How can we explain the declining completion rates of prescribed exercises in Sword Health's musculoskeletal treatment app over the past two weeks?

Introduction

The declining completion rates of prescribed exercises in Sword Health's musculoskeletal treatment app over the past two weeks is a critical issue that demands immediate attention. To address this problem, I'll employ a systematic approach to identify, validate, and resolve the root cause while considering both short-term and long-term implications.

My analysis will follow a structured framework, beginning with clarifying questions to gather essential context. I'll then rule out basic external factors before diving deep into product understanding, metric breakdown, and data-driven hypothesis formation. This will lead to a thorough root cause analysis, validation steps, and a comprehensive resolution plan.

Step 1

Clarifying Questions (3 minutes)

• Looking at the timing, I'm thinking there might have been a recent app update. Has there been any significant change to the app's UI or functionality in the last month?

Why it matters: Recent changes could directly impact user behavior. Expected answer: Yes, there was a UI refresh two weeks ago. Impact on approach: If confirmed, I'd focus on UI/UX-related hypotheses.

• Considering user segments, I'm curious about the distribution of the decline. Is the drop in completion rates uniform across all user groups, or are certain demographics more affected?

Why it matters: Helps identify if the issue is universal or specific to certain user types. Expected answer: The decline is more pronounced among older users. Impact on approach: I'd prioritize investigating accessibility and usability issues for older demographics.

• Regarding the exercise types, I'm wondering if the decline is consistent across all prescribed exercises or if it's more pronounced for specific types?

Why it matters: Could indicate issues with particular exercise routines or instructions. Expected answer: The decline is more significant for longer, more complex exercises. Impact on approach: I'd focus on analyzing the complexity and time requirements of exercises.

• Thinking about external factors, have there been any changes in insurance coverage or reimbursement policies for digital health solutions in the past month?

Why it matters: External policy changes could affect user motivation. Expected answer: No significant changes in coverage or policies. Impact on approach: If confirmed, I'd focus more on internal factors and user experience issues.

• Considering data integrity, has there been any change in how completion rates are measured or reported in the last month?

Why it matters: Ensures we're dealing with a real issue, not a data anomaly. Expected answer: No changes in measurement or reporting methods. Impact on approach: If confirmed, I'd proceed with confidence that the decline is genuine.