Why has Thomson Reuters's Westlaw legal research platform seen a 15% drop in daily active users over the past month?

Introduction

The recent 15% drop in daily active users for Thomson Reuters's Westlaw legal research platform is a significant concern that requires immediate attention and a thorough root cause analysis. As we delve into this issue, we'll systematically examine potential factors, generate data-driven hypotheses, and develop a comprehensive plan to address the underlying causes and restore 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 legal calendar events?

Why it matters: Seasonal patterns could explain temporary fluctuations and inform our solution approach. Expected answer: No significant seasonal correlation identified. Impact on approach: If seasonal, we'd focus on cyclical engagement strategies; if not, we'd investigate other factors more deeply.

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

Why it matters: Identifying affected segments helps pinpoint potential causes and tailor solutions. Expected answer: The drop is more pronounced among small law firm users. Impact on approach: We'd focus on understanding the unique needs and pain points of small law firm users.

• Thinking about recent changes, have there been any significant updates to the platform or pricing structure in the past 1-2 months?

Why it matters: Recent changes could directly impact user behavior and engagement. Expected answer: A new UI was rolled out for beta testing to a subset of users. Impact on approach: We'd investigate the correlation between the UI change and user engagement, potentially considering a rollback or rapid iteration.

• Regarding competitive landscape, has there been any notable movement from key competitors like LexisNexis or Bloomberg Law?

Why it matters: Competitive actions could be drawing users away from Westlaw. Expected answer: No major competitive launches, but some aggressive promotional pricing observed. Impact on approach: We'd analyze our value proposition and pricing strategy in comparison to competitors.