Improving Assessor Engagement and Efficiency on TeleheliosOS

Hypothetical Scenario

Scenario:

Improving Assessor Interaction on TeleheliosOS

Telehelios is a clinically-led, tech-enabled service. Our in-house software, TeleheliosOS, is the core platform our Assessors use to manage their cases, from initial referral to final report. We know that some processes and steps in the pathway take longer than they need to in some of our Assessor cohorts. Specifically, we’re seeing:

• A rise in the time between first appointment and discharge from the service.
• Inconsistent use of key platform features designed to streamline their workflow (e.g., using external documents rather than in-platform templates).
• Increasing feedback from some Assessors about “friction” in the platform, leading them to feel less efficient.

We believe that improving the Assessor experience on TeleheliosOS is key to scaling our clinical operations and ensuring high-quality care. As a Product Manager, your task is to identify and propose solutions to improve Assessor engagement and operational efficiency on our platform.

Your Task:

Prepare a 15-20 minute presentation that outlines your approach to this problem.

• Hypothesis & Discovery:
• Formulate at least two hypotheses about why Assessors might be taking longer to complete certain actions or steps in the pathway in the platform.
• For each hypothesis, propose a plan for how you would investigate and validate it. What data would you look at, and what questions would you ask?
• Proposed Product Initiatives:
• Based on your hypotheses, propose two distinct product features or initiatives aimed at improving Assessor feedback and workflow efficiency.
• For each initiative, explain:
  o Why you chose it and what problem it solves.
  o   What assumptions you are making about our users (the Assessors).
  o   How you would define and measure success using relevant metrics.

• Agile & Engineering Team Collaboration:
• As the first Product Manager, you will be responsible for setting up and leading the agile processes with our engineering team. Outline how you would approach setting up sprint ceremonies (e.g., backlog grooming, sprint planning, retrospectives) to ensure efficient development and clear communication with stakeholders.

Project Management Answers: Expert Answers on Above Scenario

Hypothesis and Discovery
Hypothesis 1
Work flows look unintuitive to assessors causing workarounds.
The investigation would be performed by viewing feature usage analytics, and comparing time on task for platform versus external tools.
Hypothesis 2
Platform features are not adequately utilised for lack of training.
The investigation requires review of training completion data, survey on boarding experience and analyse correlation with feature usage.
Proposed product initiatives
Initiatives: The two distinct product features aimed at improving assessor feedback and work flow efficiency are in platform guided workflows and the feedback assessor feedback hub.
Why chosen: The in platform guided workflows will help in reducing friction and inconsistency. The assessor feedback hub is useful in capturing real time pain points.
Agile and team collaboration
Backlog grooming: High impact improvement can be possible using regular refinement sessions.
Sprint planning: It is important to have clear sprint goals, allocation of tasks and proper alignment with product road maps.
Daily standups: There would be short check-ins to track blockers.
Sprint reviews: Get feedback from stakeholders by showing them completed features.
Retrospective: Clearly indicate the process and address gaps.

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