How can we explain the unexpected 20% decrease in search query volume on ThoughtSpot's Liveboard dashboards this week?

Introduction

The unexpected 20% decrease in search query volume on ThoughtSpot's Liveboard dashboards this week presents a critical issue that demands immediate attention. As we delve into this product root cause analysis, we'll employ a systematic approach to identify, validate, and address the underlying factors contributing to this significant drop in user engagement.

Step 1

Clarifying Questions (3 minutes)

• Looking at the timing, I'm thinking this could be related to a recent product update. Have there been any changes to the Liveboard or search functionality in the past week?

Why it matters: Recent changes could directly impact user behavior. Expected answer: Yes, a minor UI update was rolled out. Impact on approach: If confirmed, we'd focus on the UI changes and their potential effects.

• Considering user segments, I'm wondering if this decrease is uniform across all user types. Can we break down the 20% decrease by user segments such as role, industry, or account size?

Why it matters: Identifying affected segments helps narrow down potential causes. Expected answer: The decrease is more pronounced in enterprise accounts. Impact on approach: We'd investigate enterprise-specific features or use cases.

• Given the suddenness of the change, I'm curious about any external factors. Have there been any significant industry events or competitor actions that might influence our users' behavior?

Why it matters: External factors could explain the sudden shift. Expected answer: No major industry events, but a competitor launched a new feature. Impact on approach: We'd analyze the competitor's feature and its potential impact on our users.

• Thinking about system health, I'm concerned about potential technical issues. Have there been any reported errors or performance issues with the search functionality or data pipelines?

Why it matters: Technical problems could directly cause a decrease in search volume. Expected answer: Some intermittent slowdowns were reported in the search function. Impact on approach: We'd prioritize investigating the search function's performance and reliability.