How can we explain the sudden increase in negative feedback for Foresight Mental Health's video consultation feature over the last two weeks?

Introduction

The sudden increase in negative feedback for Foresight Mental Health's video consultation feature over the last two weeks 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 the context, then ruling out external factors before diving deep into the product ecosystem, user journey, and potential internal causes. We'll generate data-driven hypotheses, conduct root cause analysis, and develop a comprehensive plan to resolve the issue and prevent future occurrences.

Step 1

Clarifying Questions (3 minutes)

• Looking at the timing, I'm thinking there might have been a recent product update. Has there been any change to the video consultation feature in the past month?

Why it matters: Recent changes often correlate with sudden shifts in user feedback. Expected answer: Yes, there was a minor UI update two weeks ago. Impact on approach: If confirmed, we'd focus on the UI changes as a primary hypothesis.

• Considering user segments, I'm curious about the distribution of negative feedback. Is the increase in negative feedback consistent across all user groups or concentrated in specific segments?

Why it matters: Identifying affected segments helps narrow down potential causes. Expected answer: The increase is more pronounced among older users. Impact on approach: We'd investigate accessibility issues or changes that might disproportionately affect older users.

• Regarding the feedback itself, I'm wondering about the nature of the complaints. What are the most common themes in the negative feedback?

Why it matters: Understanding the specific issues users are facing guides our root cause analysis. Expected answer: Users are reporting difficulties in connecting to sessions and poor video quality. Impact on approach: We'd focus on technical issues related to connectivity and video streaming.

• Thinking about external factors, have there been any significant changes in internet infrastructure or global events affecting online services in the past two weeks?

Why it matters: External factors can sometimes explain sudden changes in user experience. Expected answer: No major external events or infrastructure changes have been reported. Impact on approach: We'd prioritize internal factors in our investigation.