What factors are causing the sudden 30% decrease in completed insurance eligibility checks through Phreesia's mobile app over the past week?

Introduction

The sudden 30% decrease in completed insurance eligibility checks through Phreesia's mobile app over the past week is a critical issue that demands immediate attention. This significant drop in a key performance indicator could have far-reaching implications for user experience, revenue, and overall product health. 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)

• Given the abrupt nature of the decline, I'm wondering about recent changes. Have there been any updates to the app or backend systems in the past two weeks?

Why it matters: Recent changes often correlate with sudden performance shifts. Expected answer: Yes, a minor update was pushed last week. Impact on approach: If confirmed, I'd prioritize investigating the update's impact.

• Considering user segments, is this decrease uniform across all user types, or are certain groups more affected?

Why it matters: Segmentation helps pinpoint if the issue is user-specific or system-wide. Expected answer: The decrease is more pronounced among new users. Impact on approach: I'd focus on onboarding flows and new user experience if this is the case.

• Looking at the timing, I'm curious about any changes in the insurance landscape. Have there been any significant policy changes or industry events in the past week?

Why it matters: External factors can significantly impact user behavior and system performance. Expected answer: No major industry changes noted. Impact on approach: If true, I'd shift focus more towards internal factors and user experience issues.

• Regarding data integrity, has there been any change in how we're tracking or defining completed eligibility checks?

Why it matters: Ensures we're not dealing with a data anomaly rather than an actual performance issue. Expected answer: No changes in tracking or definitions. Impact on approach: If confirmed, I'd rule out data integrity issues and focus on actual performance factors.