About Plum Insurance

Plum is a cutting-edge HR technology platform that offers simplified insurance and health benefits that are inclusive and accessible for all.

Problem Statement

• Plum faces a challenge where 5% of scheduled consultations in a month result in patients failing to show up, while 14% of consultations are explicitly cancelled by patients.
• Given that patients (employees of companies that have paid for the Telehealth service) do not have to pay for the product, how can Plum bring down the no-show rate to 1% and the cancellation rate to 5%?

Solutions

Tackling Forgetfulness

Solution 1: Add to Calendar

Feasibility to download the calendar after the appointment is booked, as it allows the user to add consultation to their calendar and also check for conflicts.

Solution 2: Homepage Reminder

Visibility of upcoming consultations on the home page every time the user visits the app.

Solution 3: Auto call Initiation

• The user gets an auto telehealth video call initiated at the time of consultation.
• The call is only initiated when the user opts for the feature.

Solution-4: IVR - Calls as Reminders

• The user gets IVR calls informing them about their upcoming consultation session.
• The call is only initiated when the user opts for the feature.
• A call 30 minutes before the consultation for confirming the user’s availability.

Building Accountability

Solution-5: Limiting the Number of Schedules

• Limit the monthly schedules to Approx. 10-15.
• Cancellation will reduce the number of sessions left.

Level-2 of Building Accountability

• Users can be incentivized with Plum coins for showing up promptly for consultations.
• Plum coins be used for availing of in-app discounts on other services such as settling claims, Purchasing Medicines, etc.

Recommending UI/UX Changes

Solution-6: Reschedule & Cancel Buttons

• Remove Cancel Button adjacent to Reschedule, and add more steps before one cancels the session.
• Reschedule Button should be in a lower hierarchy and not shown as the primary button to join the call.

Prioritizing Solutions

| Impact ↑ | Low Effort + High Impact ● Reschedule & Cancel Buttons ● Limiting the Number of Schedules ● Add to Calendar | High Effort + High Impact ● IVR - Calls as Reminders ● Auto call Initiation | | --- | --- | --- | | | Low Effort + Low Impact ● Homepage Reminder | High Effort + Low Impact ● Plum Coins | | | | Efforts → |

Deconstructing Problem Statement

Teardown Objective