Why has Payhawk's expense approval workflow seen a 30% drop in usage over the past month?

Introduction

Payhawk's expense approval workflow has experienced a significant 30% drop in usage over the past month, indicating a critical issue that requires immediate attention. This analysis will systematically identify, validate, and address the root cause while considering both short-term and long-term implications for the product and business.

Step 1

Clarifying Questions (3 minutes)

• Looking at the timing, I'm thinking there might have been a recent product update. Has there been any significant change to the expense approval workflow in the last 1-2 months?

Why it matters: Recent changes could directly impact user behavior. Expected answer: Yes, there was a UI redesign. Impact on approach: If confirmed, we'd focus on usability issues in the new design.

• Considering user segments, I'm curious about the distribution of the usage drop. Is the 30% decline uniform across all user types, or are certain segments more affected?

Why it matters: Helps identify if the issue is global or specific to certain users. Expected answer: The drop is more pronounced among occasional users. Impact on approach: We'd investigate factors affecting occasional users' engagement.

• Given the severity of the drop, I'm wondering about any changes in the competitive landscape. Have any major competitors launched new features or pricing models recently?

Why it matters: External factors could be drawing users away from Payhawk. Expected answer: No significant competitive changes noted. Impact on approach: We'd focus more on internal factors if competition isn't a major factor.

• Thinking about system reliability, have there been any reported technical issues or downtime in the past month?

Why it matters: Technical problems could directly impact usage. Expected answer: Some minor server issues were reported. Impact on approach: We'd investigate the extent of technical problems and their impact on user experience.