Introduction
The sudden increase in failed transactions for SnapScan's peer-to-peer money transfer service 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 strategic implications.
I'll approach this problem by first clarifying the context, then ruling out external factors before diving deep into the product ecosystem, metric breakdown, and data analysis. From there, I'll form and validate hypotheses, conduct root cause analysis, and propose a comprehensive resolution plan.
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: Pinpoints the timeframe for investigation Expected answer: Within the last week or month Impact on approach: Narrows down potential causes to recent changes
Why it matters: Helps identify if it's a systemic issue or specific to certain users Expected answer: Affects all users, but possibly more pronounced in high-volume users Impact on approach: Focuses investigation on common factors vs. segment-specific issues
Why it matters: Isolates the problem area within the transaction flow Expected answer: Failures occur at the payment processing stage Impact on approach: Directs attention to specific components of the system
Why it matters: Identifies potential triggers for the problem Expected answer: Recent update to payment processing API Impact on approach: Focuses on recent changes and their implications
Why it matters: Ensures the observed increase is real and not due to measurement changes Expected answer: No changes in definition or measurement Impact on approach: Validates the issue as genuine and not a reporting anomaly
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