Introduction
The sudden increase in failed transactions on the Kuda Bank debit card is a critical issue that demands immediate attention. This problem directly impacts user experience, trust, and the bank's bottom line. I'll approach this analysis systematically, focusing on identifying the root cause, validating hypotheses, and developing both short-term fixes and long-term solutions.
Framework overview
This analysis follows a structured approach covering issue identification, hypothesis generation, validation, and solution development.
Step 1
Clarifying Questions (3 minutes)
Why it matters: Helps pinpoint potential triggers and narrows the investigation timeframe. Expected answer: Within the last week or two. Impact on approach: Recent changes would be prioritized in the investigation.
Why it matters: Identifies if the issue is systemic or limited to specific user groups. Expected answer: Possibly higher failure rates for international transactions or specific merchant categories. Impact on approach: Would focus on affected segments and relevant system components.
Why it matters: Quantifies the severity of the issue and helps prioritize resources. Expected answer: A significant increase, perhaps 20-30% above normal. Impact on approach: Higher percentages would indicate a more urgent, systemic problem.
Why it matters: Identifies potential internal triggers for the issue. Expected answer: A recent update to the fraud detection system or a new payment processor integration. Impact on approach: Would focus investigation on recent changes and their impacts.
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