Introduction
The decline in Superhuman's "Scheduled Send" feature usage among enterprise customers by 30% this quarter is a significant issue that requires thorough investigation. To address this problem, I'll employ a systematic approach to identify, validate, and resolve the root cause while considering both immediate and long-term implications for the product and business.
Framework overview
This analysis follows a structured approach covering issue identification, hypothesis generation, validation, and solution development.
Step 1
Clarifying Questions (3 minutes)
Why it matters: Seasonal patterns could explain temporary usage drops. Expected answer: No clear seasonal correlation. Impact on approach: If seasonal, we'd focus on cyclical patterns; if not, we'd investigate other factors.
Why it matters: Helps identify if the issue is widespread or localized to specific user groups. Expected answer: Varied impact across segments. Impact on approach: Targeted investigation for heavily affected segments.
Why it matters: Recent changes could directly impact feature usage. Expected answer: Minor updates, no major changes. Impact on approach: If changes occurred, we'd focus on their impact; if not, we'd look at other factors.
Why it matters: Competitive pressure could influence user behavior. Expected answer: Some competitors have enhanced their scheduling features. Impact on approach: If competition is a factor, we'd analyze our feature's differentiation.
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