How can we explain the recent spike in customer support tickets related to Flow (Real Estate Services)'s virtual home tour feature?

Introduction

The recent spike in customer support tickets related to Flow's virtual home tour feature is a critical issue that demands immediate attention. As we delve into this product execution 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 product update. Has there been any significant change to the virtual home tour feature in the past month?

Why it matters: Recent changes often correlate with support ticket spikes. Expected answer: Yes, we rolled out a new 360-degree view feature two weeks ago. Impact on approach: If confirmed, we'd focus on the new feature's implementation and user experience.

• Considering user segments, I'm curious about the distribution of these tickets. Are we seeing this spike across all user types, or is it concentrated in a specific segment?

Why it matters: Helps narrow down if it's a universal issue or specific to certain users. Expected answer: The spike is primarily from first-time users of the feature. Impact on approach: We'd investigate onboarding processes and first-time user experience.

• Thinking about performance metrics, I'm wondering about the nature of these support tickets. What are the top 3 issues being reported?

Why it matters: Identifies specific problem areas within the feature. Expected answer: Loading times, image quality, and navigation difficulties. Impact on approach: We'd prioritize technical performance and UX improvements in these areas.

• Considering potential system issues, has there been any change in our infrastructure or third-party services that support the virtual tour feature?

Why it matters: Rules out backend or service provider issues. Expected answer: No significant changes, but we switched CDN providers last month. Impact on approach: We'd investigate the impact of the CDN change on feature performance.