Health Tech Product Manager Interview: Doctor Search
Summary
TLDRIn this mock product management interview, Eliza, a product manager with a passion for education and healthcare, discusses strategies to improve the process of finding doctors, particularly for young adults transitioning to adult care. She identifies key user groups, including patients, doctors, caregivers, and insurance companies, and zeroes in on the challenges faced by young adults seeking medical care. Eliza proposes solutions focusing on community engagement, leveraging personal identity to foster relevant and supportive networks, and emphasizes the importance of privacy and security in health data management.
Takeaways
- 😀 The mock interview is focused on improving the process of how people find doctors, specifically in the U.S. region.
- 🔎 The interviewee, Eliza, is a product manager with experience in education and startups, currently studying at Stanford and advising early-stage companies.
- 📝 The discussion begins with clarifying questions to ensure a shared understanding of the problem scope, including the type of doctors and the target audience.
- 🎯 Success metrics proposed include booking an appointment and the rate of second appointments, indicating patient satisfaction and fit with the doctor.
- 👨👩👧👦 The user segments considered are patients, doctors, caregivers, and insurance companies, with a decision to focus primarily on patients.
- 🏥 The patient behavioral buckets identified are those who have moved, have new health needs, are seeking their first adult doctor, and those unhappy with their current doctor.
- 🚑 The pain points discussed include the awkwardness of asking for recommendations, the isolation of researching online, and the passivity of accepting a doctor's office's assignment.
- 💡 Proposed solutions include an affiliation-based database, a personal identity-based community, and a location-based nudging system possibly integrated with smart devices.
- 🔒 Risks and concerns highlighted are related to privacy, security, and the need to maintain trust and confidentiality in the health data shared.
- 🔄 The importance of considering integration with insurance providers and doctors' offices for data sharing to enhance the usefulness of the tool.
- 📈 The interview concludes with self-reflection on the solution presentation, emphasizing the need for clarity, brevity, and connection to success metrics and vision.
Q & A
What is the main topic of the mock interview with Eliza?
-The main topic of the mock interview is to discuss potential solutions for improving how people find doctors, particularly in a non-emergency situation within the U.S. region.
What is Eliza's background according to the interview?
-Eliza is a product manager who has worked on products that help students and empower people in learning and creativity. She has experience working as a PM and head of product at a startup called Mentor Collective, and she is currently a student at Stanford Graduate School of Business while advising early-stage startups on product and go-to-market strategies.
What are the success metrics proposed by Eliza to measure the effectiveness of a solution for finding doctors?
-Eliza proposes two success metrics: the immediate booking of an appointment with a doctor, indicating that the patient has found someone they want to meet with, and the rate of second appointments, which measures the rate of return to the same doctor, suggesting that the doctor was the right choice for the patient.
How does Eliza segment the users in the context of finding doctors?
-Eliza segments the users into four main groups: the patient, the doctors, caregivers, and insurance companies. She focuses on patients and further divides them into behavioral buckets based on why they are looking for a doctor, such as having moved to a new place, having new health needs, aging out of pediatric care, or simply not liking their current doctor.
What is the primary user group Eliza decides to focus on and why?
-Eliza decides to focus on the group of young adults who are finding their first adult doctor after aging out of pediatric care. She believes this group represents a large user base and that building good habits of going to the doctor early in their adult life can have significant societal benefits.
What are some of the existing solutions Eliza identifies for finding a doctor and their associated pain points?
-Eliza identifies several existing solutions such as asking people for recommendations, using the internet or doctor aggregator websites like ZocDocs, and continuing with a doctor's office recommendation. The pain points associated with these solutions include awkwardness, isolation, feeling overwhelmed by information, and a lack of empowerment in the process.
What are the three potential solutions Eliza proposes to address the pain points of finding a doctor?
-Eliza proposes an affiliation-based database that partners with colleges or employers, a personal identity-based community for information sharing about doctors, and a location-based nudging system that integrates with smart devices to alert users when they are near a doctor's office.
How does the affiliation-based database solution work and what are its potential downsides?
-The affiliation-based database solution works by partnering with institutions like colleges or employers to provide a database of anonymous reviews about doctors. Users can search through the database to find information provided by people with the same affiliation. A potential downside is that it might not cover everyone, especially if the user has moved away from the city where their alma mater or company is located.
What is the concept behind the personal identity-based community solution and how does it aim to address the pain points?
