Why has user engagement with Platzi's mobile app declined, with average daily active users falling by 20% in the last two weeks?

Introduction

The recent 20% decline in daily active users for Platzi's mobile app over the past two weeks 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 fixes and long-term strategic implications.

Step 1

Clarifying Questions (3 minutes)

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

Why it matters: Recent changes could directly impact user experience and engagement. Expected answer: Yes, there was an update two weeks ago. Impact on approach: If confirmed, we'd focus on changes introduced in the update.

• Considering user segments, I'm curious about the distribution of the decline. Is the 20% drop uniform across all user segments, or are certain groups more affected?

Why it matters: Helps identify if the issue is global or specific to certain user types. Expected answer: The decline is more pronounced among newer users. Impact on approach: We'd investigate onboarding processes and new user experience.

• Thinking about external factors, have there been any significant changes in the online education market or competitor actions recently?

Why it matters: External factors could be drawing users away from Platzi. Expected answer: No major market shifts, but a competitor launched a new feature. Impact on approach: We'd analyze the competitive landscape and Platzi's unique value proposition.

• Considering technical aspects, has there been any change in the app's performance metrics, such as load times or crash rates?

Why it matters: Technical issues could be frustrating users and reducing engagement. Expected answer: There's been a slight increase in app crash rates. Impact on approach: We'd prioritize investigating and resolving technical issues.