Why has Workiva's Wdesk platform seen a 15% drop in daily active users over the past month?

Introduction

The recent 15% drop in daily active users for Workiva's Wdesk platform over the past month is a significant concern that requires immediate attention and a thorough root cause analysis. As we delve into this issue, we'll follow a systematic approach to identify, validate, and address the underlying factors contributing to this decline in user engagement.

Step 1

Clarifying Questions (3 minutes)

• Considering the timing, I'm wondering if there have been any recent product updates or changes to the Wdesk platform. Have there been any significant feature releases or UI changes in the past 1-2 months?

Why it matters: Recent changes could directly impact user behavior and engagement. Expected answer: Information about recent updates or confirmation of no major changes. Impact on approach: If changes occurred, we'd focus on their impact; if not, we'd look at other factors.

• Looking at the user base, I'm curious about the distribution of this 15% drop. Is the decline uniform across all user segments, or are certain groups more affected?

Why it matters: Helps identify if the issue is widespread or specific to certain user types. Expected answer: Data on user segment impact, possibly showing variations. Impact on approach: Would guide our focus on specific user groups or broader platform issues.

• Considering potential external factors, has there been any significant change in the competitive landscape or market conditions for collaborative work platforms in the last month?

Why it matters: External market forces could influence user behavior across platforms. Expected answer: Information on market trends or competitor actions. Impact on approach: Would help determine if this is an industry-wide trend or Wdesk-specific issue.

• Thinking about system performance, have there been any reported issues with Wdesk's uptime, speed, or reliability in the past month?

Why it matters: Technical issues could directly impact user engagement and satisfaction. Expected answer: Data on system performance metrics and any reported issues. Impact on approach: Would guide our focus on technical improvements if performance issues are identified.