-The personal identity-based community solution is a platform where users can access information and reviews based on their personal identity, such as being a queer person of color. It aims to address the pain points of isolation and relevance by creating a supportive community where users can share experiences and recommendations, thus making the process less daunting and more personalized.
What are some risks associated with the personal identity-based community solution and how might they be mitigated?
-Some risks include the potential loss of personal connection due to anonymity and privacy concerns. These could be mitigated by requiring users to create anonymized profiles with some identifying information, ensuring transparency about data handling and privacy regulations, and possibly integrating data from insurance providers and doctors' offices with user consent.
What feedback does Eliza receive regarding her mock interview performance and how does she reflect on her own performance?
-Eliza receives feedback to call out risks proactively while discussing solutions and to be briefer and clearer in her descriptions. She reflects on her performance by acknowledging the need to tighten up her solution descriptions, increase the clarity and conciseness of her responses, and maintain a strong connection to the success metrics and vision throughout her discussion.
Outlines
😀 Introduction to the Mock Interview on Improving Doctor Discovery
The video script begins with an introduction to a mock product management interview featuring Eliza, a product manager with experience in education and startup advising. The focus of the interview is to explore ways to improve the process of how people find doctors, specifically in a non-emergency context within the U.S. region. Kevin, the interviewer, and Eliza establish the scope of the problem, discussing various aspects such as the type of doctors, location specificity, urgency of the situation, and potential success metrics for the solution.
🤔 Identifying User Groups and Behavioral Segments in Doctor Discovery
Eliza delves into the different user groups involved in the process of finding doctors, including patients, doctors, caregivers, and insurance companies. She decides to focus on patients, particularly those who are transitioning to adulthood and need to find a new doctor. Eliza proposes behavioral segmentation of patients based on their reasons for seeking a doctor, such as moving to a new location, new health needs, aging out of pediatric care, or dissatisfaction with their current doctor. She prioritizes the segment of young adults seeking their first adult doctor due to its broad applicability and potential for significant impact.
🔍 Exploring Pain Points in the Doctor Discovery Process for Young Adults
The paragraph discusses the pain points faced by young adults when searching for a doctor. Eliza identifies several existing solutions, such as asking for recommendations, using online aggregators, or continuing with a pediatrician's recommendations. She finds these solutions lacking, as they can be awkward, isolating, or not empowering for the individual. The paragraph emphasizes the need for a solution that addresses the feelings of isolation and the challenge of finding relevant doctor recommendations, especially for those who are new to managing their own healthcare.
💡 Brainstorming Solutions to Connect and Empower Young Adults in Finding Doctors
Eliza presents potential solutions to make the process of finding doctors less isolating and more relevant for young adults. She suggests creating institutional affiliation-based databases, personal identity-based communities, and location-based nudging systems. The goal is to leverage connections through alumni networks, personal identity groups, and proximity alerts to provide a more guided and supportive experience in finding healthcare providers.
🤝 Considering the Feasibility and Integration of Solutions with Institutional Affiliations
This paragraph explores the feasibility of the first solution, which involves creating a database of reviews and recommendations based on institutional affiliations such as alma maters or companies. Eliza acknowledges potential limitations, such as the geographic dispersion of alumni, and suggests focusing on cities where alumni clusters exist or expanding the concept to include industry-specific or incubator networks to reach a broader audience.
🏥 Discussing the Concept of Personal Identity-Based Communities for Healthcare
Eliza envisions a community platform focused on personal identity, where individuals can connect based on shared characteristics such as being a queer person of color. The platform would facilitate discussions, reviews, and advice tailored to the specific needs and experiences of its members. It aims to create a supportive environment where members can learn from each other's experiences with healthcare providers, enhancing confidence and satisfaction in the doctor discovery process.
👀 Evaluating the Smart Watch Integration for Doctor Discovery
The paragraph discusses the idea of integrating the doctor discovery process with smart devices, such as watches or phones, to provide location-based nudges to users. The concept is to alert users when they are near a doctor's office that might be a good fit for them, making the process more convenient and less daunting. The discussion also touches on the importance of user control over the type and frequency of nudges to avoid invasiveness and maintain privacy.
🛡️ Addressing Risks and Privacy Concerns in the Personal Identity-Based Community
Eliza identifies potential risks associated with the personal identity-based community, such as maintaining confidentiality and anonymity while still providing a relevant and connected experience. She suggests strategies to mitigate these risks, including the use of anonymized profiles and clear communication about data privacy and security regulations. The goal is to build trust and ensure users feel safe and in control of their information.
