Product teardown of Plum insurance - reducing no shows and cancellation on the platform

1. Reduce cancellations and
no-shows

2. Roadmap
Overview
Problem Statement
The approach
User persona
Categorisation of
cancellation reasons
User journey
Solutions
Prioritization
And trade-offs
Fin.

3. Overview
Overview of Plum Direct competitors
Demography distribution
Users
Companies onboarded
Vision/Mission
Indirect competitors
Visiting
doctors
physically
0.0%
10.0%
20.0%
30.0%
40.0%
50.0%
60.0%
70.0%
2020-20302000-20101990-20001980-19901970-19801860-1970
Age split of lives covered (% vs Year
born)

4. Problem Statement
Responsible parties
Problem Statement
Major reasons for cancellations/no-shows

5. The approach

6. Name
Profession
Age
Needs/Goals
Challenges
User Personas
Common theme around user interviews:

7. Categorisation of cancellation reasons
1. Psychological (Behavioural) 2. Technical challenges
3. Other reasons
Patients Doctors
Platform specific

8. User journey and solutions
You have an upcoming appointment
on 30th April 1PM
View

9. User journey and solutions

10. User journey and solutions

11. User journey and solutions

12. User journey and solutions

13. User journey and solutions
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14. Patient Score – Penalising serial cancellers
Introduce Patient score Your score: 3.5/5

15. Gamification – Raffles and coupons

16. Improved WhatsApp nudges
YES
OPEN APP
NO
Plum Benefits

17. Moonshot Idea: Virtual Waiting Rooms
Helps establish an in-
person appointment
atmosphere
Can interact with other
patients, share thoughts
Users would feel
connected as majority of
the population would e
Millennials/Gen Z
Doctors can establish
their personal brand and
share their thoughts
with patients
Gives a feeling of the
people involved behind
the scenes – doctors,
other patients etc
Plum can also share blog
posts or new features for
higher discovery through
the waiting room

18. Metrics
Solutions
Impact Effort Trade-Offs Overall
Rank
Offering GPs < 10mins High
(immediate appts, lesser
cancellations)
High
(Ops efforts)
Can be a huge operational lift to quickly assign
GPs in a limited time
5th
Adding payment details Low-medium Low Collecting data from doctors might become an
additional effort
2nd
Work calendar integration High Low Access to work calendar might be an issue 1st
Audio/Video call option Low Low 3rd
Exhaustive cancellation reasons Medium
(Help understand patient
behaviour long term)
Low 2nd
Displaying patient cancellations Medium Low 1st
Patient Score High
(Social aspect for a
user)
High
(build logic for patient
score)
Building logic for patient score can be tricky,
Patients becoming furious for not getting
access to something which is sponsored
4th
Raffles/Coupons Medium Medium Not satisfied with coupons (not useful) 5th
Improved WhatsApp
Nudges/Reminders
Low Low Feels spammed, high message count can lead
to getting blocked by the user
3rd
Virtual waiting room Medium
(engagement can vary as it a
pretty new enhancement)
High Possibility of lower interactions, doctors not
sharing enough content, patients don’t join
the virtual waiting room citing privacy reason,
switch to another app
6th
Prioritization and Trade-Offs

19. Fin.