What's causing the sudden 30% drop in user engagement with Chegg's flashcard feature over the past week?

Introduction

The sudden 30% drop in user engagement with Chegg's flashcard feature over the past week is a critical issue that demands immediate attention. To address this problem, I'll employ a systematic approach to identify, validate, and resolve 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 product update. Has there been any change to the flashcard feature or related systems in the past two weeks?

Why it matters: Recent changes often correlate with sudden metric shifts. Expected answer: Yes, a minor UI update was rolled out. Impact on approach: If confirmed, I'd focus on the update's specifics and user feedback.

• Considering user segments, I'm curious about the distribution of this engagement drop. Is the 30% decrease uniform across all user groups, or are certain segments more affected?

Why it matters: Helps identify if the issue is universal or specific to certain users. Expected answer: The drop is more pronounced among mobile users. Impact on approach: I'd prioritize investigating mobile-specific factors if this is the case.

• Given the flashcard feature's importance, I'm wondering about the overall impact. Has this engagement drop affected other Chegg features or overall platform usage?

Why it matters: Determines if this is an isolated issue or part of a broader problem. Expected answer: Other features seem unaffected. Impact on approach: If isolated, I'd focus solely on the flashcard feature; if not, I'd broaden the investigation.

• Thinking about external factors, I'm considering academic calendars. Are we in a period that typically sees changes in student behavior, like exam seasons or holidays?

Why it matters: Seasonal trends can significantly impact educational product usage. Expected answer: It's mid-semester for most universities. Impact on approach: If it's a typical study period, I'd look more closely at internal factors.