Why has UPMC's MyUPMC patient portal seen a 15% drop in active users over the past month?

Introduction

The recent 15% drop in active users for UPMC's MyUPMC patient portal over the past month is a significant concern that requires immediate attention and a thorough root cause analysis. To address this issue, I'll employ a systematic approach to identify, validate, and resolve the underlying factors contributing to this decline in user engagement.

Step 1

Clarifying Questions (3 minutes)

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

Why it matters: Seasonal patterns could explain temporary fluctuations in usage. Expected answer: No clear seasonal trend identified. Impact on approach: If seasonal, we'd focus on annual patterns; if not, we'll investigate recent changes.

• Considering user segments, I'm curious about the distribution of the drop. Is the 15% decrease uniform across all user groups, or are certain demographics more affected?

Why it matters: Identifying specific affected groups could pinpoint targeted issues. Expected answer: The drop is more pronounced among older users. Impact on approach: We'd focus on accessibility and usability for older demographics if this is the case.

• Thinking about recent changes, have there been any updates to the portal's features or user interface in the past 1-2 months?

Why it matters: Recent changes could directly impact user behavior and engagement. Expected answer: A minor UI update was implemented six weeks ago. Impact on approach: We'd scrutinize the impact of these changes on user experience and navigation.

• Regarding system performance, have there been any reported issues with portal uptime or response times recently?

Why it matters: Technical problems could deter users from accessing the portal. Expected answer: No significant outages, but some intermittent slowdowns reported. Impact on approach: We'd investigate the correlation between performance issues and user drop-off.