How to optimize the business model for ConsultaClick an innovative startup in the e-health Portuguese sector

Field lab: Entrepreneurial and innovative ventures

This work project is focused on the optimization of ConsultaClick Business Model. ConsultaClick is an innovative startup that plays in the e-health Portuguese sector, and is dedicated to the online medical consultation booking business. It offers for the first time choice, convenience and control of quality of healthcare service for patients as well as marketing and operational management tools for physicians. The main research question of this work project is “Why isn’t ConsultaClick generating the expected booking and new patients’ registration results?” In order to understand the low conversion rates achieved, business opportunities were analyzed considering both external and internal factors while identifying nexus causality explanation for such values. The answer to the research question was sought trough an issue tree method for the characterization of the problem, and the validation of different hypothesis through online surveys, semi-structured interviews and other complementary desk research, focusing the market, international benchmark and competitive assessment. Based on the results of such studies a set of strategies and recommendations were provided to improve the business model, fulfill customers’ needs and reach ConsultaClick’s growth.