Should Cityblock prioritize scaling its technology platform to serve more members or focus on deepening services for existing high-need patients?

Introduction

The trade-off we're examining today is whether Cityblock should prioritize scaling its technology platform to serve more members or focus on deepening services for existing high-need patients. This scenario touches on the classic product dilemma of growth versus depth, particularly in the healthcare technology space. I'll analyze this trade-off by examining the business context, user impact, technical considerations, and resource implications to provide a strategic recommendation.

Step 1

Clarifying Questions (3 minutes)

• Business Context: I'm thinking Cityblock's revenue model might be tied to patient outcomes or value-based care. Could you clarify how Cityblock generates revenue and if there are any specific financial incentives tied to patient outcomes or member growth?

Why it matters: Helps align our strategy with the business model Expected answer: Revenue tied to both member count and health outcomes Impact on approach: Would influence balance between growth and service depth

• User Impact: Based on the mention of "high-need patients," I'm assuming there's a significant disparity in resource utilization among members. Can you provide more details on the current split between high-need and standard patients, and how this affects service delivery?

Why it matters: Informs resource allocation and potential impact of focusing on high-need patients Expected answer: 20% of patients consume 80% of resources Impact on approach: Might justify deeper focus on high-need patients if disparity is extreme

• Technical Feasibility: I'm curious about the current state of Cityblock's technology platform. What are the main limitations preventing scaling to serve more members?

Why it matters: Helps assess the effort required for scaling versus deepening services Expected answer: Platform needs significant upgrades for scalability Impact on approach: Could influence timeline and resource allocation for scaling option

• Resource Constraints: Considering the two options, I'm wondering about our current team composition. Do we have more capacity in technology development or in healthcare service delivery?

Why it matters: Helps determine which option aligns better with our current capabilities Expected answer: Stronger technology team, healthcare delivery team at capacity Impact on approach: Might favor scaling technology if tech team has more bandwidth

• Timeline and Urgency: Given the healthcare context, I'm thinking there might be seasonal or regulatory factors at play. Are there any upcoming events or deadlines that could influence the urgency of either scaling or deepening services?

Why it matters: Helps prioritize short-term versus long-term strategies Expected answer: Upcoming open enrollment period or regulatory change Impact on approach: Could necessitate a phased approach or influence prioritization