What factors are causing the average time to complete Policygenius's homeowners insurance questionnaire to increase by 5 minutes since the latest update?

Introduction

The recent increase in completion time for Policygenius's homeowners insurance questionnaire is a critical issue that demands immediate attention. A 5-minute increase in questionnaire completion time could significantly impact user experience, conversion rates, and overall business performance. I'll approach this problem systematically, focusing on identifying the root cause, validating hypotheses, and developing both short-term fixes and long-term solutions.

Step 1

Clarifying Questions (3 minutes)

• Looking at the timing, I'm thinking this might be related to recent product changes. Have there been any significant updates to the questionnaire or underlying systems in the past month?

Why it matters: Recent changes often correlate with performance shifts. Expected answer: Yes, there was a recent update. Impact on approach: If yes, we'll focus on change-related hypotheses; if no, we'll explore broader issues.

• I'm curious about the user segments affected. Is this increase consistent across all user groups, or are certain demographics experiencing longer completion times?

Why it matters: Helps identify if the issue is universal or segment-specific. Expected answer: The increase is more pronounced in certain user groups. Impact on approach: Segment-specific issues would lead to targeted solutions.

• Considering potential technical issues, have there been any reports of increased error rates or system slowdowns during the questionnaire process?

Why it matters: Technical problems can directly impact completion times. Expected answer: Some increase in error rates has been observed. Impact on approach: High error rates would prioritize technical investigations.

• I'm wondering about the questionnaire's content. Has there been any expansion in the number or complexity of questions recently?

Why it matters: Content changes can significantly affect completion time. Expected answer: Some questions were added or modified. Impact on approach: Content-related issues would require a review of the questionnaire design.