Introduction
UBS Access is the authentication app UBS clients in Switzerland use to log in to UBS e-banking and confirm payments. The prompt: the UBS Access login failure rate jumped from about 2% to 9% in the two weeks after a large client migration wave. We need to find the root cause. Login is the front door to every digital service, so a failure spike means calls to the contact centre, frustrated clients and, in a migration context, a higher risk that new clients from Credit Suisse decide to leave.
Framework overview
I'll clarify the metric, rule out external factors, map the user journey, break down the metric, gather data, form hypotheses, test them and then decide on a resolution plan.
Step 1
Clarifying Questions (3 minutes)
- Hypothetical answer: Any login attempt that does not end in a successful session within five minutes, including timeouts, rejected confirmations and errors.
- Impact: We need to split failures by type.
- Hypothetical answer: Overall it rose from 2% to 9%; we haven't segmented yet.
- Hypothetical answer: A migration weekend moved a large batch of former Credit Suisse clients onto UBS systems; a new UBS Access version was also released.
- Impact: Two strong candidates for correlation.
- Hypothetical answer: Users log in to e-banking on desktop and confirm in UBS Access on their phone; both flows are affected.
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