Why has Evernorth's Express Scripts prescription home delivery service seen a 15% drop in new enrollments over the past quarter?

Introduction

Evernorth's Express Scripts prescription home delivery service has experienced a 15% drop in new enrollments over the past quarter, signaling a significant challenge for the product. This analysis will systematically identify, validate, and address the root cause of this decline, considering both immediate and long-term implications for the service.

To tackle this issue, I'll follow a structured approach that covers issue identification, hypothesis generation, validation, and solution development. My goal is to provide a comprehensive analysis that leads to actionable insights and a clear path forward.

Step 1

Clarifying Questions (3 minutes)

• Looking at the timing, I'm thinking there might be seasonal factors at play. Has this 15% drop been compared to the same quarter last year?

Why it matters: Seasonal trends could explain the enrollment decline. Expected answer: Yes, it's been compared and the drop is still significant. Impact on approach: If seasonal, we'd focus on year-over-year comparisons.

• Considering user segments, I'm curious about the demographics. Has the drop been consistent across all age groups and prescription types?

Why it matters: Different segments may require targeted solutions. Expected answer: The decline is more pronounced in older age groups. Impact on approach: We'd prioritize investigating barriers for older users.

• Thinking about recent changes, have there been any updates to the enrollment process or marketing strategies in the past quarter?

Why it matters: Recent changes could directly impact new enrollments. Expected answer: A new online enrollment system was implemented. Impact on approach: We'd focus on usability and technical issues with the new system.

• Regarding competitive landscape, have there been any significant moves by competitors or changes in insurance partnerships recently?

Why it matters: External factors could be driving users to other services. Expected answer: A major competitor launched a similar service with lower fees. Impact on approach: We'd analyze our value proposition and pricing strategy.