Why has LexisNexis's Lexis+ platform seen a 15% drop in daily active users over the past month?

Introduction

The recent 15% drop in daily active users (DAU) for LexisNexis's Lexis+ platform over the past month is a significant concern that requires immediate attention and a thorough root cause analysis. As we delve into this issue, we'll follow a structured approach to identify, validate, and address the underlying factors contributing to this decline in user engagement.

Step 1

Clarifying Questions (3 minutes)

• Looking at the timing, I'm thinking there might be a seasonal component. Has this drop coincided with any particular time of year or event in the legal industry?

Why it matters: Seasonal patterns could explain temporary fluctuations in usage. Expected answer: No significant seasonal events noted. Impact on approach: If seasonal, we'd focus on cyclical strategies; if not, we'd investigate other factors.

• Considering user segments, I'm curious about the distribution of the decline. Are we seeing a uniform 15% drop across all user types, or is it concentrated in specific segments?

Why it matters: Helps pinpoint whether the issue is global or segment-specific. Expected answer: The decline is more pronounced among mid-sized law firm users. Impact on approach: We'd tailor our investigation and solutions to the most affected segments.

• Thinking about recent changes, have there been any significant updates to the Lexis+ platform in the weeks leading up to this decline?

Why it matters: Recent changes could directly impact user behavior and engagement. Expected answer: A new search algorithm was implemented three weeks ago. Impact on approach: We'd focus on the impact and user reception of this specific change.

• Regarding competitive landscape, has there been any notable movement from competitors or new entrants in the legal research space recently?

Why it matters: External competitive factors could influence user preferences and loyalty. Expected answer: A competitor launched a new feature last month. Impact on approach: We'd analyze our product positioning and feature set relative to competitors.