🔄 Reflecting on the Interview and Identifying Areas for Improvement
In the final paragraph, Eliza provides self-feedback on her performance during the mock interview. She acknowledges the need to be clearer and more concise in her descriptions of solutions and to better connect the solutions to the success metrics and vision. She also suggests proactively addressing potential risks as part of the solution discussion to provide a more comprehensive and transparent overview of the proposed ideas.
Mindmap
Keywords
💡Product Manager
💡Mock Interview
💡Success Metrics
💡Pain Points
💡User Segmentation
💡Behavioral Buckets
💡Institution-based Affiliation
💡Personal Identity-based Community
💡Location-based Nudging
💡Relevance
💡Engagement
💡Retention
💡Anonymity
Highlights
Eliza, a product manager passionate about education and creativity, discusses improving the process of finding doctors.
The interview focuses on non-emergency situations and assumes a U.S. regional context for the problem.
Success metrics are proposed, including booking an appointment and the rate of second appointments to measure patient retention.
User roles are identified, including patients, doctors, caregivers, and insurance companies, with a focus on patients.
Behavioral segmentation of patients is discussed, based on reasons for seeking a doctor.
Prioritization of the 'first adult doctor' user group due to its broad impact and potential for societal benefits.
Pain points include awkwardness of asking for recommendations, isolation in online research, and lack of control.
Relevance and isolation are identified as key pain points for young adults seeking doctors.
Solutions are proposed, including affiliation-based databases, personal identity communities, and location-based nudges.
Affiliation-based databases leverage institutional connections like alumni networks for doctor recommendations.
Personal identity communities create a supportive space for sharing medical experiences based on shared identities.
Location-based nudges use smart devices to alert users about nearby doctors, integrating healthcare into daily life.
The importance of addressing privacy and security in healthcare solutions is emphasized.
The risk of anonymizing personal experiences to the point of losing trust is discussed.
Integration with insurance providers and the potential barriers are considered for a comprehensive solution.
Eliza reflects on her performance, noting the need for clearer solution descriptions and stronger connections to success metrics.
Feedback suggests proactively addressing risks during the presentation of solutions.
Transcripts
how you would improve how people find
doctors
[Music]
hey everyone i'm kevin way i am a
product manager on ibm's data and ai
team
and today we have a product management
mock interview with eliza
and before we get started eliza for the
folks who haven't seen your other videos
can you tell the audience a little bit
about who you are
sure um so my name is eliza like you
said and i am a product manager
who's worked on i'm excited about
products that help students
and and help empower people in learning
and creativity i was working
as a pm and then as head of product at a
startup called mentor collective
and now i'm a student at stanford grad
school of business and i also work
advising early stage startups on product
and go to market and all that good stuff
perfect thanks for coming back on the
show and so for today's question
i'm i'd like to ask you how you would
improve
how people find doctors
absolutely very cool question um so
before we dive in kevin is it okay if i
ask you a couple of clarifying things
of course great thanks um
so first of all i want to make sure i'm
on the same page about what you mean by
doctors are we talking mainly about
medical doctors are we also interested
in
mental health or other types of care
services
medical doctors cool okay
in terms of location are we thinking u.s
centric
something broader more flexible or do
you have any additional
guidance around that we can assume that
this is for the u.s region yeah
okay great um
one or two other things that occurred to
me so finding a doctor
um i think there's like sort of urgent
care finding a doctor as well as sort of
finding a
a doctor in like a less rushed emergency
situation
i'm inclined to focus on the second one
but do you have a preference there
yeah we can do like a less rush
situation i think for a more emergency
scenario the patient would just call
9-1-1
yes agreed maybe a different different
flow um
and my last thing uh are there any
particular
success metrics that you'd like me to
bear in mind or would you want me to
come up with those on my own
it's totally up to you so just assume
that you're a pm at a tech
company and this is the question posed
to you okay sounds good
um if it's okay with you then i'm gonna
take a minute just to jot down a few
notes
sounds good thanks okay
so i think i'm ready to dive in um
and i maybe would like to start just by
taking a step back and kind of thinking
about what what the situation is so you
just gave me some helpful context
and answered my questions so just to
kind of reiterate so we're looking to
help
users who are trying to find a physician
someone that maybe will stick with them
for a while not an emergency doctor
um and we want to help them get through
the process which might involve
figuring out who to go to who who the
possible doctors are
who do they want to visit how can they
schedule and then making sure they
schedule
so when i think about sort of success
metrics i want to answer my own question
or
propose an answer to my last question
about success metrics just to guide
myself
i think probably some success metrics
would be number one do they book an
appointment
with the doctors that feels like the
most immediate indication of success is
does the
