What's causing the sudden increase in customer support tickets related to Klarna's app login process?

Introduction

The sudden increase in customer support tickets related to Klarna's app login process is a critical issue that demands immediate attention. This problem not only affects user experience but could also impact Klarna's reputation and customer retention. I'll approach this analysis systematically, focusing on identifying the root cause, validating hypotheses, and developing both short-term and long-term solutions.

Step 1

Clarifying Questions (3 minutes)

• Looking at the timing, I'm thinking there might be a recent app update. Has there been any significant changes to the app or login process recently?

Why it matters: Recent changes often correlate with sudden increases in support tickets. Expected answer: Yes, there was an update last week. Impact on approach: If confirmed, we'd focus on changes in that update.

• Considering user segments, I'm wondering if this issue is affecting all users equally. Are we seeing a higher concentration of tickets from specific user groups or device types?

Why it matters: Helps narrow down potential technical or UX issues. Expected answer: iOS users seem to be more affected. Impact on approach: We'd prioritize investigating iOS-specific issues.

• Given the nature of login issues, I'm curious about any recent security enhancements. Have we implemented any new authentication measures recently?

Why it matters: Security changes can often lead to unintended login difficulties. Expected answer: A new two-factor authentication system was rolled out. Impact on approach: We'd examine the implementation and user flow of the new system.

• Thinking about external factors, I'm considering potential API integrations. Have there been any changes in how we interact with external authentication services?

Why it matters: Third-party dependencies can cause unexpected issues. Expected answer: No recent changes to external integrations. Impact on approach: We'd focus more on internal systems and processes.