Why has Revel's online ordering system seen a 30% drop in completed transactions over the past week?

Introduction

The recent 30% drop in completed transactions on Revel's online ordering system is a critical issue that demands immediate attention. As we delve into this problem, we'll employ a systematic approach to identify, validate, and address the root cause while considering both short-term fixes and long-term strategic implications.

Step 1

Clarifying Questions (3 minutes)

• Looking at the timing, I'm thinking there might be a recent system change. Has there been any significant update to the online ordering system in the past week or two?

Why it matters: Recent changes often correlate with performance issues. Expected answer: Yes, a new update was rolled out. Impact on approach: If confirmed, we'd focus on the update's components and rollback options.

• Considering user segments, I'm wondering if this drop is uniform across all user types. Are we seeing any differences in the drop-off rate between new and returning customers?

Why it matters: Different impacts on user segments could indicate specific user experience issues. Expected answer: The drop is more pronounced among new users. Impact on approach: We'd prioritize onboarding and first-time user experience improvements.

• Given the severity of the drop, I'm curious about any corresponding increase in customer support tickets. Have we seen a spike in support requests related to the ordering process?

Why it matters: Customer feedback can provide qualitative insights into the quantitative data. Expected answer: Yes, there's been an increase in support tickets. Impact on approach: We'd analyze ticket themes to identify specific pain points.

• Thinking about external factors, I'm considering potential payment processing issues. Have we confirmed that all payment gateways are functioning correctly?

Why it matters: Payment problems directly impact transaction completion rates. Expected answer: No issues reported with payment gateways. Impact on approach: If confirmed, we'd shift focus to other parts of the transaction funnel.