Why has the average processing time for Onfido's facial biometric checks increased by 30 seconds over the past month?

Introduction

The recent 30-second increase in Onfido's facial biometric check processing time is a critical issue that demands immediate attention. This analysis will systematically investigate the root cause, considering both internal and external factors that could be contributing to this performance degradation. We'll follow a structured approach to identify, validate, and address the underlying issues while keeping in mind both short-term fixes and long-term strategic implications.

Step 1

Clarifying Questions (3 minutes)

• Looking at the timing, I'm thinking there might have been a recent system update. Has there been any significant changes to the facial biometric processing algorithm or infrastructure in the past month?

Why it matters: System changes often correlate with performance shifts. Expected answer: Yes, there was a recent update. Impact on approach: If confirmed, we'd focus on the update's impact and potential rollback options.

• Considering user segments, I'm curious if this increase is uniform across all users. Are we seeing any patterns in terms of device types, operating systems, or geographical regions where the slowdown is more pronounced?

Why it matters: Segmentation could reveal specific technical or environmental factors. Expected answer: The slowdown varies across different user segments. Impact on approach: We'd prioritize investigating the most affected segments and potential device-specific issues.

• Given the nature of biometric checks, I'm wondering about changes in user behavior. Have we seen any shifts in the types of images being submitted or the environments they're captured in?

Why it matters: User behavior changes could impact processing complexity. Expected answer: There's been an increase in low-light or non-ideal capture conditions. Impact on approach: We'd focus on improving image preprocessing or user guidance for optimal captures.

• Thinking about system load, has there been a significant increase in the volume of biometric checks being processed in the past month?

Why it matters: Increased load could strain system resources and slow processing. Expected answer: Yes, there's been a 20% increase in daily check volume. Impact on approach: We'd investigate scaling solutions and potential bottlenecks in our processing pipeline.