Choose a Fintech product and discuss its business objectives and key performance indicators (KPIs).

Baseline: 

If I understand this correctly, Coinbase is a crypto exchange. Customers come here to buy and sell their crypto currencies. When they buy or sell anything, they are charged for transaction fees which is basically the brokerage. Is that a correct understanding?

Some clarifications:

a) Is the brokerage fees per transaction or the value of the transaction or both? Get the breakdown?

b) Also this is not a profit meaning, what was collected from the customers minus what was settled/shared with the partners, etc.? 

c) Is this calculated based on the real time value of the currency being sold or it’s locked at the value when the transaction was made? 

I am asking all these question as they all will be necessary when we start diving into the data and RCing.

Assumptions:

a) Data is instrumented & available to get finer data.

Analysis

1) 1st I’ll make sure that the data is correct, meaning there’s no outage or missing data. That happens all the time especially when your report combines data from multiple sources. Once this is ruled out,

2)I would like to check the pattern for the rest of the quarter, meaning last 3 months. It could be that the numbers were very high last month and that was an anomaly and the 20% drop is matters returning to normalcy. If this is not the case. 

3) Then I would check how is this data trending YOY, meaning how was it last year for the same time to rule out any seasonality. Let’s say that is also ruled out. 

4) I would then look at the overall engagement numbers, did we see major drops in people visiting or app opens. Generally, there’s always relationship between metrics that helps identify what could be the cause. You know, if impressions go down, gameplays go down, etc. If there’s no clue there, I will start to dive into the parts. 

5) Do a quick analysis of customer behavior. Any oddities. Any specific cohort visiting way too much or not visiting at all. Any broken funnel indicator.

6) Now I will start to dive into the variables that are making up this data, meaning of the equation is:

Brokerage = x* number of transactions + y* avg. transaction value -partner share

Then I would look at find out what each of these numbers are as compared to last month.

Resolution:

1)      RC is identified as a code issue:

a.       check if there is proper monitoring and alarms that are in place.

                                                                           i.      If they are present,

1.       If they did fire, what was done? If the process in place for this?

2.       If they didn’t fire, why? RC this and get it fixed

                                                                         ii.      If this is not present,

1.       Create a high priority issue in the backlog and prioritize

2.       Ensure that the process is in place

b.       RC the issue and get estimates + ETAs

                                                                           i.      Plan the fix with the devs

                                                                         ii.      Get it prioritized

                                                                       iii.      Plan the interim work arrangements, meaning how can we ensure that this is not impacting us while the fix is going on. Can this be fixed retroactively?

c.       Involve any dependency teams in the issue resolution (on call)

2)      Plan the communication to stakeholders with RC, ETA for the fix, impact of the issue and whether this is reversible or not.

3)      Plan a customer announcement to ensure that they don’t freak out, if needed.

4)      COE/Retro once the issue is fixed