Why has the adoption rate of Stytch's WebAuthn feature declined by 15% among enterprise customers this quarter?

Introduction

The recent 15% decline in Stytch's WebAuthn feature adoption among enterprise customers is a concerning trend that requires immediate attention. As we delve into this issue, we'll employ a systematic approach to identify, validate, and address the root cause, 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 change in the WebAuthn implementation. Has there been any significant update to the WebAuthn feature in the last quarter?

Why it matters: Recent changes could directly impact adoption rates. Expected answer: Yes, there was a major update. Impact on approach: If yes, we'd focus on the update's impact; if no, we'd look at other factors.

• Considering user segments, I'm wondering if this decline is uniform across all enterprise customers. Can you provide a breakdown of the adoption rate change by customer size or industry?

Why it matters: Helps identify if the issue is global or specific to certain segments. Expected answer: The decline varies across segments. Impact on approach: Segment-specific analysis if varied; broader investigation if uniform.

• Thinking about competitive landscape, has there been any significant change in the WebAuthn market recently? New entrants or feature updates from competitors?

Why it matters: External factors could be influencing customer decisions. Expected answer: Some competitive movement in the market. Impact on approach: Include competitive analysis if yes; focus more on internal factors if no.

• Considering the metric itself, has there been any change in how we measure or define WebAuthn feature adoption for enterprise customers?

Why it matters: Ensures we're comparing apples to apples in our analysis. Expected answer: No change in measurement methodology. Impact on approach: If changed, we'd need to reassess the actual decline; if not, we proceed with current data.