Phizz
Hybrid physiotherapy telehealth apps
A redefined physiotherapy services via hybrid telehealth platform that delivers quick service access, personalized rehab and progress motivation to users.
A redefined physiotherapy services via hybrid telehealth platform that delivers quick service access, personalized rehab and progress motivation to users.
Phizz
Client
Malaysian physiotherapy health provider
Client
Malaysian physiotherapy health provider
Client
Malaysian physiotherapy health provider
Scope
User research, UXUI, prototyping
Scope
User research, UXUI, prototyping
Scope
User research, UXUI, prototyping
Type
SAAS - Healthcare
Type
SAAS - Healthcare
Type
SAAS - Healthcare
Format
Responsive web design (mobile)
Format
Responsive web design (mobile)
Format
Responsive web design (mobile)
Year
2025
Year
2025
Year
2025
Reimagining Recovery Anywhere
With Hybrid Physio Telehealth
Reimagining Recovery Anywhere With Hybrid Physio Telehealth
Reimagining Recovery Anywhere With Hybrid Physio Telehealth
Concept
Concept
A pocket-sized physio coach - bespoke, smart, designed to restore your recovery at anytime, anywhere.
A pocket-sized physio coach - bespoke, smart, designed to restore your recovery at anytime, anywhere.
Frictionless onboarding: Access dashboard within seconds and catch up with your key recovery plans immediately.
Centralized solution hub: Track what to do and how far your recovery journey has progressed.
Rehab Exercise: Smarter and safer physio experiences structured for you to stay consistent with our AI coach.
Progress Track: Stay motivated by making recovery measurable with real-time insights and synced feedbacks.
Achievements: Track your streak, rewards earned and unlock new milestones to reinforce positive engagement and recovery.
Frictionless onboarding: Access dashboard within seconds and catch up with your key recovery plans immediately.
Centralized solution hub: Track what to do and how far your recovery journey has progressed.
Rehab Exercise: Smarter and safer physio experiences structured for you to stay consistent with our AI coach.
Progress Track: Stay motivated by making recovery measurable with real-time insights and synced feedbacks.
Achievements: Track your streak, rewards earned and unlock new milestones to reinforce positive engagement and recovery.
Frictionless onboarding: Access dashboard within seconds and catch up with your key recovery plans immediately.
Centralized solution hub: Track what to do and how far your recovery journey has progressed.
Rehab Exercise: Smarter and safer physio experiences structured for you to stay consistent with our AI coach.
Progress Track: Stay motivated by making recovery measurable with real-time insights and synced feedbacks.
Achievements: Track your streak, rewards earned and unlock new milestones to reinforce positive engagement and recovery.
Frictionless onboarding: Access dashboard within seconds and catch up with your key recovery plans immediately.
Centralized solution hub: Track what to do and how far your recovery journey has progressed.
Rehab Exercise: Smarter and safer physio experiences structured for you to stay consistent with our AI coach.
Progress Track: Stay motivated by making recovery measurable with real-time insights and synced feedbacks.
Achievements: Track your streak, rewards earned and unlock new milestones to reinforce positive engagement and recovery.
How We Impact
How We Impact
We tested with 4 participants across onboarding, AI coaching, progress tracking, and rewards:
We tested with 4 participants across onboarding, AI coaching, progress tracking, and rewards:
Seamless
Onboarding
Users achieved a 100% task completion rate, navigating onboarding and core flows independently with clear and intuitive experience.
Seamless
Onboarding
Users achieved a 100% task completion rate, navigating onboarding and core flows independently with clear and intuitive experience.
Real-Time
Engagement
Users are motivated to stay on track with the AI coach, guided by smart motion tracking and feedback systems.
Real-Time
Engagement
Users are motivated to stay on track with the AI coach, guided by smart motion tracking and feedback systems.
Boosted
Confidence
Users reported 3/5 overall satisfaction. The app is rated as easy starting point for recovery—even without prior telehealth experience.
Quick
Quick
Personalized
Personalized
Reliable
Reliable
Transforming physiotherapy into a connected, guided and motivating recovery experience
Quick
Personalized
Reliable
Transforming physiotherapy into a connected, guided and motivating recovery experience
Design Phase Walkthrough
Design Phase Walkthrough
Background
Background
Discover
Discover
The demand for physiotherapy in Malaysia is steadily rising due to sports injuries, chronic pain, aging populations, and post-surgery recovery needs.
With growing government and private initiatives supporting home healthcare, there is an opportunity to explore telehealth physiotherapy solutions that improve accessibility, convenience, and continuity of care for patients, caregivers, and practitioners.
