How can we explain the unexpected 25% increase in customer support inquiries related to Credible's mortgage marketplace in the last two weeks?

Introduction

The unexpected 25% increase in customer support inquiries related to Credible's mortgage marketplace over the past two weeks signals a significant shift in user experience. To address this issue, I'll employ a systematic approach to identify, validate, and resolve the root cause while considering both immediate and long-term implications for our product and users.

Step 1

Clarifying Questions (3 minutes)

• Given the sudden spike, I'm wondering about recent changes. Have there been any updates to the mortgage marketplace in the last month?

Why it matters: Recent changes often correlate with support inquiries. Expected answer: Yes, a new feature was launched. Impact on approach: If true, we'd focus on the new feature's implementation and user education.

• Considering user segments, are these inquiries coming from a specific demographic or loan type?

Why it matters: Helps identify if the issue is localized or widespread. Expected answer: Primarily from first-time homebuyers seeking fixed-rate mortgages. Impact on approach: We'd tailor our investigation to this user segment and loan type.

• Thinking about external factors, has there been any significant change in interest rates or lending policies recently?

Why it matters: External market changes can drive increased user confusion. Expected answer: Yes, the Federal Reserve announced a rate hike last week. Impact on approach: We'd examine how we communicate market changes to users.

• Reflecting on support capacity, has there been any change in our customer support team or processes?

Why it matters: Internal changes could affect how inquiries are logged or handled. Expected answer: No significant changes to the support team or processes. Impact on approach: We'd focus more on product-related issues rather than support team capacity.