Why has Qualtrics's Employee Experience (EX) platform seen a 15% drop in daily active users over the past month?

Introduction

The recent 15% drop in daily active users for Qualtrics's Employee Experience (EX) platform is a significant concern that requires immediate attention and a thorough root cause analysis. As we delve into this issue, we'll systematically examine potential factors, generate data-driven hypotheses, and develop a comprehensive plan to address the underlying causes and restore user engagement.

Step 1

Clarifying Questions (3 minutes)

• Looking at the timing, I'm thinking there might be a seasonal component. Has this drop coincided with any particular time of year or event?

Why it matters: Seasonal patterns could explain temporary fluctuations. Expected answer: No clear seasonal pattern identified. Impact on approach: If seasonal, we'd focus on cyclical strategies; if not, we'd investigate other factors.

• Considering user segments, I'm wondering if this decline is uniform across all user types. Have you noticed any particular user groups more affected than others?

Why it matters: Identifying affected segments helps pinpoint specific issues. Expected answer: The decline is more pronounced among HR managers. Impact on approach: We'd focus on HR manager-specific features and workflows.

• Thinking about recent changes, has there been any significant product update or system maintenance in the past month?

Why it matters: Recent changes could directly impact user behavior. Expected answer: A new feature was rolled out two weeks ago. Impact on approach: We'd investigate the new feature's impact and potential issues.

• Regarding data accuracy, has there been any change in how daily active users are measured or tracked?

Why it matters: Ensures we're comparing apples to apples in our metrics. Expected answer: No changes in measurement methodology. Impact on approach: If changed, we'd need to recalibrate our analysis based on the new methodology.