Why are WhatsApp Calls dropping after 2 minutes for 30% of users?

Introduction

WhatsApp call drops affecting 30% of users after 2 minutes 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.

I'll approach this problem by first clarifying the context, then ruling out external factors before diving deep into the product's user journey, metrics, and potential internal causes. We'll generate data-driven hypotheses, conduct root cause analysis, and propose a structured plan for validation and resolution.

Step 1

Clarifying Questions (3 minutes)

• Looking at the timing, I'm thinking this could be a recent issue. Has this 30% drop rate been consistent, or did it spike suddenly?

Why it matters: Helps determine if it's a new problem or an ongoing issue we've overlooked. Expected answer: It's a recent spike in the last week. Impact on approach: A sudden spike would point towards recent changes or external factors.

• Considering user segments, I'm curious about the distribution. Is this 30% evenly spread across all user types, or concentrated in specific groups?

Why it matters: Identifies if it's a universal problem or affects certain user segments more. Expected answer: It's more prevalent among users in developing countries. Impact on approach: Would focus our investigation on region-specific factors or infrastructure issues.

• Thinking about recent changes, have there been any significant updates to the WhatsApp app or backend systems in the past month?

Why it matters: Could pinpoint if a recent change is the culprit. Expected answer: Yes, there was a backend update to improve call quality. Impact on approach: Would prioritize investigating the impact of this recent update.

• Regarding call types, does this issue affect both voice and video calls equally?

Why it matters: Helps narrow down if it's a general calling issue or specific to one call type. Expected answer: It's primarily affecting voice calls. Impact on approach: Would focus on voice call infrastructure and codecs.