What factors are causing the increased latency in Trulioo's EmbedID service for North American customers since the latest update?

Introduction

Increased latency in Trulioo's EmbedID service for North American customers since the latest update 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 form data-driven hypotheses, conduct root cause analysis, and propose a structured plan for validation and resolution.

Step 1

Clarifying Questions (3 minutes)

• Looking at the timing, I'm thinking this might be related to the recent update. Can you provide more details on what changes were implemented in the latest update?

Why it matters: Understanding the scope of changes helps pinpoint potential causes. Expected answer: Details about system upgrades, new features, or backend modifications. Impact on approach: Narrows focus to specific areas affected by the update.

• I'm curious about the extent of the latency increase. What's the average latency now compared to before the update?

Why it matters: Quantifies the severity of the issue and helps prioritize response. Expected answer: Specific metrics showing latency before and after the update. Impact on approach: Determines urgency and scale of necessary interventions.

• Considering user segments, are all North American customers equally affected, or are there variations based on factors like transaction volume or industry?

Why it matters: Helps identify if the issue is systemic or affects specific user groups. Expected answer: Breakdown of latency issues across different customer segments. Impact on approach: Guides targeted investigation and solution development.

• I'm wondering about the timeline of this issue. How soon after the update did customers start reporting increased latency?

Why it matters: Establishes a clear connection between the update and the latency issue. Expected answer: Specific timeframe between update deployment and first reported issues. Impact on approach: Helps determine if the update is the sole cause or if other factors are involved.

• Given the nature of EmbedID, I'm curious if there have been any changes in data sources or third-party integrations that coincide with the update?

Why it matters: Identifies potential external factors contributing to the latency. Expected answer: Information on any recent changes in data providers or API integrations. Impact on approach: Broadens the scope of investigation beyond internal systems if necessary.