For ApplyBoard's document review service, should we focus on increasing processing speed or maintaining a high level of accuracy in credential evaluation?

Introduction

The trade-off between increasing processing speed and maintaining high accuracy in ApplyBoard's document review service presents a critical challenge. This decision impacts the core value proposition of efficient and reliable credential evaluation for international students. I'll analyze this trade-off by examining key metrics, stakeholder impacts, and potential experiments to inform our strategy.

Step 1

Clarifying Questions (3 minutes)

• Based on the competitive landscape, I'm thinking speed might be a key differentiator. Could you share how our processing times compare to our main competitors?

Why it matters: Helps understand our market position and potential for improvement Expected answer: We're slightly slower than top competitors Impact on approach: Would prioritize speed improvements if we're lagging behind

• Considering our business model, I assume accuracy directly impacts our reputation and repeat business. What percentage of our revenue comes from partner institutions versus individual applicants?

Why it matters: Helps balance speed vs. accuracy based on customer segments Expected answer: 70% from partner institutions, 30% from individuals Impact on approach: Would lean towards accuracy if institutional partnerships dominate

• Looking at user behavior, I'm curious about the dropout rates during the application process. Do we see a significant number of applicants abandoning their applications due to processing delays?

Why it matters: Quantifies the impact of speed on user experience and conversion Expected answer: 15-20% dropout rate, with time cited as a factor Impact on approach: Would strengthen the case for speed improvements

• From a technical perspective, I'm wondering about our current accuracy rates and error sources. What's our current accuracy percentage, and are errors primarily human or system-based?

Why it matters: Identifies the root cause of accuracy issues and potential solutions Expected answer: 95% accuracy, with a mix of human and system errors Impact on approach: Would inform whether to focus on human training or system improvements

• Regarding resources, I'm curious about our current team structure. How is our document review team organized, and do we have separate teams for speed and accuracy optimization?

Why it matters: Helps understand our capacity for implementing changes Expected answer: One integrated team handling both aspects Impact on approach: Might suggest reorganizing teams or processes for better focus