Diagnose a drop in NPS
Last updated: December 17, 2025
Quick Overview
The engagement dropped by 15% this week. Walk through your investigation process.
Adobe
December 17, 202571
4
3,277 solved
The engagement dropped by 15% this week. Walk through your investigation process.
Adobe asks this during the Technical Screen to assess your product sense and structured thinking. They want to see how you define the problem, identify the target user, prioritize features, and measure success.
What the Interviewer Expects
- Apply a structured framework for product thinking (user, problem, solution, metrics)
- Segment users and identify differentiated needs
- Prioritize features using a clear framework (RICE, ICE, impact vs effort)
- Define comprehensive success metrics across the user funnel
- Consider competitive dynamics and market positioning
Key Topics to Cover
How to Approach This
- Start with the user. Who are they, what problem do they have, and what is their current workaround?
- Use a prioritization framework: impact vs effort, RICE scoring, or ICE scoring.
- Define success metrics using the AARRR framework: Acquisition, Activation, Retention, Revenue, Referral.
- Consider second-order effects. A feature might boost short-term engagement but hurt long-term retention.
Possible Follow-up Questions
- What would you do if usage data contradicts user feedback?
- How would you decide to kill this feature if it's not working?
- How would you validate this idea before committing engineering resources?
- How would you sequence the rollout across different user segments?
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Browse Product QuestionsSample Answer
Problem Framing
To diagnose the drop in Net Promoter Score (NPS) by 15%, we need to first clarify the time frame and the user segments affected. This is not a general drop; it is a specific incident within a week. We...
User & Market Context
Our primary users are creative professionals, freelance designers, and small to medium business teams who rely on Adobe products for their work. Their priorities include:
- Usability: They need...
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