Diagnose a drop in NPS
Last updated: January 27, 2026
Quick Overview
The engagement dropped by 15% this week. Walk through your investigation process.
Workday
January 27, 2026584
14
3,376 solved
The engagement dropped by 15% this week. Walk through your investigation process.
Product questions at Workday test your ability to think like a product leader. This Phone Screen question evaluates how you balance user needs, business goals, and technical constraints when making product decisions.
What the Interviewer Expects
- Demonstrate strategic product thinking beyond feature-level decisions
- Analyze second-order effects and long-term ecosystem impact
- Balance multiple stakeholder needs with clear trade-off rationale
- Design experiments to validate key assumptions before building
- Consider platform effects, network effects, and marketplace dynamics
- Propose a phased rollout strategy with go/no-go criteria
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 handle pushback from engineering on feasibility?
- What would you do if usage data contradicts user feedback?
- How would you validate this idea before committing engineering resources?
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Problem Framing
To address the drop in NPS by 15%, we need to first define the scope of our investigation. This involves identifying the segment of users impacted by this decline, the specific features or interaction...
User & Market Context
Our primary users are HR and finance professionals who rely on Workday for streamlined operations and insightful analytics. For them, usability, reliability, and feature richness are paramount. Given ...
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