Why has Providence Health & Services's MyChart patient portal seen a 15% drop in active users over the past month?

Introduction

The recent 15% drop in active users of Providence Health & Services's MyChart patient portal over the past month 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)

• 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 curious about the distribution of the drop. Is the 15% decrease uniform across all user groups or concentrated in specific demographics?

Why it matters: Helps identify if the issue is global or specific to certain users. Expected answer: The drop is more pronounced among older users. Impact on approach: We'd investigate factors specifically affecting older users.

• Thinking about recent changes, have there been any updates to the MyChart portal or related systems in the past 1-2 months?

Why it matters: Recent changes often correlate with usage fluctuations. Expected answer: A minor UI update was implemented 6 weeks ago. Impact on approach: We'd examine the impact of this update on user behavior.

• Considering data integrity, has there been any change in how active users are measured or tracked?

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