What's causing the sudden increase in failed payments for recurring subscriptions through Starling Bank's app?

Introduction

The sudden increase in failed payments for recurring subscriptions through Starling Bank's app is a critical issue that demands immediate attention. This problem not only affects the bank's revenue but also impacts customer satisfaction and trust. I'll approach this analysis systematically, focusing on identifying the root cause, validating hypotheses, and developing both short-term and long-term solutions.

Step 1

Clarifying Questions (3 minutes)

• Looking at the timing, I'm thinking there might be a recent change in the app or payment processing system. Has there been any significant update or deployment in the last few weeks?

Why it matters: Recent changes often correlate with sudden performance shifts. Expected answer: Yes, there was a recent update to the payment processing system. Impact on approach: If confirmed, I'd focus on investigating the changes made in that update.

• Considering the specificity of the issue, I'm wondering about the scope. Is this affecting all recurring subscriptions or only specific types or amounts?

Why it matters: Helps narrow down potential causes and affected user segments. Expected answer: It's affecting subscriptions across various amounts and types. Impact on approach: If it's widespread, I'd look at core payment processing components rather than specific subscription types.

• Given the nature of recurring payments, I'm curious about the timing. Are these failures happening at the scheduled payment time, or is there a delay?

Why it matters: Timing can indicate whether it's a processing issue or a scheduling problem. Expected answer: Failures occur at the scheduled payment time. Impact on approach: This would lead me to focus on real-time payment processing rather than scheduling systems.

• Considering user experience, I'm thinking about error messages. What, if any, error messages are users seeing when these payments fail?

Why it matters: Error messages can provide crucial clues about the nature of the failure. Expected answer: Users are seeing a generic "Payment Failed" message. Impact on approach: A generic message might indicate a need to improve error handling and user communication.