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Apply Airbnb-style User Reviews to Healthcare Clinic Operations

Product Design · intermediate

A regional healthcare clinic chain named MediCare is facing challenges with patient satisfaction and clinic efficiency. They've recently noticed a drop in their Net Promoter Score (NPS) and an increase in patient complaints about the quality of care and operational delays. To address this, MediCare considers adopting a user review and feedback approach similar to Airbnb's for doctors and staff to drive improvement. As the Product Manager, your task is to apply this cross-domain concept effectively. You have one UX designer and two weeks to define the MVP for this review feature without changing current operational processes yet.

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Yuvraj’s approach

Identify the core issue affecting patient satisfaction.: -Quality of care in the clinic not upto the mark -Operational delays due to internal reasons- unqualified staff, overburdened doctors and staff, more strength needed in headcount, too many patients admitted, no standard approach for internal operations that delays tasks.

Define the primary user segments for the review feature.: New patients- Patients who visit the clinic very first time and express their experience in the form of user review. Existing patients- Patients who have been visiting the clinic atleast once before and review their experience. Happy patients: Patients who have given good NPS before. Unhappy patients: Patients who have complained about their experience with the clinic.

Propose the key functionalities of the MVP review system.: Once the care is completed and the patient is discharged: -The UX designer is asked to create a simple, easy on the eye form for the feedback that takes 2-3 minutes to complete at the max and the user doesnt feel burdened while completing it.

  • They receive a link on their phone/email to provide feedback about their experience. -The feedback system consists of 1-5 stars with 1 as lowest and 5 as highest. -The feedback also has few questions regarding their experience related to the doctor and staff that can be answered with single choice. -Any descriptive feedback is also taken as input in the last question as what can be improved. -The feedback is collected for each user and an average score is generated gradually, that will help identify where the issue or friction is happening in the clinic-is it the staff, doctor, what kind of delays, etc.

Discuss the metrics to evaluate the impact of the feature on patient satisfaction.: Increase in NPS Feedback completion rate Avg time to complete feedback Avg stars given Positive/Negative review ratio Key issues identified in 4 weeks