How can we explain the sudden 20% decline in app engagement for Resideo's Total Connect 2.0 platform among existing users in the past two weeks?

Introduction

The sudden 20% decline in app engagement for Resideo's Total Connect 2.0 platform among existing users in the past two weeks is a critical issue that demands immediate attention. To address this problem, I'll employ a systematic approach to identify, validate, and resolve the root cause while considering both short-term and long-term implications.

Step 1

Clarifying Questions (3 minutes)

• Looking at the timing, I'm thinking there might have been a recent update. Has there been any software release or feature change in the last 2-3 weeks?

Why it matters: Recent changes often correlate with engagement shifts. Expected answer: Yes, a minor update was pushed. Impact on approach: If true, I'd focus on the update's contents and rollout process.

• Considering user segments, I'm curious about the distribution. Is this decline uniform across all user types, or are certain segments more affected?

Why it matters: Helps pinpoint if it's a global issue or specific to certain users. Expected answer: The decline is more pronounced in residential users. Impact on approach: I'd investigate factors unique to the most affected segment.

• Regarding engagement metrics, I'm wondering about the specifics. Which particular actions within the app have seen the most significant drop?

Why it matters: Different actions could point to different root causes. Expected answer: Home monitoring and alert features are most affected. Impact on approach: I'd focus on these specific features and their recent changes.

• Thinking about external factors, has there been any significant change in the competitive landscape or marketing efforts in the past month?

Why it matters: External factors could explain engagement changes. Expected answer: No major competitor moves or marketing shifts. Impact on approach: If true, I'd focus more on internal factors and product issues.