patient find someone they want to meet
with um
short-term but then i think there's also
a long-term
question about was this doctor the right
one once they met
um so maybe we could look at something
like rate of second appointments
something that measures rate of return
to that doctor the second time so we
want to maximize
the percentage of people who are having
one appointment and the percentage of
people who return
maybe at least once in the following say
two years something like that so those
might be my
quantitative metrics to those kind of
makes sense
yeah that makes sense sounds like you're
focusing on engagement and retention
yeah i think that's that's where i'm
inclined to focus and and maybe i'll
that should lead me into thinking a
little bit about the users here um
before i dive in though actually just to
give you a sense of how i'm going to
roadmap this kevin
um i think i do want to so i thought a
little bit about success metrics but i
want to dive into users
next just to make sure those metrics
actually match up against where i want
to focus on the user side
um then i want to think about pain
points specific to whatever users we end
up focusing on
um then we can dive into some potential
solutions to help with whichever pain
point
um sticks out to us as maybe the most
severe the biggest
opportunity does that plan sound all
right yeah the plan sounds great
cool um okay
so this is a really interesting one um
and i mentioned that i've you know
worked in education and i think health
is similar because there's often like a
bunch of different types of users to
think about
um and in this case
i think there are like maybe four user
chunks that i would consider um in terms
of
role and those are um
the first and most obvious i think is
the patient the person who is doing the
finding of the doctor for themselves
um but we can't i don't think forget
about the doctors who are like an
important participant
in this ecosystem or in this transaction
um i think those are the two biggest
there's also though i would note
caregivers so there might be someone
who's looking for a doctor who's not
looking for themselves but maybe for
their their child or for an elderly
parent
or maybe even a friend someone else in
their life
might want to think about them and then
lastly and maybe
like more tangentially but i think so
important is insurance companies
um which in my experience play a big
role in who
a patient can see in terms of doctors so
i think we just want to be aware of them
in this ecosystem as well
so that's sort of my high level
segmentation
i am most interested in zeroing in on
the patients and breaking them into some
behavioral
buckets um since i think
they have the most choice in all of this
i think doctors and insurance companies
are like kind of locked into like
large-scale
uh and enterprise sorts of interactions
doctors are tied to doctor's offices and
hospitals it just feels like a much more
complicated place to insert a tool
and i'm not sure that the pain is super
severe folks are doing these jobs
they're getting paid to work as a doctor
an insurance you know person and so i'm
not super inclined
to think their pain is as bad as a
patient who's searching around
for a doctor and caregivers
are also kind of complicated when you
have to you know deliver to
a caregiver but also to a the person
being cared for it's just
again a bit complicated and the end user
that patient may not be the one
it's not the same person feeling the
pain and making the buying decision so
again a little more complex so i think
we can
make the biggest bang for our buck on
the patient's side
um does that make sense yeah and what
were um
did you want to go and slice this data
into different behavioral buckets
yeah i'd love to do some to do some
buckets on the patient
um so some thoughts on the patient
the behavioral slicing i'd like to do is
around why
they're looking for a doctor i think
that might be a good way for us to get
at
different clusters of pain points
so why might you be looking for a doctor
one happened to me very recently which
is that you have moved to a new place
um and you need to find someone who's in
your new region
um something that applies to people who
are who have moved or who you know
for whatever reason i think it's the
people who've moved um
a second one might be uh you have
something has happened to your health
like maybe you got a diagnosis maybe you
got an injury
uh maybe you have some sort of chronic
condition that means that you want to
find a doctor maybe leaning into your
health more than you used to or needing
to invest more in a certain type of
recurring care so like new health
needs would be the second one
a third might be maybe you're someone
who has aged out of
pediatric care so i think everybody kind
of starts life with a doctor that their
parents find for them
um but sometime around your early
twenties
i think everyone kind of gets kicked out
of that pediatrician and needs to
face the adult world with um a different
doctor so that like that's something
that lots of folks go through
um and then the fourth and final thing
that occurs to me is maybe you just
don't like your doctor maybe you're just
looking because you don't like them for
whatever reason and you're looking to
make a switch for that reason
um so i don't forget about the more
mundane
buckets here so just to kind of recap
what those four
were people who have moved
people who have a specific new health
condition
people who are finding their first adult
doctor and people who don't like
their current doctor do those
buckets uh make sense to you yeah these
make sense which one would you
prioritize
yeah so they're all pretty interesting
um some of i'd like to prioritize a
bucket where we can
again make a large impact and reach as
many users as possible
um so some of these i think are a little
