As a product manager, the first step I would take is to gather more information about the issue. I would start by reviewing the customer tweets and any other customer feedback or support requests related to the waitlist feature. This would help me understand the specific pain points and areas of confusion for customers using the feature. Next, I would investigate the accuracy of the wait time estimates provided by the feature. I would review the algorithms and data sources used to generate the wait times, and work with the engineering team to ensure that they are accurate and up-to-date. If there are any issues with the data or algorithms, we would need to fix these before proceeding. After confirming the accuracy of the wait time estimates, I would investigate any issues related to the communication of the wait times to customers. This could include issues with the user interface of the feature, or issues with the way the wait times are communicated to customers through other channels (such as email or SMS). I would work with the design and engineering teams to identify and address any usability issues with the feature. Finally, I would communicate the findings of my investigation to the broader team, including product, engineering, and customer support. I would work with these teams to develop a plan to address any issues identified, and to ensure that we are providing the best possible experience for our customers. This may include changes to the feature, improvements to user communication, or additional customer support resources to help customers with any issues they may encounter.
Diagnosis