Why has Checkr's Basic Background Check product seen a 15% drop in completion rates over the past month?

Introduction

Checkr's Basic Background Check product has experienced a 15% drop in completion rates over the past month, signaling a critical issue that requires immediate attention. This analysis will systematically identify, validate, and address the root cause while 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 be a recent change. Has there been any product update or system modification in the last 1-2 months?

Why it matters: Recent changes often correlate with performance shifts. Expected answer: Yes, there was a UI update or backend change. Impact on approach: If yes, we'd focus on change-related issues; if no, we'd look at external factors or gradual trends.

• Considering user segments, I'm curious about the distribution. Is the 15% drop uniform across all user types, or is it concentrated in specific segments?

Why it matters: Helps identify if the issue is global or segment-specific. Expected answer: The drop is more pronounced in certain user segments. Impact on approach: Segment-specific issues would lead to targeted solutions, while uniform drops suggest systemic problems.

• Regarding the completion rate metric, I'm wondering about its components. Has the definition or measurement of "completion" changed recently?

Why it matters: Ensures we're comparing apples to apples in our analysis. Expected answer: No changes to the metric definition. Impact on approach: If changed, we'd need to reassess the validity of the comparison; if not, we can focus on actual performance issues.

• Thinking about external factors, have there been any significant industry events or regulatory changes in the background check space recently?

Why it matters: External factors can significantly impact product performance. Expected answer: No major industry shifts. Impact on approach: If yes, we'd need to consider adapting our product to new market conditions; if no, we'd focus more on internal factors.