The demand for physiotherapy in Malaysia is steadily rising due to sports injuries, chronic pain, aging populations, and post-surgery recovery needs.
With growing government and private initiatives supporting home healthcare, there is an opportunity to explore telehealth physiotherapy solutions that improve accessibility, convenience, and continuity of care for patients, caregivers, and practitioners.
Challenge
Challenge
Discover
Discover
We discovered the access to quality physiotherapy in Malaysia is often limited by distance, cost, mobility constraints, and long clinic wait times
We discovered the access to quality physiotherapy in Malaysia is often limited by distance, cost, mobility constraints, and long clinic wait times
We discovered the access to quality physiotherapy in Malaysia is often limited by distance, cost, mobility constraints, and long clinic wait times
These gaps lead to inconsistent rehabilitation for many patients. At the same time, caregivers lack timely professional guidance and practitioners struggle to monitor patient progress remotely, reducing the effectiveness of home-based recovery.
These gaps lead to inconsistent rehabilitation for many patients. At the same time, caregivers lack timely professional guidance and practitioners struggle to monitor patient progress remotely, reducing the effectiveness of home-based recovery.
Research Analysis
Research Analysis
Discover
Discover
Competitive analysis and user interviews were conducted with 5 participants ranging from ex-patient, caregiver and healthcare practitioner.
Competitive analysis and user interviews were conducted with 5 participants ranging from ex-patient, caregiver and healthcare practitioner.
1 Pain Points
2
3
1 Pain Points
2
3
1 Pain Points
2
3
1 Pain Points
2
3
"Long wait times at public hospital physiotherapy centers can be frustrating, especially for older patients like my grandfather."
Caregiver
"As a caregiver, I prefer fewer clinic visits supported by manageable home recovery programs that save time and cost."
Caregiver
"Long wait times for consultations, medication, payment, and physiotherapy often turn a single hospital visit into a half-day commitment."
Patient
“Patients need to be well-informed on root cause of injury, recommended treatment and expected recovery period.”
Patient
"Hybrid telehealth services can combine in-clinic visits with home-based consultations, depending on injury severity."
Patient
"A platform that enables real-time sharing of injury status or diagnosis could improve patient commitment and help prevent condition deterioration."
Practitioner
"Keeping up with weekly physiotherapy sessions can be challenging when balancing a busy routine."
Caregiver
"Some older patients find it challenging to complete exercises independently, making hybrid guidance and encouragement essential for ongoing support."
Caregiver
"Like many others, I have limited knowledge of medication management and emergency healthcare. Digital platforms can make essential health information more accessible."
Caregiver
"Long wait times at public hospital physiotherapy centers can be frustrating, especially for older patients like my grandfather."
Caregiver
"As a caregiver, I prefer fewer clinic visits supported by manageable home recovery programs that save time and cost."
Caregiver
"Long wait times for consultations, medication, payment, and physiotherapy often turn a single hospital visit into a half-day commitment."
Patient
“Patients need to be well-informed on root cause of injury, recommended treatment and expected recovery period.”
Patient
"Hybrid telehealth services can combine in-clinic visits with home-based consultations, depending on injury severity."
Patient
"A platform that enables real-time sharing of injury status or diagnosis could improve patient commitment and help prevent condition deterioration."
Practitioner
"Keeping up with weekly physiotherapy sessions can be challenging when balancing a busy routine."
Caregiver
"Some older patients find it challenging to complete exercises independently, making hybrid guidance and encouragement essential for ongoing support."
Caregiver
"Like many others, I have limited knowledge of medication management and emergency healthcare. Digital platforms can make essential health information more accessible."
Caregiver
"Long wait times at public hospital physiotherapy centers can be frustrating, especially for older patients like my grandfather."
Caregiver
"As a caregiver, I prefer fewer clinic visits supported by manageable home recovery programs that save time and cost."
Caregiver
"Long wait times for consultations, medication, payment, and physiotherapy often turn a single hospital visit into a half-day commitment."
Patient
“Patients need to be well-informed on root cause of injury, recommended treatment and expected recovery period.”
Patient
"Hybrid telehealth services can combine in-clinic visits with home-based consultations, depending on injury severity."
Patient
"A platform that enables real-time sharing of injury status or diagnosis could improve patient commitment and help prevent condition deterioration."
Practitioner
"Keeping up with weekly physiotherapy sessions can be challenging when balancing a busy routine."
Caregiver
"Some older patients find it challenging to complete exercises independently, making hybrid guidance and encouragement essential for ongoing support."
