Wrong medicine, angry customers

A root cause analysis question from a product manager interview, set at PillPeti, a fictional e-pharmacy company.

The question

Skills this case tests

A starting metric tree

Wrong-product tickets = orders × ticket rate; split the rate by category, platform, app version, city and warehouse

How to approach this case

Treat the CX team's warehouse theory as one hypothesis among several. First ask how a ticket gets tagged wrong product, and whether it means a truly wrong item or something the customer saw as wrong. Orders are flat, so the ticket rate moved. Split it by category, platform, app version, city and warehouse. Check the warehouse with hard data, such as pick accuracy, before blaming it. Read what customers actually wrote. Ask what changed in the app and in operations that month, and look for a group that did not get the change. Medicines are a high-trust category, so think about how a mistake, or a perceived one, affects repeat orders. A strong close sizes both sides of any trade-off, including margin and lost repeat customers, and recommends a fix with clear guardrails.

The full method for root cause analysis questions · A worked example answer

After the mock interview you get scores on five skills, what to fix with quotes from your answers, and the ideal path for this case.