Why has Maximus's Medicaid enrollment assistance service seen a 15% drop in successful applications over the past quarter?

Introduction

Maximus's Medicaid enrollment assistance service has experienced a concerning 15% drop in successful applications over the past quarter. This decline in a critical metric requires a thorough investigation to identify the root cause and develop effective solutions. I'll approach this analysis systematically, examining both internal and external factors that could be contributing to this issue.

Step 1

Clarifying Questions (3 minutes)

• Looking at the timing, I'm thinking there might be seasonal factors at play. Has this 15% drop been consistent across all months of the quarter, or is it more pronounced in certain months?

Why it matters: Seasonal patterns could indicate external factors rather than internal issues. Expected answer: The drop has been relatively consistent. Impact on approach: If consistent, we'd focus more on internal factors; if seasonal, we'd investigate external influences.

• Considering user segments, I'm wondering if this decline is uniform across all demographics. Have you noticed any particular user groups more affected by this drop in successful applications?

Why it matters: Identifying specific affected groups could point to targeted issues or changes. Expected answer: The drop is more pronounced among elderly applicants. Impact on approach: If specific groups are more affected, we'd tailor our investigation and solutions to those segments.

• Thinking about recent changes, I'm curious if there have been any updates to the application process or user interface in the past quarter. Have any significant changes been implemented recently?

Why it matters: Recent changes could directly impact user experience and success rates. Expected answer: A new form validation system was implemented two months ago. Impact on approach: If changes coincide with the drop, we'd focus on their impact and potential rollback or optimization.

• Considering data integrity, I'm wondering about the consistency of our measurement systems. Has there been any change in how we define or measure "successful applications" in the past quarter?

Why it matters: Ensures we're comparing apples to apples and not facing a data anomaly. Expected answer: No changes in measurement or definition. Impact on approach: If there were changes, we'd need to reassess our baseline and potentially recalculate the drop.