bewell
Telehealth application rising in COVID-19
Company
Zoop Care
Position
Design Lead
Year
2021 – 2022
Market
Vietnam, B2C
Problem
During COVID-19, Vietnamese users lacked fast, reliable healthcare access. Existing telehealth apps failed urgent care needs.
Solution
Led the design team of 6 to launch bewell, a telehealth app offering free doctor video calls, real-time support, and health guidance.
Impact
•
10,000+ users adopted healthier routines
•
1,200+ telehealth consultations done in 6 months
•
90% user retention in 3 months
Problem
When COVID-19 hit Vietnam, accessing healthcare became stressful and difficult. Hospitals became overcrowded, clinics had long wait times, and people were afraid of infection risks when seeking care in person.
Existing telehealth apps overwhelmed users with busy UIs, cold interactions, and confusing user flows. Vietnamese users were looking urgently for trusted, clear, and empathetic care.
Design principles
I established our core philosophy for the design team: empathy and simplicity at every step, from booking consultations to home delivery of medications. We must provide an experience that users could trust completely and feel comforted by.
Design process
I led a design team of 6. We began with interviews and research, talking closely with families and healthcare workers. This gave the team insight into the emotional needs and practical pain points causing friction.
Later, I oversaw prototyping and testings to fine-tune interactions for maximum reassurance. I worked with the Visual Designers on the visual language, with the UX Designers on logical flows, and the UX Writer on supportive, empathetic messaging.
What we built
bewell launched as a trusted telehealth companion. The app provided video consultations with doctors and safe medication delivery, eliminating risks during the pandemic. To further humanize the experience, I introduced the “Care Angel,” a mascot and virtual assistant offering personalized tips and gentle reminders to maintain health habits.
Every touchpoint was designed intentionally. Users received clear guidance, calm reassurance, and personal support at the moments they needed it most.
Impact
From August 2021, bewell became a vital service across Vietnam. More than 1,200 telehealth consultations successfully filled critical healthcare gaps during the pandemic.
Within three months we saw retention reach 90%, and our apps earned near perfect user ratings (4.9/5) on App Store and Play Store. Users consistently described bewell as their trusted healthcare partner.
