Why has Providence's MyChart patient portal seen a 15% drop in active users over the past month?

Introduction

Providence's MyChart patient portal has experienced a 15% drop in active users over the past month, raising concerns about user engagement and the platform's effectiveness. This analysis will systematically identify, validate, and address the root cause of this decline, considering both immediate and long-term implications for the product and its users.

Step 1

Clarifying Questions (3 minutes)

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

Why it matters: Seasonal patterns could explain temporary fluctuations in usage. Expected answer: No significant seasonal correlation identified. Impact on approach: If seasonal, we'd focus on cyclical engagement strategies; if not, we'd investigate other factors.

• Considering user segments, I'm curious about the distribution of the decline. Is the 15% drop uniform across all user groups, or are certain demographics more affected?

Why it matters: Identifying specific affected groups could point to targeted issues. Expected answer: The decline is more pronounced among older users. Impact on approach: We'd focus on usability and accessibility improvements for older demographics.

• Thinking about recent changes, have there been any significant updates to the MyChart platform in the past 1-2 months?

Why it matters: Recent changes could directly impact user behavior and engagement. Expected answer: A new UI was rolled out six weeks ago. Impact on approach: We'd investigate the impact of the UI change on user experience and navigation.

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

Why it matters: Technical problems could deter users from engaging with the platform. Expected answer: No significant performance issues reported. Impact on approach: If performance is stable, we'd focus on other aspects like feature relevance or user education.