bewell
Telehealth with empathy during COVID-19 crisis
Problem
During COVID-19, Vietnamese people experienced limited healthcare access and most healthcare apps didn’t meet their urgent support needs.
Solution
10,000+ users adopt healthier routines
1,200+ telehealth consultations
90% of user retention in 3 months
Company
Zoop Care
Position
Design Lead
Year
2021 – 2022
Market
Vietnam, B2C
Problem
When COVID-19 swept Vietnam, healthcare access deteriorated. Hospitals were overcrowded, clinics had hours-long wait times, and people feared infection risks from seeking care. Vietnamese users during the pandemic needed reassurance, immediate care, and clarity.
Existing solutions then overwhelmed users with complicated UIs and cold interactions. At Zoop, we knew that our solution needed to simplify the telehealth experience: making every interaction calming, immediate, and deeply human-centered.
Design principles
I established our core philosophy for the design team: bewell had to provide care that felt trusted, accessible, and comforting. Every design decision prioritized empathy and simplicity. Users were reaching out for human connection in moments of vulnerability.
The design had to embody trust, guide gently, and deliver clarity at every step, from booking a consultation to medication delivery at home.
What we built
I was in charge of building the design team while establishing design principle and ops rules.
I led the design team in user research, interviewing families and healthcare providers to uncover hidden emotional needs and practical challenges. Through surveys, interviews, and testing, we identified what created friction and anxiety, and conversely, what could build confidence and ease.
Later, I facilitated prototyping and testing interactions to ensure the most reassuring user journeys possible. I worked with the visual designers on the visual language and the UX designers interaction flows, and the UX writer on user messaging.
What we built
bewell emerged as a telehealth companion. At its core, the app provided easy video consultations with trusted 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 healthcare tips and gentle reminders to maintain health habits.
Visually, I directed the team to go with a calming purple-green color palette, rounded UI elements, and empathetic UX writing. Every interaction was intentionally crafted, whether users booked a call, chatted with doctors, or received health tips. The emotional experience of care was as carefully designed as the functionality itself.
Impact
From August 2021 to March 2022, bewell became a lifeline for thousands of Vietnamese families. Over 10,000 users adopted healthier daily routines, and more than 1,200 telehealth consultations bridged urgent healthcare gaps safely. The platform quickly earned a remarkable 90% user retention rate and achieved near-perfect ratings (4.9/5) on both App Store and Play Store.
Users consistently described bewell as their trusted healthcare partner, showing us the emotional connection and simplicity we designed resonated.
