As the Product Manager for Agoda, you’ve noticed that some of the more recent payment options, such as digital wallets and UPI, are seeing a rise in failure rates. What approach would you take to identify the underlying issues, and what actions would you implement to resolve them?

This question is designed to assess your problem-solving skills, knowledge of the payment industry, and your potential performance in real-world scenarios at Agoda. It evaluates your analytical abilities by examining how you investigate the root causes of an issue, while your approach to resolving the problem reflects your decision-making capabilities. To tackle this question, start by outlining the steps you would take to determine the underlying causes of the issue. This could include analyzing the nature of the reported problems, conducting data analyses, or engaging in discussions with relevant teams. After identifying the issues, present your proposed solutions. Be sure to consider the implications of your decisions on both the business and the users, as well as the practicality of your proposed solutions.

To explore the rising failure rates associated with newer payment methods like wallets and UPI, I would begin by thoroughly defining the issue. This would involve gathering specific details about the problem, such as the exact moment when the payment fails, the messages users receive during these failures, and how often these incidents occur. Next, I would aim to involve the relevant teams within our organization, such as the Technology and Operations teams. This step is essential for fostering collaboration and ensuring that I convey the seriousness of the issue, thereby obtaining their insights and support. Once all the information is collected, I would conduct a data analysis to identify patterns and possible causes of the failures. Are certain regions or specific mobile wallets more affected, or is this a broader issue? This analysis should guide my subsequent actions. If the problem stems from an API integration issue, we would need to work with our technology partners to address it. If the challenges are localized to certain regions, I would seek to gain a better understanding of the local regulations, network conditions, or banking issues that might be contributing to the failure rates.

To address the rising failure rates of wallets and UPI, my initial step would be to gather relevant information. I would compile and analyze data regarding the failure rates, examining the trends in the timing and locations of these failures, as well as the specific error messages encountered. After gaining a clearer insight into the issues, I would share these findings with key stakeholders, including the technology and operations teams. Based on the analysis and feedback from these teams, I would suggest potential solutions. For example, if a particular wallet type shows a high failure rate, it may indicate a problem with its system, warranting a discussion with their technical support. Conversely, if the problem appears to be related to UPI, measures could be taken to enhance the technical infrastructure that supports UPI transactions. While proposing these solutions, I would also consider the impact on the business and users, ensuring that all stakeholders are kept informed and satisfied.