Diagnose a drop in NPS
Last updated: January 21, 2026
Quick Overview
The engagement dropped by 15% this week. Walk through your investigation process.
Expedia
January 21, 202631
9
3,869 solved
The engagement dropped by 15% this week. Walk through your investigation process.
Product questions at Expedia test your ability to think like a product leader. This Take-home Project question evaluates how you balance user needs, business goals, and technical constraints when making product decisions.
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
- How would you decide to kill this feature if it's not working?
- How would you sequence the rollout across different user segments?
- How would you handle pushback from engineering on feasibility?
- What would you do if usage data contradicts user feedback?
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Problem Framing
To diagnose the 15% drop in NPS this week at Expedia, we need to first establish a clear scope of the problem. This involves identifying the key metrics and user segments potentially impacted by this ...
User & Market Context
Our primary users are leisure travelers and business professionals who rely on Expedia for booking flights, hotels, and rental cars. For this product, user satisfaction is paramount, as it directly af...
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