What caused the sudden 50% increase in buffering issues during prime-time viewing hours on Hotstar?

Introduction

The sudden 50% increase in buffering issues during prime-time viewing hours on Hotstar presents a critical challenge 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 might be a capacity issue. Can you confirm if this increase in buffering is consistent across all prime-time hours or if it peaks at specific times?

Why it matters: Understanding the pattern helps pinpoint whether it's a general capacity problem or tied to specific events or content. Expected answer: Consistent across prime-time hours. Impact on approach: If consistent, we'd focus on overall capacity; if specific, we'd investigate particular shows or events.

• Given the scale of the issue, I'm wondering about recent changes. Have there been any significant updates to the platform or content offerings in the past week?

Why it matters: Recent changes often correlate with sudden performance shifts. Expected answer: A new popular series was launched. Impact on approach: If yes, we'd scrutinize the impact of new content or features; if no, we'd look more at external factors or gradual changes.

• Considering user segments, I'm curious if this is affecting all users equally. Do we see any patterns in terms of device types, geographical regions, or subscription tiers experiencing more buffering?

Why it matters: Segmentation can reveal if the issue is universal or specific to certain user groups. Expected answer: More prevalent on mobile devices in urban areas. Impact on approach: This would guide our focus on specific infrastructure or app optimizations.

• Thinking about our measurement systems, has there been any change in how we define or measure buffering events recently?

Why it matters: Ensures we're not dealing with a measurement anomaly rather than an actual performance issue. Expected answer: No recent changes to measurement systems. Impact on approach: If changed, we'd need to validate the new measurement system; if not, we can focus on actual performance issues.