Why has NYU Langone Health's patient portal login rate dropped by 15% over the past month?

Introduction

The recent 15% drop in NYU Langone Health's patient portal login rate over the past month is a concerning trend that requires immediate attention. As we delve into this issue, we'll employ a systematic approach to identify, validate, and address the root cause while considering both short-term fixes and long-term strategic implications.

Step 1

Clarifying Questions (3 minutes)

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

Why it matters: Seasonal patterns could explain temporary fluctuations. Expected answer: No significant seasonal correlation. Impact on approach: If seasonal, we'd focus on cyclical user engagement strategies.

• Considering user segments, I'm curious if this drop is uniform across all patient types. Have you noticed any particular patient groups more affected than others?

Why it matters: Identifies if the issue is global or specific to certain users. Expected answer: The drop is relatively uniform across segments. Impact on approach: If segmented, we'd tailor solutions to specific user groups.

• Thinking about recent changes, have there been any updates to the portal's interface or functionality in the past 1-2 months?

Why it matters: Recent changes could directly impact user behavior. Expected answer: Minor updates, but nothing significant. Impact on approach: If changes occurred, we'd focus on usability and change management.

• Regarding system performance, have there been any reported issues with portal uptime or response times recently?

Why it matters: Technical issues could deter users from logging in. Expected answer: No significant performance issues reported. Impact on approach: If technical problems exist, we'd prioritize infrastructure improvements.