Why has UW Health's MyChart mobile app seen a 25% decrease in active users since the latest update two weeks ago?

Introduction

The recent 25% decrease in active users for UW Health's MyChart mobile app is a critical issue that demands immediate attention. This analysis will systematically investigate the root cause of this significant drop in user engagement, considering both internal and external factors that may have contributed to the decline. Our approach will involve a thorough examination of the app's functionality, user behavior, and potential technical issues, as well as broader market and environmental factors.

Step 1

Clarifying Questions (3 minutes)

• Looking at the timing, I'm thinking there might be a correlation between the latest update and the user decline. Could you provide more details about the changes implemented in the latest update?

Why it matters: Understanding the specific changes can help identify potential friction points introduced in the update. Expected answer: A list of major features or changes in the update. Impact on approach: If significant changes were made, we'd focus on those areas first.

• I'm curious about the user segments affected. Has the 25% decrease been uniform across all user groups, or are certain demographics more impacted?

Why it matters: This helps determine if the issue is universal or specific to certain user types. Expected answer: Data showing the breakdown of user decline across different segments. Impact on approach: If specific groups are more affected, we'd tailor our investigation and solutions accordingly.

• Considering the healthcare context, I'm wondering if there have been any recent changes in health regulations or policies that might have affected app usage. Are you aware of any such changes?

Why it matters: External factors like policy changes can significantly impact healthcare app usage. Expected answer: Information on any relevant policy changes or lack thereof. Impact on approach: If policy changes are involved, we'd need to consider compliance and adaptation strategies.

• I'm thinking about potential technical issues. Have there been any reported increases in app crashes, login problems, or server downtime since the update?

Why it matters: Technical problems can directly lead to decreased user engagement. Expected answer: Data on app performance metrics before and after the update. Impact on approach: If technical issues are prevalent, we'd prioritize fixing these immediate problems.