During the COVID-19, FindDoc launched video consultations (VCs) to keep remote healthcare accessible. The service was timly, but the landing page wasn’t. Users struggled to understand the value, the process felt unclear and engagement dropped fast. My goal was to clarify the story, reduce friction and turn confusion into confidence.

The Problem

User behaviour and analytics pointed to a few clear issues:

• The landing page didn’t explain why or how video consultation worked
• Outdated FAQs and content weakened trust
• Booking required excessive scrolling through long time-slot lists
• Heatmaps showed rage clicks and frequent drop-offs

In short, users were interested, but getting lost.

Research & Direction

I ran a design audit using Google Analytics and Hotjar, alongside competitor reviews, press coverage and medical expert commentary. The insights were consistent: key information was buried, booking felt tiring and content wasn’t answering real user concerns.

Design Solutions

1. A Clear, Confident First Impression

I redesigned the hero section with localised, punchy messaging that instantly conveyed speed and ease:

• Traditional Chinese: “一剔過”
• Simplified Chinese: “一点通”

The vague “Learn More” CTA was replaced with a concise value summary, supported by a cleaner, more trustworthy visual style.

2. Making the Process Obvious

To remove uncertainty, I visualised the entire flow:

• An interactive flowchart for desktop
• A step-by-step, tabbed guide for mobile

This clearly distinguished video consultations from COVID-19 testing and helped users understand what would happen before committing.

3. Navigation That Works With You

I introduced a sticky navigation bar so users could jump to what they needed instantly. A persistent “Book Now” button kept momentum going, while doctor affiliations and media mentions added reassurance at key decision points.

4. Content That Builds Trust

FAQs were rewritten and expanded based on real user questions. I also optimised headings, metadata and structure to improve SEO and added new analytics to track engagement after launch.

Results

The impact was immediate and measurable:

Users understood the service faster, booked with less effort and stayed engaged longer, making remote healthcare feel genuinely accessible.

👉 FindDoc Video Consultation

Company	FindDoc
My Role	Product Design Lead
Platform	Website
Responsibilities	UX Research Responsive Design Content & Copywriting SEO Analytics Multilingual Translation

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