Meeting Title: Internal Ellie Check-In Date: 2025-08-26 Meeting participants: Robert Tseng, Zoran Selinger, Shreya Chowdhury
WEBVTT
1 00:00:39.810 ⇒ 00:00:41.030 Robert Tseng: is Iran.
2 00:00:42.080 ⇒ 00:00:43.110 Zoran Selinger: Hi, Robert.
3 00:00:44.160 ⇒ 00:00:45.270 Zoran Selinger: How’s it going?
4 00:00:46.210 ⇒ 00:00:47.309 Robert Tseng: Good, how are you?
5 00:00:47.950 ⇒ 00:00:50.270 Zoran Selinger: Yeah, yeah, good. A little bit, …
6 00:00:50.490 ⇒ 00:00:58.980 Zoran Selinger: Looks like I’m running a cold, but … it’s okay. Another good night of sleep, and I’ll be fine.
7 00:00:58.980 ⇒ 00:01:01.180 Robert Tseng: Okay. Yeah, don’t stay up too late, I guess.
8 00:01:04.750 ⇒ 00:01:09.380 Zoran Selinger: Okay, I was just talking to Henry as well.
9 00:01:09.380 ⇒ 00:01:10.609 Robert Tseng: Oh, yeah? How was that?
10 00:01:11.300 ⇒ 00:01:13.659 Zoran Selinger: Yeah, I mean, it’s, looks like…
11 00:01:13.960 ⇒ 00:01:25.009 Zoran Selinger: might be challenging, but I think it’s doable. Yeah, we should… we’ll probably use, use, do some cool stuff with, with, Cloudflare workers.
12 00:01:25.310 ⇒ 00:01:29.370 Robert Tseng: Okay. Yeah, I mean, if you think you can do it, we’d love to pull you onto that project, and….
13 00:01:29.370 ⇒ 00:01:36.149 Zoran Selinger: Yeah, I’ll, … I told him I’ll give him a clear answer tomorrow, I’ll do a little bit more investigation.
14 00:01:36.150 ⇒ 00:01:36.540 Robert Tseng: Okay.
15 00:01:36.710 ⇒ 00:01:45.139 Zoran Selinger: Honestly, I don’t see why we wouldn’t be able to figure it out, but I’ll do a little bit more tomorrow and confirm.
16 00:01:45.380 ⇒ 00:01:46.430 Zoran Selinger: Okay, okay, cool.
17 00:01:47.310 ⇒ 00:01:47.960 Robert Tseng: trip.
18 00:01:48.310 ⇒ 00:01:49.660 Shreya Chowdhury: Hey, how’s it going?
19 00:01:50.330 ⇒ 00:01:50.990 Robert Tseng: Nope.
20 00:01:51.250 ⇒ 00:01:52.009 Shreya Chowdhury: How’s the week.
21 00:01:52.010 ⇒ 00:01:52.670 Zoran Selinger: Bizarre.
22 00:01:52.670 ⇒ 00:01:54.120 Robert Tseng: Have you met yet? No.
23 00:01:54.120 ⇒ 00:01:55.299 Shreya Chowdhury: No, I don’t think we have.
24 00:01:55.780 ⇒ 00:01:56.540 Robert Tseng: Cool.
25 00:01:56.900 ⇒ 00:02:01.300 Robert Tseng: Yeah, I guess relatively both of you are pretty new here, so, …
26 00:02:01.400 ⇒ 00:02:23.909 Robert Tseng: Yeah, so I already kind of told you about Zoran, but here he is in the flesh. I guess for this call, I just want to kind of make sure that we feel good for the check-in tomorrow. I know we usually have it with Ellie on Tuesdays, but we just pushed it out a bit, so… Yeah, I guess maybe we’ll kind of go… maybe, Zoran, if you want to… I’ve seen your threads more with, with Ellie, so I just want to kind of hear
27 00:02:23.910 ⇒ 00:02:26.699 Robert Tseng: From your side, update, and, like, what we need to do.
28 00:02:26.700 ⇒ 00:02:32.719 Robert Tseng: I’m gonna pull up Linear and just kind of take notes, and then… then we can move on to Shreya, I guess.
29 00:02:33.160 ⇒ 00:02:41.719 Zoran Selinger: Yeah, yeah, so… Turns out, this connection actually won’t be that easy.
30 00:02:41.890 ⇒ 00:02:53.590 Zoran Selinger: They were… they were following, the documentation, and that’s why they’re stuck. It’s simply not… it’s simply not true.
31 00:02:53.730 ⇒ 00:02:54.680 Zoran Selinger: ….
32 00:02:54.680 ⇒ 00:02:55.340 Robert Tseng: Okay.
