What metrics would you use to evaluate Intermountain Healthcare's My Health+ patient portal app?

Introduction

Evaluating the success of Intermountain Healthcare's My Health+ patient portal app requires a comprehensive approach to product success metrics. To address this challenge effectively, I'll follow a structured framework that covers core metrics, supporting indicators, and risk factors while considering all key stakeholders. This approach will help us gain a holistic view of the app's performance and impact.

Step 1

Product Context

My Health+ is a patient portal app developed by Intermountain Healthcare, a not-for-profit healthcare system serving patients in Utah and Idaho. The app aims to provide patients with easy access to their health information, appointment scheduling, and communication with healthcare providers.

Key stakeholders include:

1. Patients: Seeking convenient access to health information and services
2. Healthcare providers: Looking to improve patient engagement and streamline communication
3. Intermountain Healthcare: Aiming to enhance patient satisfaction and operational efficiency

User flow typically involves:

1. Logging in securely
2. Accessing health records, test results, and medications
3. Scheduling appointments or requesting prescription refills
4. Communicating with healthcare providers through secure messaging

The app fits into Intermountain's broader strategy of digital transformation and patient-centered care. Compared to competitors like MyChart or FollowMyHealth, My Health+ aims to offer a more integrated and user-friendly experience tailored to Intermountain's specific patient population.

In terms of product lifecycle, My Health+ is likely in the growth stage, focusing on increasing adoption and expanding features based on user feedback.