Should Doctolib prioritize adding more healthcare providers or improving existing user experience?

Introduction

The trade-off between adding more healthcare providers to Doctolib's platform versus improving the existing user experience is a critical decision that will shape our product strategy and impact our users. This scenario touches on the core of our value proposition: connecting patients with healthcare providers efficiently. I'll analyze this trade-off by examining our current product state, potential impacts, and proposing a data-driven approach to make an informed decision.

Step 1

Clarifying Questions (3 minutes)

• Context: I'm assuming Doctolib is facing growth challenges. Could you provide more context on our current market position and user growth trends?

Why it matters: Helps determine if we need to focus on acquisition or retention. Expected answer: Steady growth but facing increased competition. Impact: If growth is slowing, it might lean towards adding providers.

• Business Context: Based on our revenue model, I'm thinking provider subscriptions are our primary income source. Is this correct, and how does user experience factor into our monetization strategy?

Why it matters: Aligns decision with revenue drivers. Expected answer: Provider subscriptions are primary, but user satisfaction drives provider retention. Impact: Balanced approach might be necessary if both directly impact revenue.

• User Impact: I'm considering our user segments. Can you share which user group (patients or providers) has expressed more dissatisfaction recently?

Why it matters: Identifies the most pressing area for improvement. Expected answer: Patients have reported more issues with booking and navigation. Impact: Might prioritize UX improvements if patient satisfaction is declining.

• Technical: Considering our current architecture, how complex would it be to onboard a significant number of new providers quickly?

Why it matters: Assesses feasibility of rapid expansion. Expected answer: Moderate complexity, would require additional resources. Impact: If highly complex, might favor UX improvements in the short term.

• Resource: I'm curious about our team capacity. Do we have more bandwidth in our provider onboarding team or our UX/UI team currently?

Why it matters: Determines where we can make faster progress. Expected answer: UX team has more immediate capacity. Impact: Might influence short-term focus on UX improvements.