How can we explain the sudden increase in customer complaints about TD's mobile check deposit feature in the past month?

Introduction

The sudden increase in customer complaints about TD's mobile check deposit feature in the past 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 fixes and long-term implications for the product and user experience.

I'll approach this problem by first clarifying key details, ruling out external factors, and then diving deep into the product, user journey, and relevant metrics. From there, I'll generate data-driven hypotheses, conduct root cause analysis, and propose validation methods and solutions.

Step 1

Clarifying Questions (3 minutes)

• Looking at the timing, I'm thinking there might be a recent change in the app. Has there been any update to the mobile check deposit feature or the app overall in the past 1-2 months?

Why it matters: Recent changes often correlate with sudden increases in complaints. Expected answer: Yes, there was an update. Impact on approach: If yes, I'll focus on changes in that update. If no, I'll look at other factors.

• Considering user segments, I'm curious about the complaint distribution. Are these complaints coming from a specific user group (e.g., new users, long-time users, or a particular demographic)?

Why it matters: Helps identify if the issue is widespread or localized to a specific user segment. Expected answer: Complaints are spread across user groups. Impact on approach: If localized, I'll focus on that segment. If widespread, I'll consider more systemic issues.

• Thinking about the nature of complaints, I'm wondering about the specific issues users are reporting. What are the top 3 most common complaints related to the mobile check deposit feature?

Why it matters: Understanding the specific issues helps narrow down potential root causes. Expected answer: Issues related to check image quality, processing time, and deposit limits. Impact on approach: I'll prioritize hypotheses based on the most common complaints.

• Considering performance metrics, I'm curious about any changes in key indicators. Have there been any significant shifts in deposit success rates, processing times, or user engagement with the feature in the past month?

Why it matters: Changes in performance metrics can indicate underlying technical or UX issues. Expected answer: Yes, there's been a decrease in deposit success rates. Impact on approach: If yes, I'll focus on technical and UX-related hypotheses. If no, I'll consider user perception and communication issues.