33 00:02:55.340 ⇒ 00:03:07.720 Zoran Selinger: Yeah, yeah. I mean, I’ve seen that many times. It’s… I’ve seen a video where they used a OAuth version 2 before for that connection, and that would be great.
34 00:03:08.160 ⇒ 00:03:22.449 Zoran Selinger: they changed it to the service account, and it’s simply not working. The error that you got, that we got, that we’ve seen before, that we thought was a formatting error, it’s not a formatting error. Oh.
35 00:03:22.450 ⇒ 00:03:31.549 Zoran Selinger: No, it’s not. It’s actually… so when you follow the documentation, when you… when you put a Google Cloud service account user email, now.
36 00:03:31.760 ⇒ 00:03:33.029 Shreya Chowdhury: if you….
37 00:03:33.540 ⇒ 00:03:35.079 Zoran Selinger: If you look at that.
38 00:03:35.640 ⇒ 00:03:45.549 Zoran Selinger: Instinctively, you would put your service account user email, which is the long one ending with gserviceaccount.com, right?
39 00:03:46.740 ⇒ 00:03:49.830 Zoran Selinger: So that… that is…
40 00:03:50.660 ⇒ 00:03:57.910 Zoran Selinger: We can get to a next stage with that, but if you… if you read the documentation.
41 00:03:58.630 ⇒ 00:04:03.080 Zoran Selinger: It says to put the email that created the service account.
42 00:04:03.810 ⇒ 00:04:04.789 Robert Tseng: Oh, I see.
43 00:04:05.000 ⇒ 00:04:21.879 Zoran Selinger: And then you put that, and then we get that, cannot figure out credentials and all that. So that’s not at all. And then we have a next layer of complexity here, because the access to account, to, for example, Orlando account, is
44 00:04:21.880 ⇒ 00:04:25.950 Zoran Selinger: via our MCC, our overarching account.
45 00:04:25.950 ⇒ 00:04:26.440 Robert Tseng: Okay.
46 00:04:26.880 ⇒ 00:04:33.869 Zoran Selinger: So, this would work, this long email would work, if we had direct access.
47 00:04:34.530 ⇒ 00:04:43.179 Zoran Selinger: To the subaccount. That would work, but that long one has to have direct access to the subaccount.
48 00:04:43.350 ⇒ 00:04:48.540 Zoran Selinger: So, that’s… if we… if we, in the future, If we need to have
49 00:04:48.840 ⇒ 00:04:53.260 Zoran Selinger: 200-plus accounts, this is not a viable, … I mean…
50 00:04:53.510 ⇒ 00:04:59.680 Zoran Selinger: It’s… it’s messy. It would be messy if we had to gain access with that email for 200 plus…
51 00:04:59.950 ⇒ 00:05:15.509 Zoran Selinger: Google Ads account. It’s doable, but I don’t think… I wanna… I wanna talk to Amplitude and see what we can do, because it looks like it’s just made for, to work with, you know, one account.
52 00:05:16.700 ⇒ 00:05:25.299 Zoran Selinger: Which means, yeah, we need to get… we need to have direct access to every single account, so it’s not made to work with MCCs.
53 00:05:25.660 ⇒ 00:05:28.590 Zoran Selinger: So, I would just like to talk to them first.
54 00:05:28.930 ⇒ 00:05:31.430 Zoran Selinger: To confirm and see what we can do.
55 00:05:31.700 ⇒ 00:05:38.930 Zoran Selinger: Okay, so another, another solution would be to have, basically, shared conversions.
56 00:05:39.180 ⇒ 00:05:56.090 Zoran Selinger: Okay? So you can have access to a conversion action on individual accounts if it’s shared with an MCC. So the MCC would have direct access to a conversion action.
57 00:05:56.740 ⇒ 00:05:58.750 Zoran Selinger: That, that could work.
58 00:05:59.360 ⇒ 00:06:02.329 Zoran Selinger: With this setup that is here, that we have.
59 00:06:03.270 ⇒ 00:06:07.450 Zoran Selinger: the connection that they set up. So that could work.
60 00:06:07.570 ⇒ 00:06:11.320 Zoran Selinger: Okay. Yeah, so that’s another option.
61 00:06:11.430 ⇒ 00:06:16.130 Zoran Selinger: But I would love to create a ticket and see what they say.
62 00:06:16.550 ⇒ 00:06:24.490 Zoran Selinger: How can we… how can we just have… how can we have a manager? And you saw that, that error, basically?
63 00:06:24.770 ⇒ 00:06:27.360 Zoran Selinger: That I sent before.
