For UW Health's patient portal, should we prioritize adding more self-service features or focus on improving the interface for easier navigation by older users?

Introduction

For UW Health's patient portal, we're facing a critical trade-off between adding more self-service features and improving the interface for easier navigation by older users. This decision will significantly impact user experience, operational efficiency, and potentially, patient outcomes. I'll analyze this trade-off by examining user needs, technical considerations, and business implications to recommend the most strategic path forward.

Step 1

Clarifying Questions (3 minutes)

• Based on the current user demographics, I'm thinking older users might represent a significant portion of our patient base. Could you provide a breakdown of our user age distribution and their engagement levels with the portal?

Why it matters: Helps prioritize interface improvements vs. new features Expected answer: 40% of users are 65+, with lower engagement rates Impact on approach: Would lean towards interface improvements if confirmed

• Considering our revenue model, I'm assuming the portal indirectly impacts patient retention and acquisition. How does portal usage correlate with patient loyalty and new patient sign-ups?

Why it matters: Aligns portal strategy with business objectives Expected answer: Strong correlation between portal usage and patient retention Impact on approach: Would prioritize features that drive engagement and retention

• Looking at our technical infrastructure, I'm wondering about the flexibility of our current system. How modular is our portal architecture, and what's our capacity for implementing new features vs. redesigning the interface?

Why it matters: Determines feasibility and resource allocation Expected answer: Modular architecture, but limited front-end resources Impact on approach: Might favor interface improvements if easier to implement

• Regarding our strategic priorities, I'm curious about our long-term vision for patient care. Are we moving towards more remote health management or focusing on in-person care optimization?

Why it matters: Ensures alignment with long-term business strategy Expected answer: Increasing focus on remote health management Impact on approach: Would lean towards more self-service features if confirmed

• Considering project timelines, I'm thinking about immediate vs. long-term impact. What's our target timeframe for seeing measurable improvements in patient engagement or operational efficiency?

Why it matters: Helps balance short-term wins with long-term strategy Expected answer: Expecting improvements within 6-12 months Impact on approach: Might suggest a phased approach, starting with quick wins