What factors are contributing to the recent 20% increase in customer support inquiries related to Capsule's prescription refill reminders?

Introduction

The recent 20% increase in customer support inquiries related to Capsule's prescription refill reminders is a concerning trend that requires immediate attention. This analysis will systematically identify, validate, and address the root cause while considering both short-term fixes and long-term strategic implications for our prescription management platform.

Step 1

Clarifying Questions (3 minutes)

• Looking at the timing, I'm thinking there might be a recent change in our reminder system. Has there been any update to our reminder algorithms or notification system in the past month?

Why it matters: Recent changes could directly impact user experience and trigger support inquiries. Expected answer: Yes, we updated the reminder algorithm two weeks ago. Impact on approach: If confirmed, we'd focus on the new algorithm's performance and user adaptation.

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

Why it matters: Identifying affected segments helps narrow down potential causes and tailor solutions. Expected answer: The increase is primarily seen in users over 60 with multiple prescriptions. Impact on approach: We'd investigate factors specific to this user group and their prescription management needs.

• Given the nature of our service, I'm wondering about any changes in pharmacy partnerships or prescription policies. Have there been any significant shifts in our pharmacy network or insurance coverage rules recently?

Why it matters: External changes could indirectly affect our reminder system's effectiveness. Expected answer: No major changes in partnerships, but some insurance providers adjusted their refill policies. Impact on approach: We'd examine how policy changes might be interacting with our reminder system.

• Thinking about system performance, I'm concerned about potential technical issues. Have we observed any unusual patterns in system uptime, latency, or error rates coinciding with this increase in support inquiries?

Why it matters: Technical problems could lead to missed or incorrect reminders, frustrating users. Expected answer: There was a brief outage last week, but it was quickly resolved. Impact on approach: We'd investigate the outage's impact and any lingering effects on the reminder system.