64 00:06:28.510 ⇒ 00:06:35.209 Zoran Selinger: Where it’s saying, you… if you have a manager account, the MCC,
65 00:06:35.890 ⇒ 00:06:41.299 Zoran Selinger: you have to have… you have to have another parameter in the API call, right? This is what.
66 00:06:41.300 ⇒ 00:06:41.650 Robert Tseng: Okay.
67 00:06:41.650 ⇒ 00:06:52.359 Zoran Selinger: excuse me, that… and we cannot put it anywhere, so this is why we, … this is why I know this isn’t made for MCC access. …
68 00:06:52.730 ⇒ 00:06:56.030 Zoran Selinger: If we just had that option, that would… that…
69 00:06:56.530 ⇒ 00:06:59.330 Zoran Selinger: That call would work no problem at all.
70 00:07:00.120 ⇒ 00:07:05.850 Zoran Selinger: Now… I just wanna see what’s gonna… what’s the… the least messy.
71 00:07:06.370 ⇒ 00:07:09.109 Zoran Selinger: Solution we can… we can do.
72 00:07:09.420 ⇒ 00:07:09.790 Robert Tseng: Yeah.
73 00:07:09.790 ⇒ 00:07:10.950 Zoran Selinger: So, if…
74 00:07:11.680 ⇒ 00:07:22.319 Zoran Selinger: If… maybe there’s some undocumented behavior that… that exists, it’s just not documented, maybe there’s a special service account or something that we can do, right?
75 00:07:22.490 ⇒ 00:07:24.460 Zoran Selinger: And it just works.
76 00:07:24.760 ⇒ 00:07:25.720 Zoran Selinger: Or…
77 00:07:26.070 ⇒ 00:07:41.119 Zoran Selinger: what I can think of is those two things. It’s either what I said initially, we need to have direct access to every single subaccount, or we can share conversion actions. We can have shared conversion actions.
78 00:07:41.380 ⇒ 00:07:50.149 Zoran Selinger: So basically, what you can do on the MCC level, you can create conversion actions and share them with individual accounts.
79 00:07:50.150 ⇒ 00:07:57.410 Robert Tseng: I mean, that… for Meta, that’s how you do it with… when you have multiple pixels, you just… you can do that. We do that for other clients, so….
80 00:07:57.410 ⇒ 00:08:02.729 Zoran Selinger: So that would… that would, be, a lot less messy.
81 00:08:02.880 ⇒ 00:08:08.970 Robert Tseng: Yeah. I would say, why don’t we just… can we try that while we’re asking amplitude?
82 00:08:09.610 ⇒ 00:08:20.289 Zoran Selinger: Sure, sure, I can, I can do, I can do, I’ll ask, Allison if we can, if she’s okay with me just creating a test conversion action.
83 00:08:20.770 ⇒ 00:08:29.010 Zoran Selinger: On the MCC level? Yeah. For now, and then I’ll ask if I can share it with an individual account.
84 00:08:29.010 ⇒ 00:08:29.730 Robert Tseng: Okay.
85 00:08:29.930 ⇒ 00:08:35.439 Zoran Selinger: Yeah, I can do that. I can do that, I get a confirmation, and I can try… try tomorrow, no problem.
86 00:08:35.620 ⇒ 00:08:41.890 Robert Tseng: Okay, so at this point, Google Ads conversion’s still not fixed. Yeah, and then…
87 00:08:42.500 ⇒ 00:08:53.469 Robert Tseng: Yeah, did we have… well, I guess the amplitude Health Felice Event Stitching staff, we haven’t touched, but that’s something I can explain more to Shreya on this call. Okay, so I’m just gonna take a note here, …
88 00:08:53.740 ⇒ 00:08:57.940 Robert Tseng: Actually, yeah, Zora, if you mind just, like, updating the ticket, …
89 00:08:58.140 ⇒ 00:09:00.380 Robert Tseng: Just kind of some thoughts there.
90 00:09:00.830 ⇒ 00:09:02.210 Zoran Selinger: the loophole.
91 00:09:02.490 ⇒ 00:09:03.350 Zoran Selinger: Alright.
92 00:09:03.350 ⇒ 00:09:07.750 Robert Tseng: Maybe we’ll… yeah, Shreya, do you want to kind of just give an update on where you’re at and….
93 00:09:07.750 ⇒ 00:09:20.890 Shreya Chowdhury: Yeah, so I was looking through the data tracking plan that you sent, and I’m kind of working on getting the diagram together in Whimsical or Figma, but in the meantime, I can.
94 00:09:20.890 ⇒ 00:09:22.479 Robert Tseng: Oh, wait, you moved out to Figma? Okay, great.
