What factors are causing the sudden 30% increase in customer support tickets related to Stash's Stock-Back Card in the last week?

Introduction

The sudden 30% increase in customer support tickets related to Stash's Stock-Back Card 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 our product and users.

I'll approach this problem by first clarifying the context, then ruling out external factors before diving deep into our product ecosystem, user journey, and relevant metrics. We'll generate data-driven hypotheses, conduct root cause analysis, and develop a comprehensive plan to resolve the issue and prevent future occurrences.

Step 1

Clarifying Questions (3 minutes)

• Looking at the timing, I'm thinking there might have been a recent product update. Has there been any change to the Stock-Back Card feature or related systems in the past two weeks?

Why it matters: Recent changes often correlate with sudden metric shifts. Expected answer: Yes, there was a minor update to the reward calculation system. Impact on approach: If confirmed, we'd prioritize investigating this change.

• Given the specificity of the increase, I'm curious about our measurement systems. Has there been any change in how we categorize or count support tickets recently?

Why it matters: Ensures we're dealing with a real issue, not a measurement anomaly. Expected answer: No changes to the ticketing system. Impact on approach: If there were changes, we'd need to reassess our baseline metrics.

• Considering user segments, I'm wondering if this increase is evenly distributed. Are we seeing this 30% increase across all user groups, or is it concentrated in specific segments?

Why it matters: Helps narrow down potential causes and affected users. Expected answer: The increase is primarily seen in new users. Impact on approach: If confirmed, we'd focus on onboarding and new user experiences.

• Thinking about external factors, have there been any significant market events or promotions that might have impacted Stock-Back Card usage in the last week?

Why it matters: External events can drive sudden changes in user behavior. Expected answer: No major market events, but a promotional campaign was launched. Impact on approach: If a promotion is involved, we'd investigate its implementation and communication.