Why has Fresha's mobile app experienced a significant increase in crash rates during appointment scheduling in the last two weeks?

Introduction

Fresha's mobile app has experienced a significant increase in crash rates during appointment scheduling over the past two weeks. This issue directly impacts user experience and could lead to decreased engagement and potential revenue loss. I'll approach this problem systematically, focusing on identifying the root cause, validating hypotheses, and developing both short-term fixes and long-term solutions.

Step 1

Clarifying Questions (3 minutes)

• Looking at the timing, I'm thinking there might have been a recent app update. Has there been any new release or feature deployment in the last 2-3 weeks?

Why it matters: Recent changes often correlate with performance issues. Expected answer: Yes, there was an update. Impact on approach: If yes, we'd focus on changes in that update.

• Considering user segments, I'm curious about the distribution of crashes. Are we seeing this increase across all user segments or is it concentrated in specific groups?

Why it matters: Helps narrow down potential causes related to user behavior or device types. Expected answer: It's affecting a specific segment more. Impact on approach: We'd investigate what's unique about the affected segment.

• Given the specificity to appointment scheduling, I'm wondering about any changes in the booking flow. Have there been any modifications to the appointment scheduling process recently?

Why it matters: Changes in core functionality can often lead to unexpected issues. Expected answer: No recent changes to the booking flow. Impact on approach: We'd look at underlying systems or external factors if no changes were made.

• Thinking about system load, has there been a significant increase in user activity or appointment bookings in the last two weeks?

Why it matters: Increased load could strain the system, leading to crashes. Expected answer: User activity has remained stable. Impact on approach: If stable, we'd focus more on code or infrastructure issues rather than scaling problems.