Why has upGrad's AI and Machine Learning bootcamp experienced a 20% increase in refund requests compared to the previous cohort?

Introduction

The recent 20% increase in refund requests for upGrad's AI and Machine Learning bootcamp compared to the previous cohort is a concerning trend 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 be a seasonal component. Has this increase occurred during a specific time of year or academic cycle?

Why it matters: Seasonal patterns could indicate external factors rather than product issues. Expected answer: The increase is not tied to a specific season. Impact on approach: If seasonal, we'd focus on adjusting marketing or course timing.

• Considering user segments, I'm curious if this trend is consistent across all learner profiles. Are we seeing a higher refund rate in any particular demographic or experience level?

Why it matters: Identifying affected segments helps narrow down potential causes. Expected answer: The increase is more pronounced among beginner-level students. Impact on approach: We'd focus on improving onboarding and early-stage content.

• Thinking about recent changes, have there been any significant updates to the curriculum, platform, or pricing structure in the last cohort?

Why it matters: Recent changes could directly impact user satisfaction and refund rates. Expected answer: A new adaptive learning feature was implemented. Impact on approach: We'd investigate the implementation and user reception of this feature.

• Considering market dynamics, has there been any notable shift in competitor offerings or industry demand for AI and ML skills?

Why it matters: External market factors could influence perceived value and completion rates. Expected answer: No significant market changes noted. Impact on approach: We'd focus more on internal factors and product improvements.