For Providence Health & Services's MyChart patient portal, should we prioritize adding new features or improving existing functionality and user experience?

Introduction

The trade-off we're examining today is whether Providence Health & Services should prioritize adding new features to their MyChart patient portal or focus on improving existing functionality and user experience. This decision is crucial for the portal's success and patient satisfaction. I'll analyze this trade-off by considering user needs, business goals, and technical constraints.

Step 1

Clarifying Questions (3 minutes)

• Context: I'm assuming MyChart is a critical patient engagement tool. Could you confirm if it's the primary digital touchpoint for patients with Providence Health & Services?

Why it matters: Helps determine the portal's strategic importance Expected answer: Yes, it's the main digital interface for patients Impact: If true, would emphasize the need for a robust, user-friendly platform

• Business Context: Based on healthcare trends, I'm thinking patient engagement might be a key performance indicator. How does MyChart's performance tie into Providence's overall strategic goals?

Why it matters: Aligns solution with business objectives Expected answer: Strong correlation between MyChart usage and patient satisfaction/retention Impact: Would influence whether to focus on new features or existing functionality

• User Impact: Considering the diverse patient population, I'm curious about user adoption rates across different demographics. Can you share any insights on which user segments are most active or struggling with the current version?

Why it matters: Identifies areas for improvement or expansion Expected answer: Lower adoption among older patients or those with chronic conditions Impact: Might suggest prioritizing UX improvements for these segments

• Technical: Given the sensitive nature of healthcare data, I'm assuming there are strict security and compliance requirements. How flexible is the current architecture for adding new features versus optimizing existing ones?

Why it matters: Determines feasibility of different approaches Expected answer: Rigid architecture due to compliance needs Impact: Might favor improving existing features over adding new ones

• Resource: Considering the specialized skills needed for healthcare tech, I'm wondering about the current team composition. Do we have more resources in feature development or UX/UI optimization?

Why it matters: Affects ability to execute different strategies Expected answer: Balanced team, but slightly more feature developers Impact: Might influence decision based on available expertise