Case Study 2 - Root Cause Analysis - Grocery App Sales Drop by 25%

A grocery e-commerce app in India saw a 25% drop in sales starting last week. A candidate is asked to identify the potential reason. Approach: The candidate takes a structured problem-solving approach—asking clarifying questions, distinguishing between external and internal factors, and avoiding premature conclusions. ⸻ External Factors (Ruled Out): • No new competitors • No major sales/discounts from others • No supply chain disruptions (e.g., driver strikes) • No pattern across geographies or demographics ⸻ Internal Factors (Investigated Deeply): • Data Collection Tool: Verified and working fine • Platform Impact: Issue present only on Android app • Uninstalls: No spike in app uninstalls • App Update: Recent update only on Android • Cart Functionality: “Add to Cart” and cart viewing work fine • Checkout Bugs: Bugs found during payment stage • Payment Methods: Digital methods fine • Cash on Delivery (COD): Bugs reported during COD option usage ⸻ Root Cause Identified: Bugs in the Cash on Delivery (COD) feature in the Android app update led to failed checkouts, resulting in 25% drop in sales. ⸻ Key Takeaways: • Avoid jumping to conclusions; always dig deeper • Structure your thinking: External → Internal • Validate assumptions at every step • Small product changes (like bugs in COD) can have massive business impact • Referencing known case studies (like the “$300M button”) can demonstrate product thinking and real-world knowledge ⸻ #ProductManagement #CaseInterview #Ecommerce #UXDesign #MobileApp #GroceryApp #RootCauseAnalysis #ProblemSolving #ProductThinking #UserExperience #PMInterviews #IndiaEcommerce #ConversionOptimization #CashOnDelivery