How can 98point6 improve its virtual waiting room experience to reduce patient anxiety during peak times?

Introduction

To improve 98point6's virtual waiting room experience and reduce patient anxiety during peak times, we need to focus on enhancing user engagement, providing clear communication, and implementing features that address the root causes of anxiety. I'll approach this challenge by first clarifying the context, then analyzing user segments and pain points, generating solutions, and finally prioritizing and measuring the impact of our improvements.

Step 1

Clarifying Questions (5 mins)

• Looking at the product context, I'm thinking about the current user experience flow. Could you walk me through the typical patient journey from logging into the app to entering the virtual waiting room?

Why it matters: Understanding the current flow helps identify potential friction points and opportunities for improvement. Expected answer: Patients log in, select their reason for visit, provide basic symptoms, then enter the waiting room with an estimated wait time. Impact on approach: Would focus on optimizing specific steps in the journey that contribute most to anxiety.

• Considering user behavior, I'm curious about the average wait times during peak periods. Can you share some data on wait time distribution and how it compares to patient expectations?

Why it matters: Misalignment between expectations and reality often leads to anxiety. Expected answer: Average wait time of 15-20 minutes, with 30% of patients waiting longer than expected. Impact on approach: Would prioritize solutions that manage expectations or reduce perceived wait time.

• Regarding pain points and market position, how does 98point6's virtual waiting experience compare to key competitors, and what specific feedback have we received from users?

Why it matters: Identifies competitive advantages and areas for improvement. Expected answer: Competitive in features but lagging in user satisfaction due to anxiety during waits. Impact on approach: Would focus on innovative solutions that differentiate 98point6 from competitors.

• Thinking about company alignment, what are the key performance indicators (KPIs) that 98point6 is currently tracking for the virtual waiting room experience?

Why it matters: Ensures our solutions align with broader business objectives. Expected answer: Patient satisfaction scores, drop-off rates during wait times, and average wait duration. Impact on approach: Would tailor solutions to directly impact these KPIs while reducing anxiety.