Why has Incode's Omni onboarding solution seen a 20% drop in successful verifications over the past month?

Introduction

Incode's Omni onboarding solution has experienced a significant 20% drop in successful verifications over the past month, raising concerns about the product's performance and user experience. To address this critical issue, I'll employ a systematic approach to identify, validate, and resolve the root cause while considering both immediate and long-term implications for the product and business.

Step 1

Clarifying Questions (3 minutes)

• Considering the timing, I'm wondering if there have been any recent changes to the onboarding flow. Have there been any updates to the UI, backend systems, or verification algorithms in the past 1-2 months?

Why it matters: Recent changes could directly impact verification success rates. Expected answer: Yes, there was a minor UI update and algorithm tweak. Impact on approach: If confirmed, we'd focus on these changes as potential causes.

• Looking at the user base, I'm curious about the distribution of this drop. Is the 20% decrease uniform across all user segments, or are certain groups more affected?

Why it matters: Helps identify if the issue is global or specific to certain users. Expected answer: The drop is more pronounced in mobile users and certain geographic regions. Impact on approach: We'd prioritize investigating mobile-specific issues and regional factors.

• Considering external factors, I'm wondering about any recent regulatory changes. Have there been any new compliance requirements or changes in identity verification standards in key markets?

Why it matters: Regulatory changes could impact verification processes and success rates. Expected answer: No significant regulatory changes in the past month. Impact on approach: If confirmed, we'd focus more on internal factors and user behavior.

• Thinking about system performance, I'm curious about any recent infrastructure changes. Have there been any updates to our servers, databases, or third-party integrations used in the verification process?

Why it matters: Infrastructure changes could affect system performance and verification accuracy. Expected answer: A new database system was implemented three weeks ago. Impact on approach: We'd investigate potential issues related to the new database implementation.