How can we explain the sudden spike in customer support calls related to Liberty IT's mobile app login issues in the past week?

Introduction

The sudden spike in customer support calls related to Liberty IT's mobile app login issues in the past week is a critical problem that requires immediate attention and a systematic approach to resolution. This analysis will follow a structured framework to identify, validate, and address the root cause while considering both immediate and long-term implications for the product and user experience.

Our approach will involve clarifying the issue, ruling out external factors, understanding the product and user journey, breaking down relevant metrics, gathering and prioritizing data, forming hypotheses, conducting root cause analysis, and developing a comprehensive resolution plan.

Step 1

Clarifying Questions (3 minutes)

• Looking at the timing, I'm thinking there might have been a recent app update. Has there been any deployment or changes to the app in the past week?

Why it matters: Recent changes often correlate with sudden spikes in issues. Expected answer: Yes, there was an update. Impact on approach: If yes, we'd focus on changes in that update; if no, we'd look at server-side or external factors.

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

Why it matters: Helps narrow down potential causes and affected user base. Expected answer: It's affecting a specific segment, like iOS users. Impact on approach: If segmented, we'd investigate that specific user group; if widespread, we'd look at more systemic issues.

• Given the nature of login issues, I'm wondering about any recent security enhancements. Have there been any changes to authentication protocols or password policies recently?

Why it matters: Security changes can often impact login processes. Expected answer: A new two-factor authentication system was implemented. Impact on approach: If yes, we'd focus on the new security feature; if no, we'd look at other potential causes.

• Considering potential data discrepancies, I'm curious about our monitoring systems. Has there been any change in how we track or categorize customer support calls?

Why it matters: Ensures we're not dealing with a measurement issue rather than an actual problem. Expected answer: No changes to tracking systems. Impact on approach: If changed, we'd need to validate our data first; if not, we can proceed with analyzing the actual issue.