Empowering Preventative Healthcare
Challenges
During COVID-19, Vietnamese families faced limited healthcare access and most if not all telehealth tools didn’t meet their deep needs.
Solution
10,000+ users adopt healthier routines
1,200+ telehealth consultations
90% of user retention in first three months
Company
Zoop Care
Position
Design Lead
Year
2021 – 2022
Market
Vietnam, B2C
Challenges
During the height of the COVID-19 pandemic, Vietnamese families faced immense challenges accessing healthcare. Hospitals were overcrowded, wait times became unsafe, and fear of infection kept many away from clinics. For a country where trust in family doctors is deeply ingrained, the pandemic created a sense of disconnection from essential care.
Existing telehealth solutions offered limited help. Many were overly complex, with fragmented tools and workflows that felt impersonal and frustrating. Vietnamese families needed more than a basic app—they needed a solution that felt as dependable and approachable as their family doctor.
See more in the Strategy Deck I created.
Solution
As Design Lead, I led the creation of bewell, a telehealth platform designed to be intuitive, supportive, and deeply aligned with the needs of Vietnamese users. My role spanned defining the vision, leading cross-functional teams, and ensuring that every decision prioritized the cultural and practical realities of our audience.
To understand user challenges, I conducted interviews and surveys that revealed recurring pain points. Families shared fears about hospital visits, frustrations with overly complicated apps, and a desire for simple, trusted guidance. These insights shaped bewell’s purpose: to bring healthcare back into users’ hands with simplicity and care.
At the heart of the platform was the Care Angel, a virtual assistant providing tailored health insights, reminders, and support. Early prototypes attempted to solve too many problems, leaving users overwhelmed. I led the team in simplifying the platform to focus on two core functionalities: telehealth consultations and medication delivery. This focus ensured that bewell addressed the most pressing needs while remaining easy to navigate.
The design prioritized trust and comfort, with a calming purple palette and rounded interface elements inspired by the warmth of family care. I worked closely with engineers to ensure smooth functionality and with UX writers to craft clear, empathetic messaging that avoided technical jargon. These collaborative efforts ensured the platform felt seamless and reliable.
After launch, I led iterative improvements based on real-world data. For example, when reminders showed low engagement, I directed the team to redesign to make notifications shorter, clearer, and more actionable. This update increased user engagement by 20%.
Impact
From August 2021 to February 2022, bewell transformed how Vietnamese families managed their health. Over 10,000 users adopted healthier routines, using the platform to track their well-being with confidence. More than 1,200 telehealth consultations connected users with trusted doctors, bridging the gap between safety and access during a critical time.
bewell apps also achieved a 4.9/5 rating on app stores while retention rates reached 90% in the first three months, demonstrating it as an essential part of users’ daily lives. The Care Angel became the platform’s standout feature, helping families stay proactive about their health in a personal and supportive way.
