How can we explain the sudden 30% decrease in active daily users for Infor's Coleman AI assistant across our enterprise resource planning products last month?

Introduction

The sudden 30% decrease in active daily users for Infor's Coleman AI assistant across our enterprise resource planning products last month is a critical issue that demands immediate attention. This analysis will systematically identify, validate, and address the root cause while considering both short-term and long-term implications for our product ecosystem.

I'll approach this problem by first clarifying key details, ruling out external factors, and then diving deep into our product, metrics, and user journey. 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 there might have been a recent product update. Has there been any significant change to Coleman AI or related ERP products in the past 1-2 months?

Why it matters: Recent changes often correlate with sudden metric shifts. Expected answer: Yes, there was an update to the natural language processing engine. Impact on approach: If confirmed, I'd focus on technical issues related to the update.

• Considering user segments, I'm curious about the distribution of this decrease. Is the 30% drop uniform across all user types, or is it more pronounced in certain segments?

Why it matters: Helps identify if the issue is global or specific to certain user groups. Expected answer: The decrease is more significant among power users. Impact on approach: I'd investigate features commonly used by power users and their specific workflows.

• Given the nature of enterprise software, I'm wondering about any changes in our customer base. Have we onboarded or lost any major clients in the last month?

Why it matters: Large client changes can significantly impact usage metrics. Expected answer: No significant changes in the customer base. Impact on approach: This would rule out client churn as a primary factor and focus our attention internally.

• Considering potential data anomalies, has there been any change in how we measure or define active daily users for Coleman AI?

Why it matters: Ensures we're comparing apples to apples in our metric analysis. Expected answer: No changes in measurement or definition. Impact on approach: Confirms the validity of our metrics and directs focus to actual usage patterns.