Why has BetMGM's sports betting app experienced a 20% increase in crash reports during peak usage hours in the past two weeks?

Introduction

The recent 20% increase in crash reports for BetMGM's sports betting app during peak usage hours 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 strategic implications.

Step 1

Clarifying Questions (3 minutes)

• Looking at the timing, I'm thinking this could be related to a recent app update. Has there been any significant update or change to the app in the last two weeks?

Why it matters: Recent changes often correlate with performance issues. Expected answer: Yes, there was an update. Impact on approach: If yes, we'd focus on the changes made in that update.

• Considering the specificity of "peak usage hours," I'm wondering about load management. Can you provide more details on what constitutes peak hours and if there's been any change in user behavior or traffic patterns?

Why it matters: Understanding peak usage helps identify potential capacity issues. Expected answer: Peak hours are typically evenings and weekends, with no significant change in patterns. Impact on approach: If patterns have changed, we'd investigate what's driving the shift.

• Given the nature of sports betting, I'm curious about any major sporting events in the past two weeks. Have there been any high-profile games or tournaments that could have driven unusual traffic?

Why it matters: Sporting events can cause traffic spikes and expose system vulnerabilities. Expected answer: There was a major championship series. Impact on approach: If yes, we'd examine how the system handled the increased load.

• Considering the specificity of the 20% increase, I'm wondering about our monitoring systems. Has there been any change in how we measure or define crash reports recently?

Why it matters: Ensures we're comparing apples to apples in our metrics. Expected answer: No changes to measurement systems. Impact on approach: If there were changes, we'd need to re-evaluate our baseline metrics.