What's causing the sudden increase in appointment cancellation rates for specialist consultations in the Paris region on Doctolib?

Introduction

The sudden increase in appointment cancellation rates for specialist consultations in the Paris region on Doctolib is a critical issue that requires immediate attention. This analysis will systematically identify, validate, and address the root cause while considering both short-term and long-term implications for the platform and its users.

To tackle this problem, I'll follow a structured approach that covers issue identification, hypothesis generation, validation, and solution development. My response will be organized into distinct sections, each focusing on a crucial aspect of the analysis.

Step 1

Clarifying Questions (3 minutes)

• Looking at the timing, I'm thinking there might be a seasonal factor at play. Has this increase in cancellations coincided with any particular time of year or event in Paris?

Why it matters: Seasonal patterns could explain temporary spikes and inform our solution approach. Expected answer: The increase started in early summer. Impact on approach: If seasonal, we'd focus on temporary adjustments rather than systemic changes.

• Considering user segments, I'm wondering if this is affecting all specialists equally. Are we seeing higher cancellation rates for certain types of specialists or appointment durations?

Why it matters: This could point to specific issues within certain medical fields or appointment types. Expected answer: Dermatologists and short consultations are most affected. Impact on approach: We'd tailor our solution to address the most impacted segments first.

• Thinking about recent changes, have there been any updates to the booking or cancellation process on Doctolib in the past few months?

Why it matters: Recent changes could have unintended consequences on user behavior. Expected answer: A new cancellation feature was implemented two months ago. Impact on approach: We'd focus on analyzing the impact of this specific feature change.

• Considering external factors, has there been any significant change in healthcare policies or insurance coverage in the Paris region recently?

Why it matters: Policy changes could affect patient behavior across the board. Expected answer: No major policy changes have been reported. Impact on approach: We'd shift focus to internal factors and user behavior patterns.