What factors are contributing to the sudden 20% increase in abandoned video calls on Amwell's telepsychiatry platform this quarter?

Introduction

The sudden 20% increase in abandoned video calls on Amwell's telepsychiatry platform this quarter is a critical issue that demands immediate attention. This analysis will systematically identify, validate, and address 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 platform change. Has there been any significant update to the video call system in the last quarter?

Why it matters: Recent changes often correlate with performance shifts. Expected answer: Yes, a new video codec was implemented. Impact on approach: If confirmed, we'd focus on technical aspects first.

• Considering user segments, I'm curious about the distribution. Are we seeing this increase across all user groups or is it concentrated in specific demographics?

Why it matters: Helps identify if it's a universal issue or specific to certain users. Expected answer: The increase is more pronounced among older users. Impact on approach: If true, we'd investigate usability issues for that demographic.

• Regarding performance metrics, I'm wondering about call quality. Have there been any changes in network performance or latency during this period?

Why it matters: Technical performance directly impacts user experience and call completion. Expected answer: Some users have reported increased lag times. Impact on approach: This would shift focus to infrastructure and connectivity issues.

• Thinking about external factors, has there been any change in competitor offerings or market conditions that might influence user behavior?

Why it matters: External changes can drive user expectations and behavior. Expected answer: A major competitor recently launched a new user interface. Impact on approach: We'd need to consider UX improvements and feature parity.