Why has the number of completed teleconsultations on Halodoc dropped by 30% in the last week?

Introduction

The recent 30% drop in completed teleconsultations on Halodoc is a critical issue that demands immediate attention. This significant decline in a core product metric could have far-reaching implications for user satisfaction, revenue, and overall business health. To address this problem, I'll employ a systematic approach to identify, validate, and resolve the root cause while considering both short-term fixes and long-term strategic implications.

Step 1

Clarifying Questions (3 minutes)

• Looking at the timing, I'm thinking there might be a recent change in the platform. Has there been any significant update or feature release in the past week?

Why it matters: Recent changes often correlate with metric shifts. Expected answer: Yes, a new UI was implemented. Impact on approach: If yes, we'd focus on the new feature's impact; if no, we'd look at external factors.

• Considering user segments, I'm curious about the distribution of the decline. Is the 30% drop uniform across all user groups, or is it more pronounced in specific segments?

Why it matters: Helps identify if the issue is systemic or segment-specific. Expected answer: The drop is more significant among older users. Impact on approach: A segment-specific issue would lead us to investigate that particular group's needs and behaviors.

• Given the nature of teleconsultations, I'm wondering about any changes in the healthcare landscape. Have there been any recent policy changes or public health announcements that might affect telehealth usage?

Why it matters: External factors can significantly impact user behavior. Expected answer: No major policy changes, but flu season is ending. Impact on approach: If yes, we'd need to adapt our strategy to the new healthcare environment; if no, we'd focus more on internal factors.

• Thinking about system performance, I'm concerned about potential technical issues. Have there been any reported increases in app crashes, connection failures, or other technical problems in the last week?

Why it matters: Technical issues can directly impact completion rates. Expected answer: Some users reported longer loading times. Impact on approach: Technical problems would shift our focus to the engineering team and infrastructure improvements.