How can UW Health improve its MyChart patient portal to streamline appointment scheduling and follow-ups?

Introduction

To improve UW Health's MyChart patient portal for streamlined appointment scheduling and follow-ups, we need to analyze the current user experience, identify pain points, and develop innovative solutions. I'll approach this by examining user segments, analyzing pain points, generating solutions, and proposing metrics for success.

Step 1

Clarifying Questions (5 mins)

• Looking at the product context, I'm thinking MyChart might be at a critical stage where user adoption and engagement are key priorities. Could you help me understand the current user base size and growth rate for MyChart at UW Health?

Why it matters: Determines if we should focus on acquisition or retention strategies. Expected answer: Moderate user base with steady but slowing growth. Impact on approach: Would prioritize engagement and feature optimization over aggressive user acquisition.

• Considering the importance of cross-platform accessibility in healthcare, I'm curious about the current device usage patterns. What's the breakdown of MyChart access between mobile devices and desktop computers?

Why it matters: Influences the focus of our improvement efforts. Expected answer: 60% mobile, 40% desktop usage. Impact on approach: Would prioritize mobile experience while ensuring desktop parity.

• Given the potential complexity of healthcare scheduling, I'm wondering about the current appointment types supported. What range of appointment types can patients currently schedule through MyChart, and are there any that are notably absent?

Why it matters: Identifies potential gaps in scheduling functionality. Expected answer: Basic appointments supported, but specialized services require phone calls. Impact on approach: Would explore expanding self-service options for more appointment types.

• Considering the follow-up aspect, I'm curious about the current patient engagement rates post-appointment. What percentage of patients actively engage with follow-up tasks or communications through MyChart after their appointments?

Why it matters: Highlights potential areas for improving the post-appointment experience. Expected answer: 50% engagement rate for follow-up tasks. Impact on approach: Would focus on increasing engagement and completion rates for post-appointment activities.