days?

Why it matters: Recent changes could be directly impacting user experience and adoption. Expected answer: A minor update was released 75 days ago. Impact on approach: If recent changes exist, we'd scrutinize their impact; if not, we'd look at longer-term trends and competitive factors.