bit more niche and they that may
disqualify them so the specific
condition or injury uh not everyone's
going to be
receiving like a large chronic diagnosis
there's a chunk of
people there but i don't think it's
everyone so i might cross that one off
um same goes for people who don't like
their current doctor i think nurse is
pretty powerful
so lots of people just stick with who
they've got you only got to see them
once a month so i think that's another
not a huge group or not quite as big as
i'd like
lots of people move so the group of
people moving to a new location is
decent but i think i'm gonna go with the
first adult
doctor group because every everybody
ages
i just turned 30 so i know this um and
so i like that
because it it is the largest swath of
users and i love
building for younger users because you
can capture them early
you know build their connection to the
product for their lives and i think
there's likely to be significant pain
for the current generation of users
because
i think doctor's uh doctors offices
often have antiquated
um systems and so there may be
particular pain that we can really help
and i think there's a big mission impact
too if we can really help young people
uh build good habits of going to the
doctor there's lots of you know societal
benefits to doing that as well so across
the board i feel pretty good about that
uh user group sounds good
cool um so i'm going to take another
minute kevin if it's okay with you just
to switch now from
uh thinking about the users to thinking
about the pains
yeah go ahead okay
so as i'm thinking about pains i want to
think about like what solutions are
there now
um if i am say i'm a 20 i think when i
did this i was about 21.
i'm a 21 year old i'm around the time of
finishing college
you know the world is exciting and scary
i maybe i'm getting my first apartment
i think i have my first job and i want
to make sure that i'm that i'm
adulting effectively and one of those
things is um
taking care of my health um so what do i
have to do if i want to get that taken
care of in my new
new home maybe in my new city my new
apartment um
you know one easy one is that i could
just ask people
that's like a lo-fi obvious solution but
i think for me
as a 21 year old maybe in a new place
it's not a great solution i think it
feels
um awkward maybe to act like i'm not
going to ask my co-workers i just
started a job that's
sort of personal um i don't really want
to ask my parents because i feel also
like i'm an adult and i'm really trying
to stand on my own here
so that doesn't feel like a fantastic
solution and even if i ask them i'm only
going to find out about a very small
number of
doctor's offices from like just the one
that maybe my dad or my mom or my you
know
person who sits next to me at work knows
about
so that's not a great solution on the
other hand maybe i'm going to start
googling
and just using the internet or maybe
using a tool i think there's a couple at
least one
or two aggregators that exist i think
one is zoc docs
something like that in places that just
like pull together
reviews about doctors so i could go
on there i could just pull up a lot of
tabs i think that's what i did do and
just try and parse all of the
information
so this one is good because it's not
awkward it's i'm very much doing it on
my own
but on the other hand i think it's
pretty overwhelming and
isolating that i'm trying to do this
scary like very important decision
by sifting through the internet by
myself and trying to figure out like are
these the right doctors
uh do they take my insurance are these
good people can i trust them etc so it's
not
it doesn't have the same pain points but
um isolating
stressful and overwhelming um
the other the other sort of existing
solution i think is just to maybe
if you haven't moved you could just
stick with your doctor's office and
maybe
if you had a pediatrician they can just
give you a new doctor like in the same
practice i think sometimes doctors do
that or they can just grandfather you
over
and assign you to someone else that's
much easier
it doesn't have the problems that i
mentioned before but it doesn't have
this empowering feeling of adulthood
it's not like you're getting a fresh
start and really taking charge
of of your life um
so i mean that was i know that was like
not super structured so just to kind of
re-summarize some of the pains
that i mentioned there um you know
there's a trade-off between either the
process is going to be very awkward
and kind of limited if you rely on word
of mouth
or it's very isolating and scary
um if you do it solo on the internet or
it's very
passive and um sort of like continuing
of your child life
if you just kind of stick with whatever
you're given
by your office and it's keeping you in
an old location if you've moved maybe
you have to fly home to
have a doctor's appointment or whatever
it is um
so those are those are sort of the pains
that jump out to me but how does that um
sit with you kevin yeah so it sounds
like you want to reduce the awkwardness
so you want to make it easier to find a
doctor
or more seamless in the isolating pain
point is one that you pointed out
and i think third one that i would think
about if um you know as your co-worker
who's helping you to work on this
product i would say
relevance is a big pain point yeah
it's a really good point yeah i agree
um i think there's something there's
something to if i were to pick out of
these
this list where would i want to focus
the isolation
and relevance feel most
salient to me i i suspect that the
like i think that most people will try
and solve this through internet research
i think the other ones are less common
and so i think those are the pain points
tied to like parsing the giant
internet and all that's available to you
there and so i'd love to think about how
