What's causing the sudden increase in negative reviews for the Trustpilot mobile app?

Introduction

The sudden increase in negative reviews for the Trustpilot mobile app is a critical issue that demands immediate attention. As we delve into this product root cause analysis, we'll employ a systematic approach to identify, validate, and address the underlying factors contributing to this concerning trend. Our goal is not only to mitigate the current situation but also to implement long-term strategies that will enhance user satisfaction and app performance.

Step 1

Clarifying Questions (3 minutes)

• Looking at the timing, I'm thinking there might be a recent app update. Has there been a major release or feature change in the last few weeks?

Why it matters: Recent changes often correlate with shifts in user sentiment. Expected answer: Yes, there was an update two weeks ago. Impact on approach: If confirmed, we'd focus on changes introduced in that update.

• Considering user segments, I'm curious about the distribution of negative reviews. Are they concentrated among specific user groups or device types?

Why it matters: Helps identify if the issue is widespread or localized to certain segments. Expected answer: The negative reviews are spread across various user groups but more prevalent on Android devices. Impact on approach: We'd prioritize investigating Android-specific issues while not neglecting iOS.

• Regarding performance metrics, I'm wondering about app stability. Have there been any significant changes in crash rates or app performance recently?

Why it matters: Poor app performance often leads to negative reviews. Expected answer: Crash rates have increased by 15% in the last month. Impact on approach: We'd focus on technical issues and prioritize stability improvements.

• Thinking about user engagement, has there been any change in how users interact with key features of the app?

Why it matters: Changes in user behavior can indicate usability issues or feature dissatisfaction. Expected answer: Usage of the review submission feature has decreased by 20%. Impact on approach: We'd investigate the review submission process and related UI/UX elements.