Why has the average weekly spend on Greenlight's Cash Back card declined by $20 per user since the latest app update?

Introduction

The recent decline in average weekly spend on Greenlight's Cash Back card by $20 per user since the latest app update is a concerning trend that requires immediate attention. To address this issue, I'll employ a systematic approach to identify, validate, and resolve 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 the app update might be directly related. Can you confirm when exactly the update was released and if the decline started immediately after?

Why it matters: Establishes a clear timeline for the issue. Expected answer: The update was released on [specific date] and the decline began within [X] days. Impact on approach: A clear correlation would focus our investigation on the update itself.

• Considering user segments, I'm curious if this decline is uniform across all users or if certain groups are more affected. Do we have data on how the decline varies across different user demographics or spending habits?

Why it matters: Helps identify if the issue is universal or specific to certain user groups. Expected answer: The decline is more pronounced among [specific user segment]. Impact on approach: Would guide us to investigate features or changes that might disproportionately affect certain users.

• Thinking about the Cash Back feature, has there been any change in the cash back rates or categories offered in this update?

Why it matters: Direct changes to the core value proposition could explain the spending decline. Expected answer: Yes/No, with details on any changes made. Impact on approach: If yes, we'd focus on user perception and communication of these changes.

• Considering system integrity, can we confirm that all tracking and reporting systems are functioning correctly post-update?

Why it matters: Rules out potential data anomalies. Expected answer: All systems have been verified and are functioning correctly. Impact on approach: If any issues are found, we'd prioritize fixing data collection before further analysis.