How can we explain the sudden 40% increase in customer support queries related to Motorway's collection and delivery service in the last two weeks?

Introduction

The sudden 40% increase in customer support queries related to Motorway's collection and delivery service over the past 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 and long-term implications for our product and customer experience.

To tackle this problem, I'll follow a structured approach that covers issue identification, hypothesis generation, validation, and solution development. My goal is to uncover the underlying factors contributing to this spike in support queries and propose actionable steps to resolve the issue and prevent future occurrences.

Step 1

Clarifying Questions (3 minutes)

• Looking at the timing, I'm thinking there might be a recent change in our collection and delivery process. Have we implemented any new features or changes to our service in the last month?

Why it matters: Recent changes could directly impact user experience and lead to increased support queries. Expected answer: Yes, we've introduced a new route optimization algorithm. Impact on approach: If confirmed, we'd focus on the algorithm's performance and user communication about the change.

• Considering the magnitude of the increase, I'm wondering if this affects all user segments equally. Can you provide a breakdown of the support queries by user type (e.g., first-time users vs. repeat customers)?

Why it matters: This helps identify if the issue is widespread or specific to certain user groups. Expected answer: The increase is more pronounced among first-time users. Impact on approach: If true, we'd focus on onboarding and first-time user experience improvements.

• Given the specificity to collection and delivery, I'm curious about any changes in our logistics partnerships. Have we onboarded any new delivery partners or changed our existing relationships recently?

Why it matters: Changes in partnerships could affect service quality and consistency. Expected answer: We've expanded our partner network by 20% in the last month. Impact on approach: If confirmed, we'd investigate partner onboarding and performance monitoring processes.

• Considering potential technical issues, I'm wondering about our system's performance. Have there been any notable changes in app crashes, load times, or other technical metrics coinciding with this increase in support queries?

Why it matters: Technical issues could directly lead to user frustration and increased support needs. Expected answer: We've noticed a 15% increase in app load times during peak hours. Impact on approach: If true, we'd prioritize technical performance optimization in our solution.