What's causing the sudden 30% increase in app crashes for Pineapple Pay on Android devices?

Introduction

The sudden 30% increase in app crashes for Pineapple Pay on Android devices is a critical issue that demands immediate attention. This analysis will systematically identify, validate, and address the root cause while considering both short-term fixes and long-term implications for the product.

I'll approach this problem by first clarifying key details, ruling out external factors, and then diving deep into the product's user journey and metrics. From there, I'll generate data-driven hypotheses, conduct root cause analysis, and propose a comprehensive plan for validation and resolution.

Step 1

Clarifying Questions (3 minutes)

• Looking at the timing, I'm thinking this might be related to a recent update. When was the last app update pushed to Android devices?

Why it matters: Recent updates often introduce bugs or compatibility issues. Expected answer: Within the last week or two. Impact on approach: If recent, we'll focus on changes in that update.

• Considering user segments, I'm curious about the distribution. Is this 30% increase uniform across all Android versions, or is it concentrated in specific OS versions?

Why it matters: Helps narrow down if it's a compatibility issue with certain Android versions. Expected answer: Concentrated in newer Android versions. Impact on approach: We'd focus on compatibility with recent Android updates.

• Thinking about user behavior, have we seen any changes in user engagement patterns recently? For example, are users performing more complex transactions?

Why it matters: Changes in usage patterns could stress certain app components. Expected answer: No significant changes in user behavior. Impact on approach: If unchanged, we'd focus more on technical issues rather than user-driven problems.

• Considering system changes, has there been any recent backend infrastructure updates or changes to our payment processing systems?

Why it matters: Backend changes could impact app stability. Expected answer: Some routine updates, but nothing major. Impact on approach: We'd investigate if these routine updates could have unintended consequences.