95 00:09:22.480 ⇒ 00:09:23.610 Shreya Chowdhury: …
96 00:09:23.830 ⇒ 00:09:33.160 Shreya Chowdhury: Yeah, do we also only have the free plan for? Because I didn’t have an invite, so I just, like, signed up using my account, and I was using the free version.
97 00:09:33.160 ⇒ 00:09:39.029 Robert Tseng: Oh, no, we do have a… we have a team plan, so I guess we can convert that over to that, but, yeah, okay.
98 00:09:39.250 ⇒ 00:09:39.770 Shreya Chowdhury: Awesome.
99 00:09:39.770 ⇒ 00:09:41.090 Robert Tseng: I can ask Rico for that.
100 00:09:41.090 ⇒ 00:09:51.719 Shreya Chowdhury: Yeah, and in the meantime, like, while I’m getting that, I just wanted to… I just put it in, like, this Google Sheet where I was mapping it out, so I noticed that…
101 00:09:51.790 ⇒ 00:10:08.729 Shreya Chowdhury: You had started mapping out some of the flows, and I’m… I’ll send this over in a thread, and we can discuss it more if you have bandwidth to look over it or have any opinions, but, I tried to follow some of the flows that you were using,
102 00:10:09.690 ⇒ 00:10:10.999 Shreya Chowdhury: So the…
103 00:10:11.290 ⇒ 00:10:23.540 Shreya Chowdhury: pre-purchase, purchase, post, and then the customer flows. I was looking through their website yesterday, and I was basically just clicking around, trying to see all the events that we could track.
104 00:10:23.540 ⇒ 00:10:24.310 Robert Tseng: Yeah.
105 00:10:24.310 ⇒ 00:10:40.939 Shreya Chowdhury: I changed the flows a little bit, and I’ll just briefly walk through it, and feel free to jump in if you have any opinions here, but the way that I am mapping this out is I kind of made this spreadsheet where I map out the pre-purchase, purchase flow, post-purchase, and then, I also made a couple of
106 00:10:40.940 ⇒ 00:10:50.109 Shreya Chowdhury: other flows that track additional events so that we can see, like, kind of customer conversions, customer churn, so I added this,
107 00:10:50.750 ⇒ 00:10:58.109 Shreya Chowdhury: Like, referral flow, like, when they… like, events that are triggered by, like, if someone clicks on a referral link or a sign-up link.
108 00:10:58.110 ⇒ 00:10:58.710 Robert Tseng: Yeah.
109 00:10:59.010 ⇒ 00:11:02.109 Shreya Chowdhury: in a retention flow here. …
110 00:11:02.540 ⇒ 00:11:21.129 Shreya Chowdhury: And I added, like, some details on onboarding, and then, like, the telehealth sessions. But I think the main ones to focus on, those are more of the customer flows that we haven’t mapped out yet. I think the big ones to focus on are the… the purchase funnel,
111 00:11:21.130 ⇒ 00:11:40.669 Shreya Chowdhury: So, I adjusted it just a little bit, based on each of the events there are. So, like, homepage visit, they can select, like, you know, where they’re located, and then here, like, in the location search, there’s an option for online telehealth, if they’re using online.
112 00:11:41.030 ⇒ 00:11:52.139 Shreya Chowdhury: And then, the OLS provider search request form opening, like, when they submit the form, creating their patient profile, and creating an appointment.
113 00:11:52.240 ⇒ 00:12:08.510 Shreya Chowdhury: And I mapped out, kind of, these properties, based on the events, so you guys can take a look and see, like, I don’t know if there’s any naming conventions you want to follow or whatever, but… Yeah. I just made a table for each of these flows for the events, and then…
114 00:12:08.600 ⇒ 00:12:13.819 Shreya Chowdhury: I’m, like, working on cleaning this up. This is, like, a sample of what the data could look like, but, …
115 00:12:14.050 ⇒ 00:12:32.109 Shreya Chowdhury: this is where, like, at the bottom, I kind of tried to follow the master tracking plan that you had. Yeah. Each event name, I had, like, a display name. I added, like, a KPI, like, if we’re interested here, so for homepage visit, it would be, like, how many sessions with a homepage visit or something. …
116 00:12:32.190 ⇒ 00:12:44.419 Shreya Chowdhury: I think you initially had, like, what triggers it, event definition, and then I also have, property type, and then the data type that it is. I added a sample of what it would look like, and so on.
