What factors are causing the sudden increase in cancellation rates for CareRev's per diem shifts in the Chicago market?

Introduction

The sudden increase in cancellation rates for CareRev's per diem shifts in the Chicago market is a critical issue that demands immediate attention. This analysis will systematically identify, validate, and address the root cause while considering both short-term and long-term implications for the product and business.

I'll approach this problem by first clarifying key details, ruling out external factors, and then diving deep into the product, user journey, and metrics. From there, I'll generate data-driven hypotheses, conduct root cause analysis, and propose validation methods and solutions.

Step 1

Clarifying Questions (3 minutes)

• Looking at the timing, I'm thinking there might be a seasonal component. Has this increase in cancellations coincided with any particular time of year or event in Chicago?

Why it matters: Seasonal factors could explain the shift and inform our solution approach. Expected answer: The increase started in the last month, which coincides with the beginning of summer. Impact on approach: If seasonal, we'd focus on strategies to mitigate summer-related cancellations.

• Considering user segments, I'm wondering if this is affecting all healthcare professionals equally. Are we seeing higher cancellation rates in specific specialties or experience levels?

Why it matters: Identifying affected segments helps narrow down potential causes. Expected answer: Cancellations are higher among nurses with less than 2 years of experience. Impact on approach: We'd investigate factors specific to newer nurses and tailor solutions accordingly.

• Thinking about recent changes, have there been any updates to the shift booking process or app interface in the last few months?

Why it matters: Product changes could inadvertently lead to increased cancellations. Expected answer: A new shift recommendation algorithm was implemented 6 weeks ago. Impact on approach: We'd scrutinize the algorithm's impact on shift matching and user satisfaction.

• Considering market dynamics, has there been any significant change in healthcare staffing demand or competing platforms' offerings in Chicago recently?

Why it matters: External market forces could be influencing cancellation behavior. Expected answer: A new staffing platform launched aggressive promotions last month. Impact on approach: We'd analyze our competitive positioning and value proposition.