Research a Complex User Journey

Company Context

CarePath is a digital health platform used by 6 million patients across the US to book appointments, complete intake forms, manage insurance details, and attend telehealth visits. The company earns revenue from provider subscriptions and enterprise health-system contracts, and competes on ease of use for high-friction healthcare workflows.

Problem

CarePath's leadership believes its biggest retention issue is not a single broken feature, but a complex end-to-end patient journey with multiple drop-off points. Internal data shows that only 42% of users who begin a specialist-care journey complete all required steps within 14 days, and support tickets related to scheduling, insurance verification, and pre-visit paperwork have increased 28% quarter over quarter. You are asked to identify the most complex user journey worth researching first and explain how you would approach it.

The goal is not to redesign the entire product at once. The goal is to demonstrate strong product sense: define the journey, identify the highest-friction moments, prioritize user needs, and recommend what the product team should learn before building solutions.

Deliverables

1. Identify which user journey you would research first and explain why it is the most important.
2. Break the journey into stages, user goals, pain points, and moments of uncertainty.
3. Propose a research plan: target segments, methods, sample, and what questions you would answer.
4. Recommend the top product opportunities that should come out of this research.
5. Define how you would measure whether the journey improves after changes are launched.

Constraints

• You have 6 weeks to complete research and deliver recommendations.
• Research budget is limited to one researcher and one PM.
• Engineering can support only one MVP improvement in the next quarter.
• The company cannot change payer integrations or provider-side scheduling systems in the short term.