You are the product manager of ratings in an ecommerce website say amazon / flipkart. On one day, the total number of ratings dropped to 8000 from a general average of 10000 / day. Identify the root cause.

Introduction

The sudden drop in daily ratings from 10,000 to 8,000 on an e-commerce platform like Amazon or Flipkart is a significant issue that requires immediate attention. This 20% decrease could have far-reaching implications for product visibility, customer trust, and overall platform performance. I'll approach this problem systematically, focusing on identifying 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 could be a recent change. When exactly did we notice this drop in ratings?

Why it matters: Pinpointing the exact timeframe helps narrow down potential causes. Expected answer: The drop was noticed yesterday. Impact on approach: A sudden drop suggests an acute issue rather than a gradual trend.

• Considering user segments, I'm wondering if this affects all product categories equally. Have we seen any patterns in specific product types or price ranges?

Why it matters: This helps identify if the issue is global or category-specific. Expected answer: The drop is consistent across categories. Impact on approach: A uniform drop would suggest a system-wide issue rather than a category-specific problem.

• Given the nature of e-commerce, I'm curious about any recent UI/UX changes. Have we rolled out any updates to the rating submission process in the last week?

Why it matters: Recent changes could directly impact user behavior. Expected answer: No recent changes to the rating process. Impact on approach: If true, we'd focus more on backend issues or external factors.

• Thinking about data integrity, I'm concerned about potential measurement errors. Can we confirm that our rating collection and aggregation systems are functioning correctly?

Why it matters: Ensures we're not chasing a non-existent problem. Expected answer: Systems appear to be functioning normally. Impact on approach: If confirmed, we'd shift focus to user behavior or external factors.

• Considering the competitive landscape, I'm wondering about any major events or promotions. Have there been any significant competitor activities or market events that could influence user engagement?

Why it matters: External factors could explain sudden changes in user behavior. Expected answer: No notable competitor activities or market events. Impact on approach: If true, we'd focus more on internal factors and user experience issues.