Why has the average session duration for WiGroup's video conferencing tool decreased from 45 minutes to 20 minutes this month?

Introduction

The sudden decrease in average session duration for WiGroup's video conferencing tool from 45 minutes to 20 minutes this month is a critical issue that demands immediate attention. This significant drop could indicate underlying problems affecting user engagement and satisfaction. I'll approach this analysis systematically, focusing on identifying potential root causes, validating hypotheses, and developing both short-term fixes and long-term strategies to address the issue.

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 feature changes or updates to the video conferencing tool in the past month?

Why it matters: Recent changes could directly impact user behavior and session duration. Expected answer: Yes, there was a major update. Impact on approach: If yes, we'd focus on the new features and their adoption rates.

• Considering user segments, I'm curious about the distribution of this decrease. Is the 20-minute average consistent across all user types, or are certain segments more affected?

Why it matters: This helps identify if the issue is universal or specific to certain user groups. Expected answer: The decrease varies across user segments. Impact on approach: If varied, we'd prioritize investigating the most affected segments.

• Given the nature of video conferencing, I'm wondering about any changes in network infrastructure. Have there been any reported issues with call quality or connection stability recently?

Why it matters: Technical problems could lead to shorter sessions due to frustration. Expected answer: Some intermittent issues have been reported. Impact on approach: If yes, we'd prioritize technical investigations and performance metrics.

• Thinking about external factors, has there been any significant change in the competitive landscape, such as a major competitor launching a new feature?

Why it matters: External market forces could be drawing users away or changing usage patterns. Expected answer: No major changes in the competitive landscape. Impact on approach: If no, we'd focus more on internal factors and user behavior changes.