Why has UW Health's patient portal login rate dropped by 15% over the past month?

Introduction

The recent 15% drop in UW Health's patient portal login rate over the past month is a concerning trend that requires immediate attention. As we delve into this issue, we'll employ a systematic approach to identify, validate, and address 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 fluctuations in usage. Expected answer: No significant seasonal correlation. Impact on approach: If seasonal, we'd focus on annual trends; if not, we'd investigate recent changes.

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

Why it matters: Identifies if the issue is widespread or localized to specific user groups. Expected answer: The drop is more pronounced in older users. Impact on approach: We'd tailor our solution to address the needs of the most affected segments.

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

Why it matters: Recent changes could directly impact user behavior. Expected answer: A minor update was implemented to improve security. Impact on approach: We'd scrutinize the update's impact on user experience and accessibility.

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

Why it matters: Technical issues could deter users from logging in. Expected answer: No significant performance issues reported. Impact on approach: If performance issues exist, we'd prioritize technical fixes; if not, we'd focus on user experience and engagement strategies.