What caused the sudden 30% decrease in Turo's mobile app bookings last weekend?

Introduction

A sudden 30% decrease in Turo's mobile app bookings last weekend is a critical issue that demands immediate attention and thorough analysis. As we dive into this problem, we'll systematically examine potential causes, gather relevant data, and develop a strategic plan to address the root cause while considering both short-term fixes and long-term implications for Turo's business.

Step 1

Clarifying Questions (3 minutes)

• Looking at the timing, I'm thinking this could be a recent app update issue. Has there been any significant app update or feature release in the past week?

Why it matters: Recent changes often correlate with sudden performance shifts. Expected answer: Yes, an update was released 3 days ago. Impact on approach: If true, we'd focus on the new update's features and potential bugs.

• Considering the scale of the decrease, I'm wondering about system-wide issues. Have we seen any unusual error rates or server downtime during this period?

Why it matters: Technical issues can dramatically impact user experience and booking rates. Expected answer: No significant increase in error rates or downtime reported. Impact on approach: If true, we'd shift focus from backend issues to user-facing elements.

• Given the specificity to mobile, I'm curious about platform differences. Is this decrease consistent across iOS and Android, or is it more pronounced on one platform?

Why it matters: Platform-specific issues could narrow down the problem scope. Expected answer: The decrease is more severe on iOS (40%) compared to Android (20%). Impact on approach: If true, we'd prioritize investigating iOS-specific factors.

• Thinking about user behavior, I'm interested in the booking funnel. Has there been a change in the conversion rate at any specific step of the booking process?

Why it matters: Identifying where users are dropping off can pinpoint the problem area. Expected answer: There's a significant increase in users abandoning the process at the payment stage. Impact on approach: If true, we'd focus on recent changes or issues in the payment flow.