Why has Trulioo's GlobalGateway API experienced a 15% drop in successful verifications over the past month?

Introduction

The recent 15% drop in successful verifications for Trulioo's GlobalGateway API over the past month is a critical issue that demands immediate attention. This decline in performance could significantly impact user trust, revenue, and overall product efficacy. To address this problem, I'll employ a systematic approach to identify, validate, and resolve the root cause while 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 API or underlying data sources. Has there been any significant update to the GlobalGateway API or its data providers in the last 1-2 months?

Why it matters: Recent changes often correlate with performance shifts. Expected answer: Yes, there was a major update to one of our data providers. Impact on approach: If true, we'd focus on the specific changes and their potential impact.

• Considering the global nature of the product, I'm wondering about geographical patterns. Are we seeing this 15% drop uniformly across all regions, or is it concentrated in specific areas?

Why it matters: Localized issues might point to regional data sources or regulatory changes. Expected answer: The drop is more pronounced in certain regions, particularly in Southeast Asia. Impact on approach: We'd investigate region-specific factors and data sources if this is the case.

• Given the nature of verification services, I'm curious about the types of verifications affected. Is this drop consistent across all verification types (e.g., ID, address, business), or is it more prevalent in certain categories?

Why it matters: Different verification types might be affected by different factors. Expected answer: The drop is most significant in ID verifications, particularly for newer, chip-based IDs. Impact on approach: We'd focus on the specific verification types most affected and their unique challenges.

• Considering potential changes in user behavior, have we noticed any shift in the demographics or use cases of our API consumers over the past month?

Why it matters: Changes in user composition can affect overall performance metrics. Expected answer: We've seen an increase in new, smaller businesses using our API for the first time. Impact on approach: We'd investigate onboarding processes and potential misuse of the API by new users.