Why are Netflix Watch Together invites not delivering for 35% of users?

Introduction

The Netflix Watch Together feature is experiencing a significant issue with invite delivery, affecting 35% of users. This problem could severely impact user engagement and satisfaction, potentially leading to churn if not addressed promptly. I'll approach this analysis 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 scope, I'm thinking this might be a recent issue. Has this 35% failure rate been consistent, or did it spike suddenly?

Why it matters: Helps determine if it's a new problem or an ongoing issue. Expected answer: It's a recent spike. Impact on approach: A sudden spike would suggest a recent change or external factor.

• Considering user segments, I'm wondering if this affects all user types equally. Are we seeing any patterns in terms of device types, regions, or user demographics?

Why it matters: Identifies if the issue is universal or specific to certain user groups. Expected answer: It's more prevalent on mobile devices and in certain regions. Impact on approach: Would focus on mobile-specific or region-specific factors.

• Thinking about the invite process, I'm curious about the failure point. At what stage of the invite process are we seeing the 65% success rate?

Why it matters: Pinpoints where in the user journey the problem occurs. Expected answer: The invites are sent but not received by the invitees. Impact on approach: Would focus on delivery systems rather than UI issues.

• Considering recent changes, have there been any updates to the Watch Together feature or related systems in the past week?

Why it matters: Identifies potential triggers for the issue. Expected answer: A backend update was rolled out recently. Impact on approach: Would investigate the impact of the recent update.