Why has MX's account aggregation service seen a 15% drop in successful connections over the past month?

Introduction

MX's account aggregation service has experienced a 15% drop in successful connections over the past month, indicating a significant issue that requires 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 implications for the product.

Step 1

Clarifying Questions (3 minutes)

• Looking at the timing, I'm thinking there might be a recent change in the system. Has there been any significant update or deployment in the last month?

Why it matters: Recent changes often correlate with performance issues. Expected answer: Yes, there was a major update. Impact on approach: If yes, we'd focus on the changes made; if no, we'd look at external factors.

• Considering the metric specificity, I'm curious about the definition of "successful connections." Has there been any change in how this metric is measured or reported?

Why it matters: Ensures we're addressing the right problem and not a measurement issue. Expected answer: No changes in measurement. Impact on approach: If changed, we'd need to investigate the measurement system first.

• Given the scale of the drop, I'm wondering about user segments. Is this decline uniform across all user types, or are certain segments more affected?

Why it matters: Helps narrow down potential causes and prioritize solutions. Expected answer: The decline is more pronounced in certain user segments. Impact on approach: If segmented, we'd focus on the most affected groups; if uniform, we'd look at system-wide issues.

• Considering potential external factors, have there been any significant changes in the financial institutions MX connects to?

Why it matters: External changes could explain the connection issues. Expected answer: Some banks have updated their APIs. Impact on approach: If yes, we'd need to investigate compatibility issues; if no, we'd focus more on internal factors.