Improve Post-Treatment Communications
Challenges
Patients struggled to stay on top of post-treatment care, leading to missed follow-ups and gaps in recovery, while doctors lacked tools to maintain communication and track progress.
Solution
Designed Zoop Care to bridge the gap between patients and doctors by integrating reminders, personalized health profiles, and real-time messaging into a seamless, approachable mobile app.
70% user retention rate in 6 months
1,000 appointments during the Care Day
$4 million raised in Seed funding
Company
Zoop Care
Position
Product Designer
Year
2020 – 2021
Market
Vietnam, B2C
Challenges
Imagine leaving a doctor’s office with a handful of instructions and a vague sense of what to do next. Days pass, life gets busy, and those instructions are forgotten or misplaced. For many patients in Vietnam, this scenario is all too common.
Vietnam’s healthcare system faced a critical issue: patients often lost track of their post-treatment care. With no clear follow-up or reminders, recovery plans fell apart, delaying treatment and worsening outcomes. 65% of patients reported feeling unsure about next steps in their care, leading to gaps in their recovery.
Doctors, too, struggled to stay connected with their patients. The lack of proactive communication tools left them unable to track progress or intervene when necessary. The result was a fragmented care experience, leaving patients and doctors disconnected at critical moments.
Solution
Now imagine having a trusted guide—a system that not only reminds you about follow-ups but connects you directly to your doctor for real-time support. This is what Zoop Care set out to provide.
I led the end-to-end design and development of Zoop Care mobile apps that changed post-treatment care by fostering seamless communication between patients and doctors.
The solution began with in-depth research to understand user motivations and barriers. Through interviews and the Jobs-to-be-Done framework, I and the team identified three key personas:
Caregivers managing family health
Health Advocates seeking premium services
Seasonal Users with occasional healthcare needs
Surveys confirmed that 70% of users saw reminders and direct communication with doctors as essential. These insights shaped the platform’s core features:
Automated prompts ensured patients never missed critical follow-ups.
Personalized health profiles for managing multiple family members.
Real-time messaging for patients to reach out to their doctors instantly, creating a continuous line of care.
To make healthcare feel accessible and inviting, I created a mobile design system with a soft, approachable aesthetic. UX writing ensured the app resonated with users, bridging communication gaps across diverse user groups.
Early testing revealed pain points, particularly for caregivers managing multiple profiles. I redesigned the layout to make profiles distinct and easy to navigate, reducing confusion and empowering users.
Collaborating with engineers, I ensured backend integrations were optimized for performance, while working with the marketing team on campaigns like Care Day which encouraged users to book follow-ups proactively.
Impact
Within six months of launch, Zoop Care achieved a 70% user retention rate, with over 10,000 monthly active users regularly booking appointments and staying connected with their doctors. During Care Day campaign, Zoop Care facilitated over 1,000 bookings in one month, driving healthcare habits among users.
Zoop Care’s success extended beyond patient engagement. The platform raised $4 million in its Seed round and earned recognition as one of Vietnam’s Top 100 SMEs by SME100® in 2020.
By bridging the gap between patients and doctors, Zoop Care truly turned fragmented recovery journeys into a seamless and connected experience.
