Why has the average time to fill open shifts through ShiftKey's app increased by 25% this quarter compared to last?

Introduction

The recent 25% increase in average time to fill open shifts through ShiftKey's app is a critical issue that demands immediate attention. This metric directly impacts our platform's efficiency and user satisfaction. I'll approach this problem systematically, focusing on identifying the root cause, validating hypotheses, and developing both short-term and long-term solutions.

Step 1

Clarifying Questions (3 minutes)

• Looking at the timing, I'm thinking there might be seasonal factors at play. Has this increase coincided with any particular season or holiday period?

Why it matters: Seasonal trends could explain temporary fluctuations in shift-filling time. Expected answer: Yes, it coincides with summer vacation season. Impact on approach: If seasonal, we'd focus on strategies to manage predictable fluctuations.

• Considering user segments, I'm wondering if this increase is uniform across all job types. Are certain industries or shift types more affected than others?

Why it matters: Identifying specific affected segments could point to targeted issues. Expected answer: Healthcare shifts are experiencing longer fill times. Impact on approach: We'd investigate healthcare-specific factors and tailor solutions accordingly.

• Thinking about recent changes, have there been any significant updates to the app or algorithms in the past quarter?

Why it matters: Recent changes could have unintended consequences on shift-filling efficiency. Expected answer: A new matching algorithm was implemented last month. Impact on approach: We'd focus on analyzing and potentially reverting or tweaking the new algorithm.

• Regarding market dynamics, has there been any notable change in the number of workers or employers using the platform?

Why it matters: Changes in supply or demand could affect shift-filling times. Expected answer: There's been a 15% increase in employers but only a 5% increase in workers. Impact on approach: We'd look into strategies to balance the worker-to-employer ratio.