117 00:12:45.280 ⇒ 00:12:59.059 Robert Tseng: Great. Yeah, no, I think this works. Yeah, with the KPIs, actually, like, something that could be helpful, yeah, I think it was good to break it out by flows here. If we could do, like, a metrics diagram, like…
118 00:12:59.330 ⇒ 00:13:12.499 Robert Tseng: like, a metrics tree kind of exercise as well, just so, like, they can kind of see, like, how you thought through the KPIs. I mean, I think everything will still be concentrated on the pre-purchase side, like you said, but, like, still, I think it’d be helpful.
119 00:13:12.500 ⇒ 00:13:12.940 Shreya Chowdhury: Yeah.
120 00:13:12.940 ⇒ 00:13:14.090 Robert Tseng: Think of, ….
121 00:13:14.230 ⇒ 00:13:34.419 Shreya Chowdhury: I was thinking of, like, just drawing something out, like, just on paper first, and then I’ll upload it as a diagram, but it’ll just be, like, no real numbers yet, but we can just have, like, a video of, like, the funnel, so, like, from session to home page to, like, how many actually reached the most bottom step, which is, like, creating the appointment or purchasing it. …
122 00:13:34.420 ⇒ 00:13:38.199 Shreya Chowdhury: And we can have something like that. And then additional, just, like.
123 00:13:38.410 ⇒ 00:13:42.949 Shreya Chowdhury: volume of, like, sessions and, like, some of the KPIs or whatever.
124 00:13:43.390 ⇒ 00:14:07.039 Robert Tseng: Okay, cool. Yeah, I think that would be a great visual to walk them through tomorrow. It seems like we’re not going to be able to fix the ads conversion error then, so that could be a good use of the check-in time. So just, like, a heads up, like, there will be… so Allison’s, like, the head of marketing, so she’ll be there. She’s… obviously, this is her priority, is to get the conversion tracking fixed. They’re gonna also have, like, an analyst on their side.
125 00:14:07.040 ⇒ 00:14:10.259 Robert Tseng: I work much with him. That’s who Adam is, I think.
126 00:14:10.320 ⇒ 00:14:35.160 Robert Tseng: Yeah, it seems like, you know, I think this is kind of a thing we have to tread on. So, I mean, Adam has no experience in amplitude, I don’t think he understands it. I don’t… I think he just does some of the traditional BI for their… for their team, but yeah, I think he’s somebody that we can kind of lean on if we have any questions about implementation, kind of why dashboards… what dashboard… what reports are currently being used, and, like, any of those, like, kind of, if you want to just sanity check the way that you’re thinking about
127 00:14:35.160 ⇒ 00:14:39.230 Robert Tseng: the business. I think he could probably provide context there. …
128 00:14:39.660 ⇒ 00:14:49.719 Robert Tseng: And then, … boot… tracking plan template… So, I guess…
129 00:14:51.270 ⇒ 00:14:54.459 Robert Tseng: Hmm, no, that’s not what I wanted to show.
130 00:14:56.030 ⇒ 00:15:01.210 Robert Tseng: So… Okay, sorry, you can keep going. I’ll just… I’ll be pulling something up.
131 00:15:01.210 ⇒ 00:15:16.510 Shreya Chowdhury: Yeah, no worries. So the ones that I’ve, you know, been able to be the most thorough with here and mapping them out is pre-purchase. For purchase, this is kind of, like, the events and steps I have so far. So, like, when they…
132 00:15:16.760 ⇒ 00:15:30.479 Shreya Chowdhury: like, the process of purchasing, so they’ll review, like, the provider date and time, this is where, like, the payment and insurance info comes in, and these fields, like, there’s a… there’s some redundancies here in, like, well.
133 00:15:30.480 ⇒ 00:15:41.649 Shreya Chowdhury: good redundancies, and, like, when they implement this, that also helps us map out the customer flow, so we can figure out, like, oh, if they actually paid, if they churn, if they change treatment plans, whatever. …
134 00:15:41.900 ⇒ 00:15:53.579 Shreya Chowdhury: But yeah, we can see when they submit payments, when they get insurance approval, and then once the appointment is confirmed, and then a confirmation email is sent.
135 00:15:53.580 ⇒ 00:16:13.219 Shreya Chowdhury: And this is where, like, I tried to be as specific as I could, get as specific without actually, like, creating an appointment, but I’m… we can send this over and see, like, you know, if any of the business processes haven’t been mapped out correctly. But I assume that the schema would look something like this. So you have, like, the session ID, the user, …
136 00:16:13.600 ⇒ 00:16:17.889 Shreya Chowdhury: And then, like, whatever step of the funnel they’re at, ….
