Company Context

You are the Product Manager for CareNow, a Series D telehealth platform operating in the US with 6.5M monthly active patients and 55K clinicians across primary care, urgent care, and behavioral health. CareNow generates revenue via a mix of B2C visit fees (avg $59/visit), B2B employer plans, and payer partnerships. The company competes with Teladoc, Amwell, and health-system-owned virtual care offerings.

CareNow has strong demand (top-of-funnel is healthy), but leadership is concerned that the end-to-end experience is fragile: patients drop off mid-flow, clinicians experience no-shows, and support costs are rising. The COO has asked Product to “make the service reliable,” and your director wants you to start by creating a service blueprint that the org can align on.

User & Market Scenario

CareNow serves three primary personas:

Competitive notes:

• Teladoc has invested heavily in pre-visit intake automation and “one-tap rejoin” for dropped calls.
• Health systems win on continuity of care (existing records) but often have worse UX.

Problem / Opportunity

Data from the last 60 days (US only):

• Booking-to-visit completion rate: 62% (target is 75%+)
• Drop-offs before clinician joins: 18% of booked visits
• No-show rate (clinician waiting >5 min): 9.5%
• Average time-to-care (booking → clinician join): 23 minutes (p95: 51 minutes)
• Support contact rate: 7.2 tickets per 100 visits (target: <5)
• Top ticket drivers: insurance verification confusion (28%), video/audio issues (22%), “where is my doctor?” (17%)

Qualitative research (12 interviews + 30 session replays) suggests a recurring theme: patients don’t understand what will happen next, and internal handoffs (eligibility checks, clinician assignment, and tech checks) are opaque.

Your goal is to create a service blueprint that makes the end-to-end experience explicit, identifies failure points, and produces a prioritized set of improvements.

Your Task (Deliverables)

In the interview, walk the interviewer through:

1. Your approach to creating a service blueprint for CareNow’s telehealth visit (from “I need care” to “visit complete + follow-up”).
2. The scope and level of fidelity you would choose for an initial blueprint (e.g., one journey variant vs multiple; urgent care vs behavioral health; mobile vs desktop).
3. The research and data inputs you would use (what you’d pull from analytics, what you’d observe, who you’d interview), and how you’d reconcile conflicting signals.
4. The blueprint structure you’d produce (customer actions, frontstage/backstage, systems, policies, evidence, failure points) and at least 5 concrete failure points you expect to uncover.
5. A prioritized set of 3–5 product/process changes derived from the blueprint, including what you’d ship in an MVP vs later.

Constraints

• Timeline: 4 weeks to deliver a blueprint and an aligned action plan.
• Resourcing: 1 PM (you), 1 designer (50%), 6 engineers (shared), 1 data analyst (25%).
• No net-new support headcount this quarter.
• Compliance: HIPAA; state-by-state telehealth rules; auditability of identity verification and consent.
• Tech reality: clinician assignment is handled by a legacy scheduling service with limited API surface; video is via a third-party SDK with known reconnect issues.

What “Good” Looks Like

Leadership will consider this successful if your blueprint leads to an execution plan that plausibly moves:

• completion rate from 62% → 70%+ in the next quarter,
• support contact rate from 7.2 → 5.5 per 100 visits,
• and reduces p95 time-to-care from 51 → 40 minutes without harming clinician utilization.