There is an issue in a sign-up flow, users are no longer signing up for our service, what would you do?

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There is an issue in a sign-up flow, users are no longer signing up for our service, what would you do?

Asked at Meta (Facebook) over a year ago

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Problem Solving category

& 1 other company

Asked at

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harsh sinha · Answer 1 · 2020-04-18T15:33:41+0000

There is an issue in a sign-up flow, users are no longer signing up for our service, what would you do?

Signup is the flow where users come a first time at the platform and provide key details before interacting with the Product offerings.

List of clarifying questions:
1.When did this start happen? Is it an abrupt drop or a gradual drop?

Interviewer (IN) - It is an abrupt drop
2. Is the issue happening of any particular platform or across the platforms? (Android,iOS,m-Web,Desktop)

IN - It is happening only on the Android Devices

3. Do the metrics as Realisation and Conversion have also dropped?
IN - No, they are more or less on the same lines as it was before.

4. Are we seeing the drop in users landing on the first screen or we are getting enough users to come on the app and then not signing up?

IN- We are getting enough users and they are not choosing any mode to go inside the App.

After getting answers to the above questions, it is certain that the problem is occurring with Android and it is an abrupt drop. It can also be said that since other major metrics still performing as expected, there is a huge possibility that there are some issues in the Android Product at the time of Signup.

Possible Problems :

1. There is some problem with this particular Android release (in case this problem is happening only with this release)

This can be validated by analyzing the onboarding funnel with the app version check.

2. Most of the companies use Facebook and Google as login options.

We will need to check with FB and Google whether there is some problem at their end. Again this can also be validated with the micro funnel tracking of each mode and comparing with the past data.

3. Have we introduced any new feature at the time of Sign up in the current release?

If yes, then let's do the analysis of how is it performing. One possibility can be that the product is now allowing users to Skip login (it was not present in earlier product) and check the offerings of the Product. Since it has been made clear that conversion and realisation are not impacted, then we should check how are we capturing sign-up numbers. Looks like Guest users (Skip Login) are also performing as good as a logged in user, hence we should change the definition of our Signup percentage and consider Guest login also as one of modes of Login. (How to make these Guest users to sign-up is a second problem we need to address it, limiting this solution to answer the original question only)
4. If the above points do not yield to any solution, let us benchmark our signup flow with the competitors in the markets. Have they introduced something unique? It can be a possible problem that the company offers product globally and we are seeing the drop in a particular geography, let us assume that geography is Japan. Competitors in Japan are offering the product in the local language and our company does not.

It is also possible that there are any other Apps which are very famous in particular geography and users are comfortable using those to signup. We should try to integrate that particular app in our system.

rahul_g · Answer 2 · 2019-12-01T17:33:06+0000

There is an issue in a sign-up flow, users are no longer signing up for our service, what would you do?

Assuming I'm the PM for the flow - yes

assuming that I need to debug the problem since it says 'issue'

When say no longer signing up for our service youre saying there are 0 users who have been able to sign up in the past x days or theres been a steep drop , assuming its the latter

Action items - isolate timeline

- Figure out when did they stop signing up

- Was it gradual or abrupt - assume abrupt

Verify data - is it accurate

- is the data updated

- is the third party sdk we use for tracking working without issues

- did we make any changes to internal definitions?

- did we make any changes to our data/any major deployments

- Was it there last year or last month

Internal factors

- did we do any major releases around the time it dropped

- are any other metrics affected

- since its the acquisition funnel - where are the user dropping off - can we test the flow in house

-Did any of our partners make any major changes that could impact us

- which users have dropped off or which ones are still coming through - split by platform/OS/OS version/app version/country/device

- what are the customers saying on playstore

External

Major events by competition/major changes?

Major changes by partners

outages for partners?

we should be able identify the break through this