Why has Phreesia's patient check-in kiosk usage dropped 15% across partner clinics in the last month?

Introduction

The recent 15% drop in Phreesia's patient check-in kiosk usage across partner clinics is a concerning trend that requires immediate attention. To address this issue, I'll employ a systematic approach to identify, validate, and resolve the root cause while considering both short-term fixes and long-term strategic implications.

Step 1

Clarifying Questions (3 minutes)

• Considering the timing, I'm wondering if there have been any recent updates to the kiosk software or hardware. Have there been any changes to the kiosk system in the past month?

Why it matters: Recent changes could directly impact user experience and adoption. Expected answer: Yes, a software update was rolled out three weeks ago. Impact on approach: If confirmed, we'd focus on the update's features and potential bugs.

• Looking at the user demographics, I'm curious about any shifts in patient population. Has there been any significant change in the age distribution of patients using the clinics?

Why it matters: Different age groups may have varying comfort levels with technology. Expected answer: No significant changes in patient demographics. Impact on approach: If unchanged, we'd look more closely at the kiosk system itself rather than user factors.

• Considering clinic operations, I'm wondering about staff involvement. Has there been any change in how clinic staff assist or encourage kiosk usage?

Why it matters: Staff play a crucial role in guiding patients and promoting kiosk use. Expected answer: Some clinics have reported reduced staff availability. Impact on approach: If confirmed, we'd investigate the impact of staff support on kiosk usage.

• Thinking about alternative check-in methods, have any new options been introduced recently, such as mobile check-in?

Why it matters: New alternatives could be drawing users away from kiosks. Expected answer: A mobile check-in pilot was launched in some clinics. Impact on approach: If true, we'd analyze the relationship between mobile adoption and kiosk usage decline.