Project Brief
Imagine you are a Product Manager for Urban Company - is a home
services platform in India
Services provided include beauty, massage, cleaning, plumbing, carpentry and B months.
Find out the possible root cause(s) of the problem. Assumptions: Consider that this Happened only on iPhone devices.
Analysing the problem
The problem is that there is a decrease in ratings from the last 6 months.
The rating has decreased from 4.7 to 4.1. This could lead to less sales and app downloads decreasing.
Ratings & Comment Analysis
Positive Feedback:
- Users report getting excellent value from hairstyling and house cleaning subscription plans
- High satisfaction with service quality when the same professional returns
- Professional cleanliness standards - "closes the house with the same condition as the user who had left it"
- Consistent 5-star ratings for day services when quality is maintained
Key Issue Identified: "Over the last 3 months however I have had a different cleaner almost every time. Sometimes the cleaner was good and sometimes not so good"
Critical Problems:
- Coupon codes not working in the app
- Customer care unable to resolve coupon problems
- "Coupon Code not applicable" error message appearing
- First-time users unable to apply discount codes
- Services perceived as too expensive without coupon codes
Conclusion: There appears to be a bug preventing coupon codes from working, which is particularly problematic for first-time users. This technical issue is significantly impacting user experience and ratings.
External Factors Analysis
iOS update: the problem is from the iphone update. Recently there was a app store update due to which the app store rating showed 4.7 and decreased to 4.1 and next update it would be back again to 4.7.
Professional problem: the professional has punched at the office but the professional had delay in reaching the user residents. Or the professional was stuck in traffic. There can be many reasons.
Inter Factors Analysis
Tech:
New user coupon code not working, maybe the coupon code could be expired or inactive code, it could be Backend API failure, or maybe an incorrect frontend implementation.If there would be an app update which could lead to a backend or frontend problem then the user journey could fix it or there would be a problem in code.There would be a specific service that the app wouldn't provide.
Customer Support Issues:
Users report poor customer service responses, especially regarding coupon failures and refund issues.
User Journey
Conclusion
User Journey Analysis Metrics Breakdown North Star Metrics:
Successful Completion of Order with a 4+ Star Rating.Number of bookings repeated per user.
More Metrics: Customer Satisfaction ScoreRate at which the completion is on timeOn-time completion rate.
The decline of rating in the last 6 months on iPhone devices indicates a combination of technical issues and service-related problems affecting user experience.
Technical Issues:
Potential backend API failures.Incorrect frontend implementation may be preventing coupon validation.
Service Quality:
professionals failing to show up or not completing tasks to satisfaction.Users report poor customer service responses.
Impact on Business: Lower customer satisfaction (CSAT).No repeating booking due to which it leads to low revenue.
Next Steps: Fix Coupon Code Issue.Training Professional Implement stricter quality controlsEnhance the Customer support track complaints and suggestions of app by user.