can we build a product
that helps people helps young people
feel like they're not alone in this and
helps them feel like there are other
people here with you
who are going down this road who are
kind of figuring out adulthood just with
you
and and you can find doctors that are
um that are that were useful to them and
and will be useful to you so just
like a like a vision of making people
not feel alone that's i think
what would perhaps be most effective uh
in my mind as a kind of a north star
yeah sounds good so it sounds like we
want to help younger folks maybe like
gen z or
millennial people who are just starting
adulthood and they're having these
problems around
the isolating and like relevance around
finding the right doctors
so let's get into solutioning so then
thinking about how might we solve
these pains of relevance and isolation
for our for our millennial
gen z probably gen z now um sort of
early 20s folks
um i think my frame for thinking about
this or for coming up with ideas
is related to like what different ways
what what things make people feel
connected like what points of connection
are there between our
21 year old user and the um the world
out there of other people searching
for doctors and like what might we use
to help them feel connected
to those folks um and so the first thing
that occurs to me is institutional
affiliation
i know that when i was 21 i was really
connected to the idea of my alma mater
which i had just left
i really identified with my company
which had just hired me
and so i trusted those networks and i
felt a kinship
with the people who were part of those
networks i thought they were pretty
smart i thought they made pretty good
decisions
and so i wonder if we could think about
a tool that partners with
uh colleges or employers to provide
a database that is anonymous
but you know that everyone in the
database and the people in the database
would maybe
review doctor's offices and you could
search
through the base and find information
that was that provided here's what it
was like for this
you know cornell alum to to visit this
office and so i would not
feel the awkwardness of having to call
up a friend and ask her
but i would know that i could trust that
review in a in a certain way
um there's there's some questions about
smaller companies and exactly how that
would work which we can which you can
talk about if we decide we want to go
down this route
but i think this has a nice ability to
kind of weave into onboarding processes
and other things and it's always
you know convenient to reach large
groups of users by partnering with an
institution that can reach them
more organically so that's one one idea
is kind of an affiliation based
database one one suggestion there
another one though and this is a really
personal problem like right trying to
find a doctor is deeply personal
and so i'd want to think about not just
like institutional
affiliation but personal identity um
and so i wonder if maybe we could think
about a sort of identity-based community
for
information sharing about doctors so for
example
um a resource where you could say i you
know identify as a
queer woman or as a you know a man of
color working
in boston or whatever it is and just
having different subcategories where
maybe you could go in and learn from
other people with that same affiliation
maybe get questions answered and see
recommendations tailored
to a specific identity and there's
potential to do different types of
engagement there something that's more
of a
personal identity angle
doesn't have the the pulls of like a
large institution but i think maybe
folks would feel a stronger
sense of obligation to those groups
which could be nice for us sustaining
engagement with the community and having
people come back and do things like
write reviews
so that could be an interesting one um
and the last thing that occurs to me i'd
like to kind of
get out of the get out of the sort of
app or web app
space and think about maybe location
as another way to help people feel that
they're getting relevant
and kind of connective
suggestions so i think we might cons
like i remember
um well i said we might consider
something that
maybe an app or something integrates
with like a smart watch
um that tells you when you're near a
doctor's office so when i've got my
first doctor i discovered it was like
right down the street from my office and
i walked by it from the train
every day but didn't know it was there
and when i discovered oh hey it's you
know right on
boylston street i felt like safer and
more confident
and more connected to to to the
community into that doctor's office and
so i wonder if we could
provide that kind of a nudge um and
weave
this doctor identification process a
little bit more into
the daily life of these young people who
also are going to be busy that's not our
primary pain point but just maybe a side
benefit
that taking it out of software and a
little bit more into the um
like smart watch sort of thing could
could be nice so those are three
suggestions just to kind of
recap the affiliation-based
uh database number one the personal
identity-based community
number two and a location-based
nudging physical nudging system of some
kind
like on a smart watcher on an iphone
number three um do those make sense
so when we're talking about affiliation
with alma mater
most students don't work in the same
city that they graduated from so how do
you think this would work
yeah so i think that's a potential
downside to that idea i think it might
so two different things one it might
work in cities where people cluster so
there certainly are
cities where clusters of students go
this does not cover everyone
um but you could sort of say you know
the um
the like cal poly alumni in san
francisco for example or things that are
like
somewhat close could work um but there