137 00:16:18.500 ⇒ 00:16:42.549 Robert Tseng: Yeah, and if you’ve looked at the amplitude instance, so, like, something that I’m sure they’re all gonna ask about, I think this is great, good, good to show them, and then they’re gonna be like, oh, well, we’re, you know, collecting all this other info. I don’t think you’ve peaked that healthfully yet. It’s basically their ERP, which, or their EMR, and they’re sending… or that’s their booking platform, and they’re just sending way too much information and amplitude.
138 00:16:42.550 ⇒ 00:16:49.840 Robert Tseng: And so, I think they’re gonna wanna know, like, okay, what are you stripping out? What are you keeping? I think this kind of gets at it, where…
139 00:16:49.840 ⇒ 00:17:02.170 Robert Tseng: yeah, I mean, we’re gonna have these IDs, but there’s gonna be a… there’s a lot… they’re collecting a lot of other properties right now, and so I think just being able to… to speak to, like, what we would… what we would keep and what we would not, I… I think, …
140 00:17:02.370 ⇒ 00:17:12.800 Robert Tseng: there’s probably… I don’t think there’s a right answer on this. They’ve already signed a BAA with Amplitudes, so they can have PII data there, they just can’t send it to other places. And so, …
141 00:17:13.000 ⇒ 00:17:29.409 Robert Tseng: I… I think we can talk, you know, offline if you want some more kind of direction on, like, what… what to keep, what not to keep, but I think that’s gonna be something that she’s gonna ask about. She’s gonna be like, how did you narrow it down to the schema? We’re collecting all this other data, what do we do with it? Kind of thing.
142 00:17:29.610 ⇒ 00:17:47.240 Shreya Chowdhury: Yeah, so I think for now, I’ve just mainly been able to wise up mostly on their business processes, so as far as, like, what data to keep and not keep, for, like, general reporting and, like, their tracking and conversion, I would say, like.
143 00:17:47.620 ⇒ 00:18:01.299 Shreya Chowdhury: take… strip away, like, all of the super sensitive data, so, like, obviously we’re not gonna have, like… we can keep transaction ID and payment method, but we’re not gonna have, like, billing details. We’re gonna keep, like, a user ID for session, but we don’t necessarily want, like.
144 00:18:01.300 ⇒ 00:18:08.990 Shreya Chowdhury: the patient information, that kind of thing. But that’s just more of, like, from a gut sense, very high-level perspective. Sure.
145 00:18:08.990 ⇒ 00:18:18.899 Shreya Chowdhury: I think I would definitely need to, take a deeper look into the rest of it to have a more educated opinion on that, but I’m… I’m happy to…
146 00:18:19.030 ⇒ 00:18:23.680 Shreya Chowdhury: either give an uneducated answer or let someone else take that question. …
147 00:18:24.130 ⇒ 00:18:35.569 Shreya Chowdhury: But yeah, so that’s kind of how I mapped out the purchase flow, and then this is the post-purchase one, so, like, sending a reminder email,
148 00:18:36.120 ⇒ 00:18:40.680 Robert Tseng: Did you create an actual appointment with… I mean, I’ve done that before, and I’ve just, like, canceled it or whatever, but, like….
149 00:18:40.930 ⇒ 00:19:00.730 Shreya Chowdhury: No, I just kind of went through and looked through, like, all the options that there are, so for, like, each of the… or, like, and every, like, field in the forms, that I’m like, okay, like, let’s see all the options that there are, and then, like, if we want to… like, I feel like if we can err on the side of caution, then, like, we want to set up tracking for all of these events, and it’s, like.
150 00:19:01.770 ⇒ 00:19:08.089 Shreya Chowdhury: then if they don’t want some of those fields, like, you don’t have to use them, but at least you’re tracking, like, how many people are filling them out. ….
151 00:19:08.430 ⇒ 00:19:09.080 Robert Tseng: Okay.
152 00:19:09.460 ⇒ 00:19:19.259 Shreya Chowdhury: I don’t know if there’s, like, a trade-off there with, like, it being overkill or not, but, I mean, I’m open to taking some of them out, I was just trying to be thorough here.
153 00:19:19.620 ⇒ 00:19:20.220 Robert Tseng: Yeah.
154 00:19:21.180 ⇒ 00:19:39.069 Shreya Chowdhury: But yeah, and then after that, this is kind of like the, yeah, the post-purchase slash, like, appointment flow, so then you can see, like, oh, if the appointment, like, if they missed the appointment, if it was completed successfully, there’s a follow-up survey, so, like, if that was sent and completed, …
155 00:19:40.090 ⇒ 00:19:54.589 Shreya Chowdhury: And, yeah, the customer flow is a little bit more vague, so I’ve just been mapping it out based on, like, all the, like, events that I can see that happen. So there would be, like, referral, retention and churn.
