Why has the average time to connect patients with doctors on Halodoc increased from 2 minutes to 5 minutes this month?

Introduction

The recent increase in average connection time between patients and doctors on Halodoc from 2 minutes to 5 minutes is a critical issue that demands immediate attention. This metric directly impacts user satisfaction, platform efficiency, and potentially, health outcomes. I'll approach this problem systematically, focusing on identifying the root cause, validating hypotheses, and developing both short-term fixes and long-term solutions.

Step 1

Clarifying Questions (3 minutes)

• Looking at the timing, I'm thinking there might be a recent change in the system. Has there been any significant update to the platform in the last month?

Why it matters: Recent changes often correlate with performance shifts. Expected answer: Yes, there was a major update. Impact on approach: If yes, we'd focus on the update's impact; if no, we'd look at gradual changes or external factors.

• Considering user segments, I'm curious about the distribution. Is this increase uniform across all user types, or are certain segments more affected?

Why it matters: Helps identify if the issue is systemic or segment-specific. Expected answer: The increase is more pronounced in certain user segments. Impact on approach: Segment-specific issues would lead to targeted solutions, while uniform increases suggest system-wide problems.

• Thinking about the metric itself, has there been any change in how we measure or define the "time to connect"?

Why it matters: Ensures we're comparing apples to apples. Expected answer: No change in metric definition. Impact on approach: If changed, we'd need to reassess historical data; if not, we can focus on actual performance shifts.

• Considering external factors, have we seen any significant changes in user behavior or demand patterns this month?

Why it matters: External shifts can impact internal metrics. Expected answer: Some changes in user patterns observed. Impact on approach: Significant external changes would lead us to adapt our system to new patterns; minimal changes would focus our attention on internal factors.