Why has Lenskart's home eye test service bookings declined by 25% in major metro areas during the last 2 weeks?

Introduction

Lenskart's home eye test service booking decline of 25% in major metro areas over the past two weeks 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 and long-term implications for the business.

Step 1

Clarifying Questions (3 minutes)

• Considering the sudden drop, I'm wondering about recent changes. Have there been any significant updates to the booking system or service offering in the last month?

Why it matters: Recent changes could directly impact user behavior. Expected answer: Yes, a new booking interface was launched three weeks ago. Impact on approach: If confirmed, we'd focus on usability issues and user feedback.

• Given the specificity to metro areas, I'm curious about regional factors. Are there any local events or regulations affecting eye care services in these areas?

Why it matters: Local factors could explain the geographic specificity of the decline. Expected answer: No significant local events or regulations have been reported. Impact on approach: If true, we'd shift focus to internal factors or broader market trends.

• Thinking about seasonality, is this decline unusual compared to historical data for this time of year?

Why it matters: Helps distinguish between normal fluctuations and anomalous behavior. Expected answer: This decline is atypical for the season. Impact on approach: If confirmed, we'd prioritize investigating recent changes or market disruptions.

• Considering user segments, has the decline been consistent across all demographics, or are certain groups more affected?

Why it matters: Identifies potential issues with specific user experiences or marketing efforts. Expected answer: The decline is more pronounced among younger users. Impact on approach: If true, we'd focus on factors specifically impacting younger demographics.