How might GoHealth enhance its telehealth services to better support patients with chronic conditions?

Introduction

GoHealth's telehealth services for patients with chronic conditions present a significant opportunity for improvement. As we explore potential enhancements, we'll focus on understanding user needs, identifying pain points, and developing innovative solutions that align with GoHealth's strategic objectives. Let's begin by clarifying some key aspects of the current situation.

Step 1

Clarifying Questions (5 mins)

• Looking at the product context, I'm thinking about the specific chronic conditions GoHealth currently supports. Could you provide more information on the primary conditions we're targeting and any data on their prevalence among our user base?

Why it matters: This helps us prioritize which conditions to focus on for improvements. Expected answer: Diabetes, hypertension, and COPD are the top three conditions. Impact on approach: We'd tailor solutions to these specific conditions and their unique care needs.

• Considering user behavior, I'm curious about the current engagement patterns. What's the average frequency of telehealth visits for our chronic condition patients, and how does this compare to in-person visit recommendations?

Why it matters: This helps us understand if we're meeting care guidelines and where there might be gaps. Expected answer: Patients average 3-4 telehealth visits per year, below the recommended 6-8 for most chronic conditions. Impact on approach: We'd focus on increasing engagement and visit frequency to meet care standards.

• Regarding pain points and market position, how does GoHealth's Net Promoter Score (NPS) for chronic condition management compare to competitors, and what are the top reasons cited for detractors?

Why it matters: This identifies areas where we're falling short and opportunities to differentiate. Expected answer: NPS of 30, below industry average of 45. Top detractor reasons include difficulty in medication management and lack of continuous monitoring. Impact on approach: We'd prioritize solutions addressing medication management and continuous care.

• Thinking about the product lifecycle, where does GoHealth's telehealth service for chronic conditions stand, and what key metrics are driving this improvement initiative?

Why it matters: This helps us understand if we should focus on growth, optimization, or innovation. Expected answer: Early growth phase, with key metrics being patient retention and health outcome improvements. Impact on approach: We'd balance feature expansion with optimizing existing services for better retention and outcomes.