How can we explain the unexpected 20% increase in customer support tickets related to Stori's mobile app functionality in the last two weeks?

Introduction

The unexpected 20% increase in customer support tickets related to Stori's mobile app functionality in the last 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 fixes and long-term implications for our product strategy.

Step 1

Clarifying Questions (3 minutes)

• Given the sudden spike, I'm wondering about recent app updates. Have we rolled out any new features or changes in the past month?

Why it matters: Recent changes often correlate with support ticket increases. Expected answer: Yes, a minor update was released three weeks ago. Impact on approach: If confirmed, we'd focus on changes in that update.

• Considering user segments, are we seeing this increase across all user types or is it concentrated in a specific group?

Why it matters: Helps narrow down potential causes and affected users. Expected answer: The increase is primarily among newer users. Impact on approach: We'd investigate onboarding processes and new user experiences.

• Thinking about external factors, have there been any significant changes in the financial market that might affect our users' behavior?

Why it matters: External events can drive unusual app usage patterns. Expected answer: No major market changes in the past month. Impact on approach: We'd focus more on internal factors if confirmed.

• Regarding the nature of the tickets, are they clustered around specific functionalities or spread across various features?

Why it matters: Helps identify if the issue is localized or systemic. Expected answer: Tickets are mainly about transaction history and balance discrepancies. Impact on approach: We'd prioritize investigating those specific features.

• Considering our support process, has there been any change in how we categorize or handle tickets recently?

Why it matters: Ensures the increase isn't due to changes in measurement or categorization. Expected answer: No recent changes to the support ticket system. Impact on approach: Confirms the increase is real and not a measurement artifact.