could be solutions maybe
you rely more on jobs that you might
assume that most people
either have a job or went to well grad
school we could think about separately
but having jobs and then doing like uh
uh like groups of companies together so
people who are working in
consulting in boston for example so
maybe industry specific could be a way
to cover
um larger swaths of of users or even
like
i worked at a startup that came out of
techstars which is an incubator and
we were a small company and that might
not be so good but
all of the techstars companies combined
could be a pretty large
large group of people so i think it is
it is a fair critique and maybe a reason
to not pursue this one but i think there
are different ways that you could
mitigate that issue too okay
so for that first solution it's really
thinking about how
this identity around their job or alma
mater would provide
we'll partner with them to have some
resources some database to help them
find the doctor the students
and which would de-risk the doctor in
the eyes of these young people yes
because they know that people with that
same affiliation
they could access reviews and and learn
from people with their same affiliation
of whether the doctor had been good for
those folks
or not assuming some relevance through
that affiliation connection
okay and for the second idea which is
saying
around personal community or identity
where for example if you're a queer
person of color
and you want to find a community of
people like yourself
like is this sort of like a subreddit or
like some sort of forum or how do you
envision this
i would envision it it would be so it
would be to be clear be focused on
finding it would be focused on medical
care
and so you would kind of come in and say
here's my identity i want to access the
community
about receiving medical care as you know
a queer woman of color
and then you'd be able to get into that
community and maybe there would be
and it would you know be places where
folks would be chatting about different
maybe common questions that they had
and some answers um maybe different uh
problems or critiques they had the best
maybe the best doctors
in different regions for um for this
maybe tips for visiting the doctor uh
you know as someone with this identity
you could even um
with it could be interesting to involve
doctors with that identity now thinking
about like some of those other user
groups
maybe spotlighting you know a physician
with that identity and kind of how they
think about it
to help maybe those people feel more
confident and
and better informed not only scheduling
appointments but actually going into
those appointments as well
to heart back to our success metrics of
getting them to show up and getting them
to
to keep coming back so it would look
like some sort of online forum board
um yeah i don't know a board to me
implies that it's like a um
that it's all text and i think it would
be great to make this a little bit more
multimedia so maybe there's different
like useful videos or other things but
yes it would be
a resource with information that would
be posted by
um members of the community reviews
uh maybe also doctors and and experts
who who could help
these users feel more confident okay and
your
third solution around the smart watch is
this where i
if i'm walking around my city and i need
a doctor it'll just vibrate
and they'll tell me where the nearest
doctor is yeah and we'd want to dive in
if we wanted to dive into this one more
to think about
exactly what the nudge would be like if
it would be a vibration if it would be a
push notification
i think if we were to go with this one
we'd want to give the user a lot of
feelings of control
so um i think the risk with this one is
that it feels invasive
which is not what we want to create in
terms of an impression when privacy
is an important consideration for health
but if we could have you know
permissions
and options at the outset around like
what kind of nudge do you want how often
do you want it do you want us to keep
bugging you or not you know once you've
walked by a place things like that but
in essence yes it would be a nudge when
you came geographically close to
a potentially a good fit doctor's office
okay so in the beginning we talked about
how we're focusing on engagement and
retention
i'm curious which one you prioritize
yeah
so i think that my instinct would be to
focus
on the second one the personal identity
based community
um for a couple of reasons um
i think the biggest one is that i
believe that
when we go back to the pain points of
relevance
and isolation personal identity i think
is the deepest
type of relevance that is the type of
affiliation that
is most intrinsic to our users um
and so i think it would be most likely
to attract
their attention um most likely for them
to kind of build a strong connection to
it whereas
institutional affiliation is like sort
of imposed externally to some extent
you've chosen your job yes but like your
company is telling you to use this tool
and geography is almost a little
arbitrary like you like happen to walk
down the street um
it's not totally arbitrary but you could
potentially miss out on some things
whereas i think personal identity you're
very much
getting at something deep about yourself
and um i think the user can feel very
much
in control um to your question about
retention
i think you know we want to keep people
coming back into this tool
i think this one far more than the other
two is likely to generate like a
flywheel
of content coming back into it and
wisdom from the community
because people feel and i know this from
working as a mentor and working on
mentoring projects people want to give
back to their community
and they want to support people who are
kind of learning a thing that they've
already learned and so there's a strong
