Developing Strategies Using Scenario Planning For Telemedicine Service Platform (Halodoc) For Future Challenge

Abstract

The growth of telemedicine service providers (Halodoc) increased drastically during the Covid-19 pandemic. However, there is significant uncertainty regarding post-pandemic business conditions. Halodoc must prepare adaptive strategies for future uncertainties, and scenario planning is the suitable method to use. This paper focuses on identifying scenarios, options, and implications for the next 3 years of telemedicine. Driving forces and key uncertainties identification were carried out through literature studies and interviews (experts and stakeholders). Analysis results showed that 18 driving forces and 2 key uncertainties were found (government regulation and people's education/behavior). The key uncertainties formed 4 possible scenarios: Best of Both Worlds (Supportive Government Regulation-High People's Acceptance), No Pain No Gain (Supportive Government Regulation-Low People's Acceptance), The Perfect Storm (Unsupportive Government Regulation-Low People's Acceptance), and Bite the Bullet (Unsupportive Government Regulation-High People's Acceptance). The implication of each scenario observed from telemedicine-user growth and government regulation changes. The options of each scenario developed based on internal, external analysis, and questionnaire results. Developed new features besides telemedicine related services and more hospital collaboration are most reasonable options to be implemented for all scenarios.

Keywords: Driving force, Halodoc, key uncertainty, scenario planning, telemedicine