Common daily issues often lead to major inventions. In 2004, Jeremy Stoppelman experienced a simple predicament when trying to find a competent physician to attend to him. However, searching for such a person on online platforms proved ineffective, as most websites only had contact information for different health professionals.This gave birth to a concept. Stoppelman began envisioning an online platform that would enable users to share reviews and give recommendations for other people. This is what eventually led to the creation of Yelp, which has become popular among consumers who are looking to make informed decisions when selecting local businesses within their neighbourhoods.Personal struggle with a wide reachScholarly sources support the story behind the development of Yelp. It is noteworthy that Yelp was initially developed to solve a specific problem rather than as a business idea. According to a study conducted at Stanford University, Yelp was originally supposed to rate physicians since Stoppelman struggled in finding a credible one.Healthcare services require high levels of trust, especially in cases when referrals are not available. Thus, patients have to seek other options when making decisions related to healthcare.Relevance of online reviews for healthcareAccording to research, the problem Stoppelman was experiencing was common. In a study indexed at the Journal of Medical Internet Research, it was discovered that online healthcare communities influence patient selection of doctors because the amount of reviews is essential.Reviews do not simply represent opinions. On the contrary, they provide recommendations for making decisions when one needs to act quickly.The existence of such research proves that there is an established topic in scientific literature regarding online consultation and recommendation system. These findings provide additional explanations for the success of the initial idea since it solved a real issue.
One man’s struggle for a doctor search led to a major tech platform. Image credit – Wikimedia
From doctors to general purpose servicesHowever, Yelp did not stay within the healthcare sector. This experience-sharing concept appeared relevant for various purposes. If consumers could use a platform like Yelp to select a good doctor, they definitely could use it to make more decisions.Studies have shown that what Stoppelman experienced is not an isolated case. According to various studies, online healthcare communities play a significant role in patient-doctor selection. One of the key factors is the impact of the number of reviews on patient selection processes.The fact that reviews are not only opinions but rather guidance for decision-making during urgent periods further explains the success of Yelp’s initial business idea. There is also evidence from systematic reviews conducted by researchers that shows online consultation and recommendation systems are now established domains of interest.Expansion of Yelp beyond the healthcare sectorStoppelman soon understood that his initial idea could be implemented in different sectors. It follows that, just like people need recommendations for selecting a healthcare provider, they also require assistance with selecting their preferred restaurant, mechanic, or salon.Research illustrates the fact that Yelp’s early emphasis on physicians was part of a bigger problem. Individuals did not have access to relevant information based on experience.As Yelp expanded its services past the healthcare sector, it converted its solution from one that is sector-specific to one that is universal. Yelp is now helping millions of customers make informed decisions about business ventures through customer experience data.Structured information rather than individual opinionsIt is safe to say that structure is one of Yelp’s biggest assets. Yelp makes reviewing and rating an easy process for customers.Various studies indicates that the number and visibility of reviews play a major role in determining user behavior. It supports the hypothesis that structured information is more helpful than individual opinions.Yelp made the selection process much quicker and more straightforward. It is vital in cases where quick decision-making is necessary, like choosing doctors and other service providers.