156 00:19:54.780 ⇒ 00:20:00.470 Shreya Chowdhury: Onboarding, intake, and, like, the session itself.
157 00:20:00.560 ⇒ 00:20:14.969 Shreya Chowdhury: And we can honestly combine some of these, like, I also added a billing and insurance one, but some of these can be combined into one of them. I haven’t really had a chance to be as thorough with, like, some of the customer ones, just because there’s less, …
158 00:20:15.170 ⇒ 00:20:18.910 Shreya Chowdhury: like, actual tracking events on that side, I’m just trying to figure out, like.
159 00:20:19.540 ⇒ 00:20:23.599 Shreya Chowdhury: in theory, how we would set up tracking for that, but that’s kind of where I’m at.
160 00:20:23.600 ⇒ 00:20:47.920 Robert Tseng: I think at this point, it’s okay to not be super thorough on the customer side. I think as long as we know, like, generally what those milestones could be, kind of like how I had diagrammed it out before, we don’t have to… I think, you know, if we give them too many events to track, then they’re not going to know what to prioritize in terms of, like, what to… what to actually track, and because we’re going to be leaning on their team to update tracking at some point, like, I typically will just
161 00:20:47.920 ⇒ 00:21:00.640 Robert Tseng: focus on, like, the stuff that’s important, which will… it’ll just be the pre-purchase and probably purchase, post-purchase stuff, we probably won’t… we won’t… I don’t think we’re gonna get to in… in the next couple weeks, so… it’s just… Okay. Yeah.
162 00:21:00.640 ⇒ 00:21:15.889 Shreya Chowdhury: Yeah, what I can do for the rest of today is I’m probably gonna focus on, like, mapping out the first three, like, just the purchase flow, and I can add, like, a visual for, like, the funnel and the diagram that, you know, for the main KPIs that we would, like, how in theory we would want to look at them. Yeah.
163 00:21:16.160 ⇒ 00:21:39.460 Robert Tseng: Yeah, I just, Slacked, like, as the group, like, a measurement framework. You can kind of, you know, if that gives you a good starting point, just being able to… there’s, like, different categories, or vertical… yeah, there’s, like… and you can kind of change the categories you want, but it’s basically, like, pre… well, this is more for, like, a SaaS company, but you can kind of adapt it to, like, the different workflows that you’ve outlined already, so…
164 00:21:39.480 ⇒ 00:21:40.529 Robert Tseng: I think….
165 00:21:40.530 ⇒ 00:21:42.480 Shreya Chowdhury: Yeah, I can just look at that.
166 00:21:42.480 ⇒ 00:21:43.340 Robert Tseng: Okay.
167 00:21:43.340 ⇒ 00:21:49.670 Shreya Chowdhury: Yeah, and I’ll send this spreadsheet over. It’s still, like, a work in progress, but I’ll drop it in the thread if anyone wants to take a look at that.
168 00:21:49.670 ⇒ 00:21:51.239 Robert Tseng: Yeah, that sounds good.
169 00:21:51.680 ⇒ 00:21:59.040 Robert Tseng: All right, yeah, I feel like we have enough to cover in tomorrow’s update. I… I mean, I’ll be there, but I’ll probably just…
170 00:21:59.310 ⇒ 00:22:04.240 Robert Tseng: I mean, obviously, we’ll let both of you kind of, present kind of your stuff, and …
171 00:22:05.620 ⇒ 00:22:13.540 Robert Tseng: Yeah, let me see… So, I guess they sent over…
172 00:22:15.760 ⇒ 00:22:23.569 Robert Tseng: Allison had sent over this, like, Data warehouse with use cases… I haven’t really made…
173 00:22:24.120 ⇒ 00:22:26.310 Robert Tseng: Much sense of this yet.
174 00:22:31.470 ⇒ 00:22:36.360 Robert Tseng: I guess that’s on me. I can… I can review that, but I’m just gonna pull it off, and …
175 00:22:37.590 ⇒ 00:22:39.190 Robert Tseng: Let’s see…
176 00:22:46.330 ⇒ 00:22:48.630 Robert Tseng: I’ll share my screen real quick.
177 00:22:50.890 ⇒ 00:22:53.060 Robert Tseng: Nope, wrong screen.
178 00:22:56.990 ⇒ 00:23:00.240 Robert Tseng: Okay, so they sent me this thing.
179 00:23:02.060 ⇒ 00:23:07.139 Robert Tseng: data warehouse fields. They have a couple tables…
180 00:23:07.350 ⇒ 00:23:15.700 Robert Tseng: Okay, just like a patience object with… all this… demographic stuff.
