What factors are contributing to the sudden 50% increase in customer support tickets related to Yonder's mobile app crashes?

Introduction

The sudden 50% increase in customer support tickets related to Yonder's mobile app crashes is a critical issue that demands immediate attention. This analysis will systematically identify, validate, and address the root cause while considering both short-term fixes and long-term implications for our product strategy.

Step 1

Clarifying Questions (3 minutes)

• Looking at the timing, I'm thinking this might be related to a recent app update. Has there been a new version release in the last few weeks?

Why it matters: Recent changes often correlate with performance issues. Expected answer: Yes, a new version was released two weeks ago. Impact on approach: If confirmed, we'll focus on changes in the latest release.

• Considering user segments, I'm wondering if this is affecting all users equally. Are we seeing a higher concentration of reports from specific device types or operating system versions?

Why it matters: Helps narrow down potential hardware or software compatibility issues. Expected answer: Reports are primarily from Android devices running version 11 and above. Impact on approach: We'll prioritize investigating Android-specific issues if confirmed.

• Given the scale of the increase, I'm curious about the nature of these crashes. Are users reporting any specific actions or features that consistently lead to crashes?

Why it matters: Identifies potential problematic areas within the app. Expected answer: Many reports mention crashes during video playback. Impact on approach: We'll focus on the video playback feature and related components.

• Thinking about our infrastructure, has there been any recent changes to our backend systems or APIs that the app interacts with?

Why it matters: Backend changes can sometimes cause unexpected client-side issues. Expected answer: A new CDN was implemented for video content delivery last month. Impact on approach: We'll investigate the interaction between the app and the new CDN.