I assume “dropping out” refers to deactivating such that they do not drive for Lyft anymore. First of all, I would cross-check the source of the red flag data to be sure it is accurate.
Assuming the trend is verified, I’d ask these clarifying questions:
– What % of drivers are deactivating?
– Over what period of time has this deactivation been occurring? When did it begin?
– Did the change occur suddenly or gradually over a period of time?
– What changes occurred at the time the change occurred that might affect app performance? E.g. a code release or vendor change
– Is the change occurring within the entire driver population in the city, or among certain drivers only? e.g. only drivers that signed up in the past 6 months are affected
– What feedback have we heard from the drivers in the affected group? Have they provided reasons for deactivating?
– Have there been similar drops in other Lyft metrics in the area? e.g. has ridership experienced a similar trend?
– Has this trend appeared before in this city or another city? if yes, what was the cause?
– Has there been any server downtime or other errors reported?
Using this information, we want to determine if the problem is *internal* or *external* in nature.
An internal problem could be a bug, server issue, or a new feature that had unintended consequences. An external problem could be related to competition, bad PR, a natural disaster, a firmware change, or new regulatory or legal change.
If the problem is identified as internal, meaning a bug or the like, I would work with the engineering team to isolate the problem and push out a fix. Depending on the severity of the problem, I might ask to interrupt the current sprint and push this out as a hotfix, or if less severe, could include the fix in the next sprint plan.
If the problem is a feature that is causing issues, I’d work with Eng to roll back the feature and if possible, spec out a new feature that does not have a similarly detrimental impact.
If the issue is external, such as a hurricane, change to the law, or new competitor entering the market, I’d work through the normal product development cycle to plan for an address the problem. If the issue is temporary or seasonal, there may not need to be further action taken as the drivers will likely return without further intervention.