Question 30

Case 3: You are part of a project team for the country's largest bank. Your team has launched the first mobile payment app in partnership with the leading tech company, Bananas Inc. This app allows users to pay for transactions using their phones instead of credit or debit cards by simply passing their phone over a payment terminal. The bank's stakeholders expect a significant increase in transactions and believe customers will love the app. As the business analyst, you set performance measures before the launch to track results: The number of sales through the mobile app versus plastic cards in the first three months. The number of customers downloading and using the app. You also recommended a survey two months after launch to gauge user opinions on the app’s usability and security. After three months, you observed that in the last 2 weeks, the number of sales transactions and app downloads dropped significantly, with many customers returning to card-only transactions. Stakeholders have asked you to investigate the cause of this change in behavior. Referring to the case study, considering the two-week period with different performance data, which element are you focusing on if you wonder whether the data is a false signal of poor performance?