Launching and Rebuilding Smart Clinic to Expand ZappQ Beyond Doctor Booking
Led the redesign and relaunch of Smart Clinic, enabling lab test discovery, package selection, and home sample booking, expanding ZappQ beyond doctor appointments.
Overview
Problem
ZappQ initially only supported doctor booking. Smart Clinic was introduced to enable lab test booking, but the initial launch failed due to poor usability. Key issues:
- Lab tests were unstructured and difficult to discover
- No clear package structure or categorization
- Booking and checkout flows were unclear
- UX did not align with real lab workflows
- Feature had no meaningful user adoption
The system was unusable and not scalable.
Root Cause
The initial Smart Clinic system lacked proper product structure.
- No structured lab test categorization
- No scalable package structure
- Poorly designed booking and checkout flow
- UX not aligned with real operational workflows
The feature was launched without a scalable product foundation.
Solution
Led end-to-end redesign and relaunch of Smart Clinic. Key changes:
- Defined structured lab test discovery system
- Organized lab tests into health-based categories
- Designed structured lab package system
- Redesigned booking, cart, and checkout flows
- Designed complete user journey from discovery to booking
- Created scalable structure aligned with lab operations
This transformed Smart Clinic into a usable and structured feature.
My Role
- Led product redesign of Smart Clinic user experience
- Defined lab test discovery and package structure
- Designed end-to-end booking and checkout flows
- Created PRD and product requirements
- Worked with engineers to implement redesigned system
- Validated usability and correctness after rollout
Solution was designed and executed in collaboration with tech leadership.
Impact
- Enabled structured and usable lab test booking
- Expanded ZappQ beyond doctor booking into diagnostics
- Established scalable foundation for lab services
- Transformed unusable feature into structured product capability
- Successfully transformed an unusable initial release into a functional and operationally viable product experience
Why This Mattered
- Expanded platform capability beyond doctor appointments
- Enabled new healthcare service category within ZappQ
- Demonstrated platform scalability beyond single use case
- Established foundation for future healthcare service expansion
Note on Feature Lifecycle
Smart Clinic was later discontinued due to business and operational constraints related to third-party vendor integration and strategic prioritization. The discontinuation was driven by business and vendor constraints, not product usability or technical limitations. The product work established scalable foundations and validated platform capability expansion.