Why are Netflix data saving preferences not applying for 35% of users?

Introduction

Netflix's data saving preferences not applying for 35% of users is a critical issue that directly impacts user experience and potentially affects customer retention. I'll approach this problem systematically, focusing on identifying the root cause, validating hypotheses, and developing both short-term fixes and long-term solutions.

Step 1

Clarifying Questions (3 minutes)

• Looking at the user base, I'm thinking this might be device-specific. Are we seeing this issue more prevalent on certain types of devices or operating systems?

Why it matters: It could point to compatibility issues or bugs in specific app versions. Expected answer: The issue is more common on Android devices. Impact on approach: We'd focus on Android-specific investigations and solutions.

• Considering recent updates, I'm wondering if this coincides with any recent feature releases or backend changes. Have there been any significant updates to the data saving feature or related systems in the past month?

Why it matters: Recent changes often correlate with new issues. Expected answer: A backend update was rolled out two weeks ago. Impact on approach: We'd scrutinize the recent update and consider a rollback if necessary.

• Thinking about user behavior, I'm curious if this is affecting new users more than existing ones. Do we see a difference in the application of data saving preferences between new and long-term users?

Why it matters: It could indicate an onboarding or user education problem. Expected answer: The issue affects both new and existing users equally. Impact on approach: We'd look into system-wide issues rather than focusing on onboarding processes.

• Considering the nature of the problem, I'm wondering about the specifics of "not applying." Are users reporting that their chosen preferences are being ignored, or are they unable to set preferences at all?

Why it matters: It helps distinguish between a UI problem and a backend issue. Expected answer: Users can set preferences, but they're not being applied during streaming. Impact on approach: We'd focus on the connection between the preference setting and the actual streaming process.