Why has Wiley's WileyPLUS platform seen a 15% drop in student engagement over the past semester?

Introduction

The 15% drop in student engagement on Wiley's WileyPLUS platform over the past semester is a significant concern that requires immediate attention. To address this issue, 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 this might be related to a recent platform update. Has there been any significant change to WileyPLUS in the last 3-6 months?

Why it matters: Recent changes often correlate with engagement shifts. Expected answer: Yes, a major UI overhaul was implemented. Impact on approach: If confirmed, we'd focus on UI/UX issues in our analysis.

• Considering the metric specificity, I'm curious about how "student engagement" is defined. Can you clarify the exact metrics used to measure this 15% drop?

Why it matters: Precise metric definition is crucial for accurate analysis. Expected answer: Engagement is measured by daily active users and time spent on platform. Impact on approach: This would help us pinpoint which aspect of engagement is most affected.

• Given the semester-based nature of the platform, I'm wondering if this drop aligns with any particular academic calendar events. Is this decline uniform across the semester or concentrated at specific times?

Why it matters: Temporal patterns can reveal underlying causes. Expected answer: The decline is more pronounced in the latter half of the semester. Impact on approach: This would suggest investigating factors that change as the semester progresses.

• Considering potential external factors, has there been any significant change in the competitive landscape or in institutional policies regarding learning management systems?

Why it matters: External pressures can significantly impact product usage. Expected answer: No major changes in competition or policies. Impact on approach: This would help us focus more on internal factors rather than market dynamics.