181 00:23:16.270 ⇒ 00:23:21.739 Robert Tseng: First visit recorded… okay, so they already have, like, a customer data model of sorts.
182 00:23:21.890 ⇒ 00:23:24.779 Robert Tseng: Last visit, some of this insurance stuff.
183 00:23:25.190 ⇒ 00:23:29.450 Robert Tseng: Okay, great. Alright, I mean, I’ll throw this in our channel, too, but…
184 00:23:29.860 ⇒ 00:23:40.610 Robert Tseng: Seems like this is, this is all an amplitude already. Okay. And then everything else is not. Okay, so this might actually inform, Treya as she’s finishing that part apart.
185 00:23:40.610 ⇒ 00:23:53.440 Shreya Chowdhury: Yeah, I think that would be useful for the field where we’re like, oh, if it’s implemented yet or not, I think if those fields already exist, I’ll still keep them in these tables just to show the flow and the funnel. Yeah.
186 00:23:54.470 ⇒ 00:24:00.209 Shreya Chowdhury: But yeah, I can… I can cross-reference that with the fields that I added to see, …
187 00:24:00.570 ⇒ 00:24:03.889 Shreya Chowdhury: Which ones we need to implement, which ones we already have.
188 00:24:04.230 ⇒ 00:24:14.349 Robert Tseng: Okay, cool. And then everything, like, I don’t think we’ve really touched form submissions or anything, like, Zora and you’re not… we haven’t even looked at UTMs, so we’re still just focused on the.
189 00:24:14.350 ⇒ 00:24:20.940 Shreya Chowdhury: Yeah, well, I added a few. I think I do have, like, UTM source in some of the tables that I added, but.
190 00:24:20.940 ⇒ 00:24:21.690 Robert Tseng: Okay.
191 00:24:21.690 ⇒ 00:24:22.290 Shreya Chowdhury: Yeah.
192 00:24:24.620 ⇒ 00:24:29.899 Robert Tseng: All right, well, I think that’s, … yeah, I think that sounds good for a check-in. …
193 00:24:30.070 ⇒ 00:24:32.519 Robert Tseng: Anything else? Any other questions that you guys have?
194 00:24:33.920 ⇒ 00:24:38.449 Shreya Chowdhury: No, not too much. I think, yeah, for now, I’m just gonna focus on, like.
195 00:24:38.740 ⇒ 00:24:45.859 Shreya Chowdhury: the three that I have, and prioritize quality of the data tracking over quantity for right now, because I feel like.
196 00:24:45.860 ⇒ 00:24:46.320 Robert Tseng: Yeah, yeah.
197 00:24:46.320 ⇒ 00:24:53.450 Shreya Chowdhury: then there’s… it’s just a rabbit hole. So I’ll just focus on cleaning those up and getting something in a presentable state for tomorrow.
198 00:24:53.610 ⇒ 00:24:54.360 Robert Tseng: Okay.
199 00:24:54.960 ⇒ 00:25:03.919 Robert Tseng: Cool. Alright, and then Zoran, feel free to reach out to Allison directly. She knows you already. I’ll bring Shrey into the channel tomorrow after I make intros, so… Okay, cool.
200 00:25:03.920 ⇒ 00:25:14.330 Shreya Chowdhury: Sounds good. And then, do you want me to just send this over to you to present, or do you want me to be in the meeting tomorrow? Because I don’t have anything on my calendar, so I’m not sure if I’m supposed to or not.
201 00:25:14.530 ⇒ 00:25:16.110 Robert Tseng: Oh, …
202 00:25:19.670 ⇒ 00:25:22.020 Robert Tseng: I will add you.
203 00:25:22.320 ⇒ 00:25:25.200 Robert Tseng: Wait, I don’t even think they sent it over yet.
204 00:25:25.200 ⇒ 00:25:25.880 Shreya Chowdhury: Okay.
205 00:25:26.570 ⇒ 00:25:29.770 Shreya Chowdhury: Yeah, just want to make sure that I know what time it is.
206 00:25:29.770 ⇒ 00:25:35.149 Robert Tseng: Yeah, okay, I’m sorry, I don’t… I don’t think they added me either, so I’m gonna… I’m gonna follow up on that. Okay.
207 00:25:35.150 ⇒ 00:25:40.699 Shreya Chowdhury: Alright, cool, sounds good. But regardless, I’ll try to have it done by end of day today. Yeah.
208 00:25:40.700 ⇒ 00:25:42.479 Robert Tseng: Okay, cool. Thanks.
209 00:25:43.040 ⇒ 00:25:44.190 Robert Tseng: Bye, bud.
210 00:25:44.190 ⇒ 00:25:44.760 Zoran Selinger: Right?