Zoop Care
Post-treatment care for Vietnamese patients
Company
Zoop Care
Position
Product Designer
Year
2020 – 2021
Market
Vietnam, B2C
Problem
Patients in Vietnam missed post-treatment follow-ups, causing gaps in recovery.
Solution
Designed Zoop Care, a mobile app that bridge the communication gap between patients and doctors. Managed Zoop Care's booking design on website in Mar '21.
Impact
•
~70% user retention
•
1,000 appointments in Care Day campaign
•
Contributed to $4M raised in Seed round
Problem
Imagine leaving a doctor’s office with only a handwritten note outlining steps for your recovery, then forgetting half of what you heard. In Vietnam, this scenario was too common. Patients routinely missed follow-up appointments, struggled with medication, and felt lost navigating their recovery plans. Doctors, too, found it difficult to monitor patient progress effectively, creating fragmentation at precisely the moment when clear communication mattered most.
At Zoop Care, our mission was challenging: bridge the communication gap and simplify post-treatment care. My role as Product Designer was to design a mobile app that kept patients connected with their care providers, maintaining clarity throughout recovery.
Design principles
My guiding principle was simplicity. Every interaction had to feel clear and effortless. Users shouldn’t have to decode medical instructions, they should feel guided every step of the way.
The app needed to accommodate diverse user needs, from caregivers managing family health to individuals seeking premium services, all while fostering trust and ease. My design had to transform anxiety into confidence through thoughtful UX and a calming visual language.
Design process
Working with the PMs and GTM team, I ran user interviews and used the Jobs-to-be-Done framework to uncover insights into user motivations, anxieties, and behaviors. This helped define three distinct personas: caregivers handling multiple health plans, health advocates looking for personalized services, and seasonal users seeking convenience.
I translated these insights into prototypes, and conducted focus groups to update the UX through usability testing sessions. I also partnered with the marketing team to integrate engagement campaigns, such as our “Care Day” in March 2021.
What we built
Zoop Care was a mobile platform that simplified every aspect of post-treatment care. At its heart were medical and treatment reminders so users never missed crucial follow-ups or medications.
Personalized health profiles allowed caregivers to manage multiple family members. Real-time messaging fostered continuous dialogue between patients and doctors, replacing fragmented interactions with a reassuring sense of connection.
The visual design was calming and approachable with blue as the dominant color and clean layouts intentionally crafted to ease stress and uncertainty. The design system I created also ensured consistency and emotional resonance across all UX, from onboarding to daily use.
Impact
Zoop Care proved its value, achieving 70% avg. user retention rate. With more than 10,000 MAUs, the app became a daily tool, highlighted by the success of our "Care Day" campaign, driving over 1,000 follow-up appointments in March 2021.
Zoop Care app also contributed to the company's fund raising of a $4M Seed round and earned it recognition among Vietnam’s Top 100 SMEs by SME100® in 2020.
