Why has Ovo (Multi-Utilities)'s mobile app experienced a sudden 40% increase in crash rates this week?

Introduction

The sudden 40% increase in crash rates for Ovo's mobile app this week is a critical issue that demands immediate attention. As we delve into this product root cause analysis, we'll systematically investigate potential factors contributing to this performance decline. Our approach will involve clarifying the context, examining both internal and external factors, and developing data-driven hypotheses to identify the root cause.

Step 1

Clarifying Questions (3 minutes)

• Looking at the timing, I'm thinking there might have been a recent app update. Has there been any new release or feature deployment in the past week?

Why it matters: Recent changes often correlate with performance issues. Expected answer: Yes, a new version was released. Impact on approach: If confirmed, we'd focus on changes in the latest release.

• Considering user segments, I'm curious about the distribution of crashes. Are we seeing this increase across all user segments or is it concentrated in specific groups?

Why it matters: Helps narrow down potential causes and affected areas. Expected answer: The issue is more prevalent in certain user segments. Impact on approach: We'd prioritize investigating those specific segments.

• Given the magnitude of the increase, I'm wondering about any changes in our monitoring systems. Has there been any modification to how we track or define crash rates recently?

Why it matters: Ensures we're dealing with a real issue, not a measurement anomaly. Expected answer: No changes to monitoring systems. Impact on approach: If confirmed, we'd focus on actual app performance issues.

• Considering external factors, have there been any significant OS updates or changes in popular device models used by our customers?

Why it matters: External tech changes can impact app performance. Expected answer: Some users have updated to a new OS version. Impact on approach: We'd investigate compatibility issues with the new OS.