Run 5 Whys on a cancellation spike

Same-day cancellations in a childcare marketplace rose from 3% to 12% after a new booking flow launched. 5 Whys moves from visible symptom to fixable system cause. The common trap is stopping at the actor closest to the failure: "sitters are unreliable." That creates punishment before diagnosis. Why 1 Why did bookings cancel? Sitters declined after accepting when they read late pickup details. The first answer identifies the immediate failure, not the root cause. Why 2 Why were late pickup details discovered after acceptance? Parents added them in free-text messages after the booking request. The failure involves information timing. Why…

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