Why has Cedar's patient billing portal seen a 15% drop in user engagement over the past month?

Introduction

Cedar's patient billing portal has experienced a 15% drop in user engagement over the past month, raising concerns about the platform's effectiveness and user satisfaction. This analysis will systematically identify, validate, and address the root cause of this decline, considering both immediate and long-term implications for the product and its users.

Step 1

Clarifying Questions (3 minutes)

• Looking at the timing, I'm thinking there might be a seasonal component. Has this 15% drop been compared to the same period last year?

Why it matters: Seasonal patterns could explain engagement fluctuations. Expected answer: No significant seasonal pattern observed in previous years. Impact on approach: If seasonal, we'd focus on adapting to cyclical user behavior.

• Considering user segments, I'm curious about the distribution of the engagement drop. Is the 15% decrease uniform across all user types, or are certain segments more affected?

Why it matters: Identifies whether the issue is global or segment-specific. Expected answer: The drop is more pronounced among first-time users. Impact on approach: We'd prioritize onboarding and first-time user experience improvements.

• Thinking about recent changes, have there been any updates to the portal's UI/UX or functionality in the past 1-2 months?

Why it matters: Recent changes could directly impact user engagement. Expected answer: A minor update to the payment flow was implemented 6 weeks ago. Impact on approach: We'd scrutinize the impact of this change on user behavior.

• Considering external factors, has there been any change in the healthcare landscape or insurance policies that might affect billing practices?

Why it matters: External factors could influence user need for the portal. Expected answer: No significant changes in healthcare policies recently. Impact on approach: We'd focus more on internal factors if external influences are minimal.