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:
| Persona | Share of Visits | Primary Job-to-be-Done | Key Friction Observed |
|---|
| Busy Parent (mobile-first) | 38% | “Get my child treated quickly without disrupting my day.” | Confusing insurance capture; repeats info; abandons when asked to upload documents |
| Chronic Care Patient (older, mixed tech comfort) | 27% | “Manage ongoing issues with continuity and minimal hassle.” | Trouble with video setup; prefers phone; medication reconciliation errors |
| Behavioral Health Seeker (privacy-sensitive) | 21% | “Get discreet help with minimal exposure.” | Anxiety about identity verification; worries about being overheard; reschedules often |
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:
- Your approach to creating a service blueprint for CareNow’s telehealth visit (from “I need care” to “visit complete + follow-up”).
- 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).
- 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.
- 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.
- 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.