Why has the average time to approve an expense report in Pleo doubled in the last quarter?

Introduction

The doubling of average time to approve expense reports in Pleo over the last quarter is a critical issue that demands immediate attention. This significant increase in processing time not only affects user satisfaction but also impacts the overall efficiency of the expense management process. As we delve into this problem, we'll employ a systematic approach to identify, validate, and address the root cause, considering both short-term fixes and long-term strategic implications.

Step 1

Clarifying Questions (3 minutes)

• Looking at the timing, I'm thinking there might have been a recent product update. Has there been any significant change to the expense approval workflow in the last quarter?

Why it matters: Product changes often have unintended consequences on user behavior and system performance. Expected answer: Yes, there was a major update to the approval process. Impact on approach: If confirmed, we'd focus on the new features and their impact on the approval process.

• Considering user segments, I'm curious about the distribution of this increase. Is the doubling of approval time consistent across all user types, or is it more pronounced in specific segments?

Why it matters: Identifying affected segments can help pinpoint specific issues or user behaviors. Expected answer: The increase is more significant for enterprise clients. Impact on approach: We'd investigate enterprise-specific features or workflows that might be causing delays.

• Thinking about system performance, I'm wondering if there have been any backend changes. Have there been any modifications to the infrastructure or data processing systems in the last quarter?

Why it matters: Backend changes can significantly impact processing times without being immediately visible to users. Expected answer: Some database optimizations were implemented. Impact on approach: We'd examine the impact of these optimizations on approval times and data flow.

• Considering external factors, I'm curious about any changes in regulatory requirements. Have there been any new compliance rules or regulations that Pleo has had to adapt to recently?

Why it matters: New regulations often require additional checks or approvals, which could increase processing time. Expected answer: No significant regulatory changes. Impact on approach: We'd focus more on internal factors rather than external compliance issues.