04 — CASE STUDY / 2026
Doctolib
A case study on booking reliability, no-shows, and the two-sided balance between patients and practitioners.
COMPANY — DoctolibROLE — PRODUCT MANAGEROUTCOME — CASE STUDYDECK — CANVA
(a) — WALKTHROUGH
How this study was done
Context
Every empty slot is a cost to a practice and a delay to a patient. I looked at the booking funnel from both sides and where their incentives pull apart.
Approach
I broke the funnel into search, selection, confirmation, and attendance, then identified which drop-offs are demand problems and which are supply-side configuration problems.
What I proposed
Interventions targeted at the attendance step, sequenced from reversible and cheap to structural, each tied to a measurable reduction in unused capacity.
How to read the deck
The deck above presents the funnel breakdown, the two-sided analysis, the proposed interventions, and the risks.