For Zocdoc's video consultation feature, should we focus on increasing adoption among providers or enhancing the patient experience and ease of use?

Introduction

For Zocdoc's video consultation feature, we're faced with a critical trade-off: should we prioritize increasing adoption among providers or focus on enhancing the patient experience and ease of use? This decision will significantly impact our product strategy and user engagement. I'll analyze this trade-off by examining key metrics, stakeholder impacts, and potential outcomes to provide a data-driven recommendation.

Step 1

Clarifying Questions (3 minutes)

• Based on our current market position, I'm thinking provider adoption might be lagging. Could you share our current provider adoption rate for video consultations compared to in-person appointments?

Why it matters: Helps determine if provider adoption is actually a bottleneck Expected answer: Video consultation adoption is significantly lower, around 20-30% Impact on approach: Low adoption would prioritize provider-focused initiatives

• Considering user behavior, I'm assuming patients are increasingly demanding video consultations. What's the trend in patient requests for video vs. in-person appointments over the last 6 months?

Why it matters: Indicates if we're meeting patient demand or if there's untapped potential Expected answer: Steady increase in video consultation requests, perhaps 15-20% month-over-month growth Impact on approach: High growth would emphasize improving patient experience to capitalize on demand

• From a technical standpoint, I'm curious about our current video platform's scalability. What's our current capacity utilization during peak hours, and have we experienced any performance issues?

Why it matters: Determines if technical limitations are hindering adoption or user experience Expected answer: 70-80% utilization during peak hours with occasional lag issues Impact on approach: High utilization would necessitate technical improvements before scaling further

• Regarding our resources, I'm wondering about our team's capacity. How are our product and engineering resources currently allocated between provider-facing and patient-facing initiatives?

Why it matters: Helps understand if we have the right balance of resources to tackle both sides of the marketplace Expected answer: 60% provider-facing, 40% patient-facing Impact on approach: Imbalance might require resource reallocation to address the chosen priority

• Considering our strategic priorities, how does improving our video consultation feature align with our company's goals for the next 12 months?

Why it matters: Ensures our focus aligns with broader company objectives Expected answer: High priority, aiming for 50% of consultations to be video-based within a year Impact on approach: Would justify significant investment and potentially aggressive timelines