Introduction
Incorrect wait times in our waitlist feature are causing customer dissatisfaction, as evidenced by recent tweets. This issue directly impacts user experience and trust in our product. I'll systematically investigate the root cause, considering both technical and user-centric factors, to develop a comprehensive solution.
This analysis follows a structured approach covering issue identification, hypothesis generation, validation, and solution development.
Step 1
Clarifying Questions (3 minutes)
Why it matters: Helps identify potential triggers or changes that led to the problem. Expected answer: Within the last week or two. Impact on approach: Recent changes would be prioritized in the investigation.
Why it matters: Helps narrow down potential causes and affected user groups. Expected answer: It's affecting users in certain high-traffic areas more than others. Impact on approach: Would focus on location-specific factors and scalability issues.
Why it matters: Identifies potential technical causes for the inaccuracies. Expected answer: A minor update was pushed to the waitlist calculation system last week. Impact on approach: Would prioritize investigating the recent update and its impact.
Why it matters: Ensures we're working with accurate input data. Expected answer: No known issues with data feeds, but we haven't audited them recently. Impact on approach: Would include a data feed audit in the investigation process.
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