What caused the sudden 30% increase in support tickets related to Savvas Learning's MyPerspectives ELA curriculum last week?

Introduction

The sudden 30% increase in support tickets related to Savvas Learning's MyPerspectives ELA curriculum last week is a critical issue that demands immediate attention. This analysis will systematically identify, validate, and address the root cause while considering both short-term and long-term implications for the product and its users.

I'll approach this problem by first clarifying key details, ruling out external factors, and then diving deep into the product's user journey and metrics. From there, I'll form data-driven hypotheses, conduct root cause analysis, and propose validation methods and solutions.

Step 1

Clarifying Questions (3 minutes)

• Looking at the timing, I'm thinking this could be related to a recent product update. Has there been any significant change to MyPerspectives in the past month?

Why it matters: Recent changes often correlate with support ticket spikes. Expected answer: Yes, a new feature was rolled out two weeks ago. Impact on approach: If confirmed, I'd focus on that feature in my analysis.

• Considering user segments, I'm curious about the distribution of these tickets. Are they coming from a specific user group, like teachers or students?

Why it matters: Identifying affected segments helps narrow down potential causes. Expected answer: Majority of tickets are from teachers. Impact on approach: I'd prioritize investigating teacher-specific features and workflows.

• Given the ELA curriculum focus, I'm wondering if this aligns with any academic calendar events. Are we in a period of increased usage, such as the start of a new semester?

Why it matters: Usage patterns can significantly impact support ticket volume. Expected answer: Yes, many schools started a new term recently. Impact on approach: I'd consider how increased usage might expose existing issues.

• Thinking about the support process, has there been any change in how tickets are categorized or processed in the last month?

Why it matters: Changes in support processes can artificially inflate ticket numbers. Expected answer: No changes to the support system. Impact on approach: If confirmed, I'd focus on product-related issues rather than support system changes.