What innovative features could DaVita add to its patient portal to increase engagement and adherence to treatment plans?

Introduction

To increase engagement and adherence to treatment plans on DaVita's patient portal, we need to identify innovative features that address user pain points and leverage emerging technologies. I'll approach this challenge by first understanding the current context, then analyzing user segments and pain points before proposing and evaluating solutions.

Step 1

Clarifying Questions

• Looking at the product context, I'm thinking about the primary use cases for DaVita's patient portal. Could you help me understand what are the key features and main activities patients currently engage with on the portal?

Why it matters: Determines the baseline functionality and areas for potential improvement. Expected answer: Appointment scheduling, medication tracking, lab results viewing, and educational resources. Impact on approach: Would focus on enhancing existing features or introducing complementary ones.

• Considering user behavior, I'm curious about cross-platform usage patterns. Are patients primarily accessing the portal via mobile devices, desktop computers, or both? How does this impact their interaction with the portal?

Why it matters: Influences the design and functionality of new features. Expected answer: Primarily mobile usage with some desktop access for more complex tasks. Impact on approach: Would prioritize mobile-first design and features that leverage smartphone capabilities.

• Regarding pain points and market position, how does DaVita's patient portal currently compare to competitors in terms of user satisfaction and feature set?

Why it matters: Helps identify areas where we can differentiate and improve. Expected answer: Competitive in core features but lacking in some advanced functionalities. Impact on approach: Would focus on innovative features that set DaVita apart from competitors.

• Thinking about company alignment, what are the key metrics DaVita is currently using to measure engagement and treatment adherence? Are there specific targets we're aiming to improve?

Why it matters: Ensures our solutions align with company goals and can be measured effectively. Expected answer: Metrics include login frequency, time spent on portal, and medication adherence rates. Impact on approach: Would tailor solutions to directly impact these key metrics.