Why has the adoption rate of Workday's new expense reporting module dropped by 30% in the last quarter?

Introduction

The recent 30% drop in adoption of Workday's new expense reporting module is a significant concern 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 its users.

I'll approach this issue by first clarifying key details, ruling out external factors, and then diving deep into product understanding, metric breakdown, and data analysis. From there, I'll form hypotheses, conduct root cause analysis, and propose validation methods and solutions.

Step 1

Clarifying Questions (3 minutes)

• Looking at the timing, I'm thinking there might have been a recent update. Has there been any significant change to the expense reporting module in the last quarter?

Why it matters: Recent changes could directly impact adoption rates. Expected answer: Yes, there was a UI overhaul. Impact on approach: If true, I'd focus on user experience and change management.

• Considering user segments, I'm wondering if this drop is uniform across all user types. Are we seeing different adoption rates among various user groups, such as frequent travelers versus occasional users?

Why it matters: Helps identify if the issue is global or specific to certain user segments. Expected answer: The drop is more pronounced among occasional users. Impact on approach: If true, I'd investigate the onboarding process and user education for infrequent users.

• Given the nature of expense reporting, I'm curious about any changes in company policies. Have there been any modifications to expense policies or approval processes recently?

Why it matters: Policy changes could affect how users interact with the module. Expected answer: No significant policy changes. Impact on approach: If false, I'd explore how policy changes might be impacting user behavior.

• Thinking about system performance, I'm wondering if there have been any reported issues with the module's functionality. Have we seen an increase in support tickets or error reports?

Why it matters: Technical issues could be driving users away from the new module. Expected answer: There's been a slight increase in support tickets. Impact on approach: If true, I'd prioritize investigating technical issues and their impact on user experience.