How can Internet Brands improve its WebMD Symptom Checker to provide more accurate and personalized results?

Introduction

To improve WebMD's Symptom Checker for more accurate and personalized results, we need to analyze user behavior, leverage advanced technologies, and enhance the overall user experience. I'll outline a strategic approach to address this challenge, focusing on key user segments, pain points, and innovative solutions.

Step 1

Clarifying Questions

• Looking at the product context, I'm thinking about the primary use cases for WebMD's Symptom Checker. Could you share more about how users typically interact with this tool and what their main goals are?

Why it matters: Understanding user intentions helps prioritize improvements. Expected answer: Users often seek quick, preliminary health information before deciding to see a doctor. Impact on approach: Would focus on improving accuracy and providing clear next steps.

• Considering user behavior, I'm curious about cross-platform usage patterns. How do users typically access the Symptom Checker - is it primarily through mobile devices, desktop, or a mix?

Why it matters: Determines if we need to optimize for specific platforms or create a more unified experience. Expected answer: Increasing mobile usage, but still significant desktop traffic. Impact on approach: Would prioritize mobile optimization while ensuring consistency across platforms.

• Regarding pain points and market position, how does WebMD's Symptom Checker currently compare to competitors in terms of accuracy and user satisfaction?

Why it matters: Helps identify areas for differentiation and improvement. Expected answer: Strong brand recognition, but facing increased competition from AI-driven health apps. Impact on approach: Would focus on leveraging WebMD's extensive health database while incorporating AI advancements.

• Thinking about company alignment, what are the key metrics or OKRs that Internet Brands is focusing on for WebMD's Symptom Checker?

Why it matters: Ensures our improvements align with broader business objectives. Expected answer: Increasing user engagement, improving accuracy of results, and driving traffic to other WebMD content. Impact on approach: Would prioritize solutions that directly impact these metrics.