Why has Get Well's patient engagement app seen a 20% drop in daily active users over the past month?

Introduction

The recent 20% drop in daily active users for Get Well's patient engagement app is a critical issue that demands immediate attention. This decline could significantly impact patient care outcomes and the company's market position. I'll approach this problem systematically, focusing on identifying the root cause, validating hypotheses, and developing both short-term and long-term solutions.

Step 1

Clarifying Questions (3 minutes)

• Looking at the timing, I'm thinking there might be a seasonal component. Has this drop coincided with any particular time of year or event?

Why it matters: Seasonal patterns could explain temporary fluctuations. Expected answer: No clear seasonal pattern identified. Impact on approach: If seasonal, we'd focus on year-over-year comparisons.

• Considering user segments, I'm wondering if this decline is uniform across all user groups. Have you noticed any particular user segments more affected than others?

Why it matters: Helps pinpoint if the issue is global or specific to certain users. Expected answer: The decline is more pronounced in older patients. Impact on approach: We'd investigate factors specific to that demographic.

• Thinking about recent changes, has there been any significant update to the app or backend systems in the past 1-2 months?

Why it matters: Recent changes often correlate with performance shifts. Expected answer: A minor UI update was released 6 weeks ago. Impact on approach: We'd scrutinize the impact of this update on user engagement.

• Regarding data integrity, has there been any change in how daily active users are measured or reported?

Why it matters: Ensures we're comparing apples to apples in our metrics. Expected answer: No changes in measurement or reporting. Impact on approach: Confirms the issue is with actual usage, not data anomalies.