Why has the average watch time for Vidyard's embedded videos declined by 15% among B2B customers since the latest platform update?

Introduction

The decline in average watch time for Vidyard's embedded videos among B2B customers by 15% since the latest platform update is a critical issue that demands immediate attention. This metric directly impacts user engagement and the overall value proposition of our product. 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 the platform update might be directly related. Could you provide more details about the specific changes implemented in the latest update?

Why it matters: Understanding the changes helps pinpoint potential causes. Expected answer: List of feature updates or backend changes. Impact on approach: Directs focus to specific areas of the platform.

• I'm curious about the user segments affected. Has the decline been uniform across all B2B customers, or are certain industries or company sizes more impacted?

Why it matters: Identifies if the issue is universal or segment-specific. Expected answer: Breakdown of impact by customer segments. Impact on approach: May lead to targeted solutions for specific user groups.

• Considering the metric itself, has there been any change in how watch time is calculated or measured since the update?

Why it matters: Ensures we're comparing apples to apples in our analysis. Expected answer: Confirmation of consistent measurement methods. Impact on approach: If changed, we'd need to reassess the validity of the comparison.

• I'm wondering about user feedback. Have we received any direct complaints or comments from B2B customers about video performance or usability since the update?

Why it matters: Provides qualitative context to the quantitative data. Expected answer: Summary of user feedback or lack thereof. Impact on approach: Guides us towards user-centric or technical solutions.