likelihood
that if you uh asked users of this
community hey remember to come back into
here and
uh like review the doctor after your
visit or to um you know tell us
did the visit go well or to give tips to
the next person who comes along i think
it's very likely
that they will be willing and excited to
do so and they'll get the positive vibes
of maybe having likes there's like a lot
of social functions you can put in to
help make those people feel good
for contributing um
and in turn to the question of like can
we help them build a tool that
increases the likelihood they will
return to this same doctor
i think the more that
users use a tool like this the better
its data will get so the better the
reviews the more accurate the doctor's
reviews will be
the more doctor's reviews that will be
the more offices and cities will be
covered
um that means the site will make better
suggestions and that means that
the um likelihood that like a good fit
doctor is recommended
also increases so i think that this is
going to be the best chance of us both
getting people into the office with a
doctor they feel
confident and comfortable about and then
getting them to that second appointment
because they got a
recommendation that was really um a
strong one and resonates with them
personally
okay so imagine that you're you know you
put yourself in the shoes of a
queer person of color you find this
community that
is also around like uh other people who
are of the same
um ident identity as you and they're
also looking for a doctor
what are some risks that you might see
if you're
using this product and putting yourself
in the shoes of that person
yeah so
i think one risk is that so we're trying
to make it feel
relevant and it makes people feel
connected
um but we're also gonna have to walk the
line of confidentiality and
some amount of anonymity to go back to
the like awkwardness that we were trying
to avoid from that pain point
earlier on so i think there's a risk
that we anonymize the personalness out
of this and this just feels like any
other kind of message board on the
internet
where unlike anonymous people are
commenting and uh
sharing a lot of opinions and you don't
know who you can trust so i think
there's a risk
there um i think we can get around that
risk
in a couple of ways i think it could be
interesting to have people build
put some investment into their profile
it just would be an anonymized profile
so you could build
for example a personalized avatar and
pick a name
and and maybe pick a city and provide
some information about yourself that
um wouldn't that that would weed out
some of the people who might just be
there to troll
just by having people take some time and
also adds a little bit of identifying
information
to um decrease then this is just like a
void of
of people shouting which is sometimes
how the internet overall feels so that's
that's one you know way we might
mitigate that um
other other questions or concerns you
know any feature in this space
i think privacy and security are a big
concern
anything to do with health data
scheduling doctors is just really
sensitive
information and so you know mitigation
there i think would be just investing
and understanding
um the sort of rules and regulations
around this and investing and being
very transparent with the users
throughout the process especially when
they're signing up but what
happens to your data what can other
users see and not see what can your
doctor
see and not see we really want to
maintain trust to the point of like
retaining
the connection between our tool and
these users
um in my mind um
oh just one last one is about um
integrations
i think i mentioned insurance providers
i would want to know more about
both the willingness and the ability of
doctors offices and insurance providers
to
share data with a tool like this it
would be far more useful if that data
were integrated and would want to
dig into that there may be some barriers
there and the tool could be simplified
such that it didn't include that data
but it would be a big opportunity if it
could
cool all right awesome well thanks for
sharing your interview
um solution and before we get into
feedback i'm curious if you have any
self feedback you want to share
definitely i mean i think i i always
need to tighten up my description of
solutions i never
have quite the clarity there that i
would like i think it's potentially a
case where i might want to try and bring
in some visuals or something else just
to keep it really
easy to understand so i think that's one
in general i also
feel like i could be briefer and clearer
so trying to kind of increase the
the snappiness and i think the last
thing
would be really keeping it connected to
the success metrics
and the vision um i sort of picked a
hybrid of two
pain points and then that might have
that could have felt a little clearer
the through line between success metrics
vision and pain point so i think if i
were to do it again i would try and
tighten up
that sort of three-point connection
absolutely
and i think one thing that i would also
do is
is proactively call out risks as you're
going through the solution so you'll
talk about
the community's idea and then you can
call out the risks around security and
privacy and the need for maybe some sort
of anonymity or semi
anonymity and i think that'll be
very powerful if you can do that so a
feedback from my end is that you can
call out risks for your solution
as you're going through so for example
when you're talking about the
communities you can call out risks
proactively about anonymity or
semi-anonymity and the needs for
security
that's it for today's mock pm interview
for the audience good luck with your
upcoming pm interview
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you
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