bewell
Super App for Preventive Healthcare
Company
Zoop Care
Role
Design & Platform Lead
Expertise
Design & Management
Year
'21 – '22
As the Design and later Platform Lead at Zoop Care, I was in the core team launching bewell, a HealthTech app providing accessible telehealth services and healthcare advice during COVID-19.
Problem Statement
The pandemic induced a surge in misinformation and inaccessible healthcare services. Our vision was to provide a reliable and accessible platform for qualified healthcare advice, free of charge, focusing on preventive measures.
For more info, refer to the Strategy Deck I created.
Discover
(1/4)
From June to August 2021, I built a Design team of 02 UX designers and 02 Visual designers. I guided the team in most steps in the double diamond design process, making sure they understood the intersection of business and design.
Externally, I conducted research and worked with Operations to understand the doctors better. I wanted the doctors could share our value of caring the end users, giving them the help they need in a gentle way. I also shared the user journey with both the Design team, the Ops team and the doctors to align everyone on the same UX our users should get.
(2/4)
The main concept behind bewell was Care Angel: Everyone has a personal Care Angel in their pockets. To make it connect with our target audience, we created a pill-shaped mascot that looks warm and caring, and applied the concept throughout the user journey.
UX designers ideated user flows and wireframes, envisioning how the interactions the user had with the app and with doctors should be like. Visual designers handled the branding, the UI design and delightful ineteractions, making the app friendly and inviting.
I took charge of Design Ops: managing the goals, the team workload and rituals, and mentoring team members to boost their confidence and performance.
Develop
(3/4)
I emphasized the importance of documenting almost everything in the process. The first time you note something down, you have more chances to clarify your thinking, and later your communication with others.
We documented everything UX and Visual in our Design Hub, to review when there's a big release coming or at the end of the month to do team retros.
At this stage, UX designers checked with the Operations team and doctors to ensure the UX was satisfying. Then we had online testing sessions via Maze and offline to test in focus groups. Visual designers worked with developers to implement design after user validation, in Figma versions.
Later on, I hired one UX writer to upkeep the brand voice and keep wording simple for accessibility.
Deliver
(4/4)
After 6 months, we served 1,200 calls on bewell and received the rating of 4.9/5. Many users said that the average quality they got from bewell was much better than offline visits, and one or two times trying the app changed their thinking of remote healthcare.
Outcome
User Engagement: The app quickly gained traction, with over 1200 monthly active users in the first month and high ratings on app stores.
Organizational Impact: I grew from the Design Lead to the Platform Lead position, leading the business strategy, business model and plans, ultimately an acquisition in Feb 2022.
