Why has the adoption rate of Workday's new expense reporting module dropped by 30% over the last quarter?

Introduction

The recent 30% drop in adoption of Workday's new expense reporting module over the last quarter is a concerning trend 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 there might have been a recent update. Has there been any significant change to the expense reporting module in the last 3-4 months?

Why it matters: Recent changes could directly impact user adoption. Expected answer: Yes, there was a major UI overhaul. Impact on approach: If confirmed, we'd focus on UI/UX issues and change management.

• Considering user segments, I'm curious about the adoption patterns. Are we seeing a uniform 30% drop across all user types, or is it more pronounced in certain groups?

Why it matters: Helps identify if the issue is universal or specific to certain users. Expected answer: The drop is more significant among occasional users. Impact on approach: We'd investigate features that might be challenging for less frequent users.

• Thinking about the broader ecosystem, has there been any change in company expense policies or integrations with other financial systems?

Why it matters: External factors could be influencing user behavior. Expected answer: No major policy changes, but there's been some API integration issues. Impact on approach: We'd need to investigate the technical aspects of system integrations.

• Considering performance metrics, I'm wondering about the system's reliability. Have there been any reported increases in errors or system downtime?

Why it matters: Technical issues could be deterring users from adopting the new module. Expected answer: There's been a slight increase in error rates during peak usage times. Impact on approach: We'd prioritize investigating and resolving performance bottlenecks.