As a product manager, you're dealing with complaints about a mobile app that's running slow. What will you do?

Question

Anonymous · Accepted Answer

I'm assuming that it is happening across users.

My plan of action will be,

1.Immediate: Rollback to the last build (to prevent users from dropping off).
Parallel I would isolate the Root cause.

2.Problem isolation : Metrics to watch 1.Performance issue(Load time, Pointer
freeze)  ->(either at users, API gateway or ISP issue), 2, Platform Issue :bugs
at ( Android, IOS, WebApp)  or internal) 3. Patch (recent updates )

3.Provide a patch fix and adds those use case to the QA to prevent the system
from happening in future.

At each step notify internal (Tech & non tech team) and external stakeholders
(partner, customers & client)

Anonymous · Answer

I would first check the feedback from users to know if specific actions or areas
are affected and if specific user segments are affected like - android / ios
users for example. I will then check performance metrics like load time, user
drop off points, sessions durations to be able to quantify this issue. Once I
gain this clarity I would work with cross functional teams to see if they are
able to replicate or isolate this issue. I will also try to understand if they
have made any changes at a high level - on servers / architecturally / used any
new libraries / 3rd party tools that could have potentially brought this change.
I would also review if the interactions from the users end have increased  and
our servers are not able to handle this load.
Next step of action will be to assess the impact of this issue and prioritize
this issue accordingly. If this issue is going to affect any of my business
metrics like - user retention / user experience then priority will be high and
resources will be reallocated accordingly to tackle this issue. I would urge the
team to investigate the issue and I will figure out an immediate and long term
plan based on what the team has found.

Anonymous · Answer

I would first check how many parts of the app are slow - Is the app completely
slow? or certain features/user flows are slow. I would talk to relevant leads or
developers to understand if they have made any changes at a high level - on
servers / architecturally / used any new libraries / 3rd party tools that could
have potentially brought this change. I would also review if the interactions
from the users end have increased  and our servers are not able to handle this
load. Based on the outcome of this, relevant actions will have to be planned.

As a product manager, you're dealing with complaints about a mobile app that's running slow. What will you do?

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