What factors are causing MDLive's prescription renewal feature to have a 15% increase in error rates since the latest app update?

Introduction

MDLive's prescription renewal feature is experiencing a 15% increase in error rates following the latest app update. This issue directly impacts user experience and potentially patient health outcomes. I'll approach this problem systematically, focusing on identifying the root cause, validating hypotheses, and developing both short-term fixes and long-term solutions.

Step 1

Clarifying Questions (3 minutes)

• Looking at the timing, I'm thinking this might be related to the app update. Can you confirm when exactly the error rate increase was first noticed relative to the update release?

Why it matters: Establishes a clear timeline for investigation. Expected answer: Within 24-48 hours of the update. Impact on approach: Narrow focus on changes in the latest release.

• Considering user segments, I'm wondering if this affects all users equally. Are there any patterns in terms of device types, operating systems, or user demographics experiencing higher error rates?

Why it matters: Helps identify if the issue is universal or specific to certain user groups. Expected answer: iOS users on older devices are more affected. Impact on approach: Prioritize investigation of iOS-specific changes or compatibility issues.

• Given the nature of prescription renewals, I'm curious about the specific types of errors occurring. Can you provide more details on the nature of these errors – are they submission failures, data inconsistencies, or something else?

Why it matters: Pinpoints the exact failure points in the renewal process. Expected answer: Mixture of submission failures and data inconsistencies. Impact on approach: Focus on both frontend user interaction and backend data processing.

• Thinking about system changes, have there been any recent updates to the backend systems or APIs that the app interacts with for prescription renewals?

Why it matters: Identifies potential issues beyond the app itself. Expected answer: No significant backend changes. Impact on approach: Concentrate efforts on app-specific issues rather than backend integration.