What factors contributed to the sudden 30% decrease in new course evaluations submitted through Watermark's EvaluationKIT platform last week?

Introduction

The sudden 30% decrease in new course evaluations submitted through Watermark's EvaluationKIT platform last week is a critical issue that demands immediate attention. This analysis will systematically identify, validate, and address the root cause while considering both short-term and long-term implications for our product and users.

I'll approach this problem by first clarifying key details, ruling out external factors, and then diving deep into our product ecosystem. We'll break down the metric, gather relevant data, form hypotheses, and conduct a thorough root cause analysis. Finally, we'll develop a comprehensive plan to validate our findings and implement solutions.

Step 1

Clarifying Questions (3 minutes)

• Looking at the timing, I'm thinking this could be related to the academic calendar. Are we in a period typically associated with lower course evaluation activity?

Why it matters: Seasonal patterns could explain the decrease and inform our solution approach. Expected answer: Yes, we're in a mid-semester lull. Impact on approach: If confirmed, we'd focus on strategies to boost engagement during typically slow periods.

• I'm curious about recent platform changes. Have there been any significant updates or new features rolled out in the past month?

Why it matters: Recent changes could have unintended consequences on user behavior. Expected answer: A new UI was implemented two weeks ago. Impact on approach: If true, we'd investigate usability issues and consider rolling back or tweaking the update.

• Considering user segments, I'm wondering if this decrease is uniform across all types of institutions. Can we break down the data by institution type (e.g., universities, community colleges)?

Why it matters: Different user segments may be affected differently, guiding our investigation and solution. Expected answer: The decrease is more pronounced in larger universities. Impact on approach: We'd focus on understanding the specific needs and challenges of larger institutions.

• Given the sudden nature of the decrease, I'm thinking about potential technical issues. Have there been any reported server outages or performance problems in the last week?

Why it matters: Technical issues could directly impact submission rates. Expected answer: No major outages, but there have been some intermittent slowdowns. Impact on approach: We'd prioritize investigating and resolving any performance issues.