Why has the average time to disburse loans through Kredivo's mobile app increased from 2 hours to 6 hours this month?

Introduction

The recent increase in Kredivo's mobile app loan disbursement time from 2 hours to 6 hours is a critical issue that demands immediate attention. This significant slowdown in a core product feature could severely impact user satisfaction, conversion rates, and overall business performance. 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 this could be a recent change. When exactly did you first notice this increase in loan disbursement time?

Why it matters: Pinpointing the exact timeframe helps narrow down potential causes. Expected answer: The issue was first noticed about a week ago. Impact on approach: A sudden change suggests a specific event or update as the cause.

• Given the nature of financial transactions, I'm wondering about system load. Has there been a significant increase in loan applications recently?

Why it matters: Increased volume could strain the system, causing slowdowns. Expected answer: Application volume has remained relatively stable. Impact on approach: If volume isn't the issue, we'll focus more on internal processes or technical problems.

• Considering the complexity of loan processing, I'm curious about any recent changes to the approval criteria. Have there been any updates to the loan assessment algorithm or credit check processes?

Why it matters: Changes in loan criteria could introduce delays in processing. Expected answer: No recent changes to loan criteria or assessment processes. Impact on approach: If criteria haven't changed, we'll look more closely at technical or operational issues.

• Thinking about the end-to-end process, I'm wondering about external dependencies. Have there been any reported issues with third-party services involved in the loan disbursement process?

Why it matters: External service disruptions could significantly impact processing times. Expected answer: No known issues with third-party services have been reported. Impact on approach: If external services are stable, we'll focus more on internal systems and processes.