Caregiver
"Like many others, I have limited knowledge of medication management and emergency healthcare. Digital platforms can make essential health information more accessible."
Caregiver
"Long wait times at public hospital physiotherapy centers can be frustrating, especially for older patients like my grandfather."
Caregiver
"As a caregiver, I prefer fewer clinic visits supported by manageable home recovery programs that save time and cost."
Caregiver
"Long wait times for consultations, medication, payment, and physiotherapy often turn a single hospital visit into a half-day commitment."
Patient
“Patients need to be well-informed on root cause of injury, recommended treatment and expected recovery period.”
Patient
"Hybrid telehealth services can combine in-clinic visits with home-based consultations, depending on injury severity."
Patient
"A platform that enables real-time sharing of injury status or diagnosis could improve patient commitment and help prevent condition deterioration."
Practitioner
"Keeping up with weekly physiotherapy sessions can be challenging when balancing a busy routine."
Caregiver
"Some older patients find it challenging to complete exercises independently, making hybrid guidance and encouragement essential for ongoing support."
Caregiver
"Like many others, I have limited knowledge of medication management and emergency healthcare. Digital platforms can make essential health information more accessible."
Caregiver
"Long wait times at public hospital physiotherapy centers can be frustrating, especially for older patients like my grandfather."
Caregiver
"As a caregiver, I prefer fewer clinic visits supported by manageable home recovery programs that save time and cost."
Caregiver
"Long wait times for consultations, medication, payment, and physiotherapy often turn a single hospital visit into a half-day commitment."
Patient
“Patients need to be well-informed on root cause of injury, recommended treatment and expected recovery period.”
Patient
"Hybrid telehealth services can combine in-clinic visits with home-based consultations, depending on injury severity."
Patient
"A platform that enables real-time sharing of injury status or diagnosis could improve patient commitment and help prevent condition deterioration."
Practitioner
"Keeping up with weekly physiotherapy sessions can be challenging when balancing a busy routine."
Caregiver
"Some older patients find it challenging to complete exercises independently, making hybrid guidance and encouragement essential for ongoing support."
Caregiver
"Like many others, I have limited knowledge of medication management and emergency healthcare. Digital platforms can make essential health information more accessible."
Caregiver
"Long wait times at public hospital physiotherapy centers can be frustrating, especially for older patients like my grandfather."
Caregiver
"As a caregiver, I prefer fewer clinic visits supported by manageable home recovery programs that save time and cost."
Caregiver
"Long wait times for consultations, medication, payment, and physiotherapy often turn a single hospital visit into a half-day commitment."
Patient
“Patients need to be well-informed on root cause of injury, recommended treatment and expected recovery period.”
Patient
"Hybrid telehealth services can combine in-clinic visits with home-based consultations, depending on injury severity."
Patient
"A platform that enables real-time sharing of injury status or diagnosis could improve patient commitment and help prevent condition deterioration."
Practitioner
"Keeping up with weekly physiotherapy sessions can be challenging when balancing a busy routine."
Caregiver
"Some older patients find it challenging to complete exercises independently, making hybrid guidance and encouragement essential for ongoing support."
Caregiver
"Like many others, I have limited knowledge of medication management and emergency healthcare. Digital platforms can make essential health information more accessible."
Caregiver
"Long wait times at public hospital physiotherapy centers can be frustrating, especially for older patients like my grandfather."
Caregiver
"As a caregiver, I prefer fewer clinic visits supported by manageable home recovery programs that save time and cost."
Caregiver
"Long wait times for consultations, medication, payment, and physiotherapy often turn a single hospital visit into a half-day commitment."
Patient
“Patients need to be well-informed on root cause of injury, recommended treatment and expected recovery period.”
Patient
"Hybrid telehealth services can combine in-clinic visits with home-based consultations, depending on injury severity."
Patient
"A platform that enables real-time sharing of injury status or diagnosis could improve patient commitment and help prevent condition deterioration."
Practitioner
"Keeping up with weekly physiotherapy sessions can be challenging when balancing a busy routine."
Caregiver
"Some older patients find it challenging to complete exercises independently, making hybrid guidance and encouragement essential for ongoing support."
Caregiver
"Like many others, I have limited knowledge of medication management and emergency healthcare. Digital platforms can make essential health information more accessible."
Caregiver
"Long wait times at public hospital physiotherapy centers can be frustrating, especially for older patients like my grandfather."
Caregiver
"As a caregiver, I prefer fewer clinic visits supported by manageable home recovery programs that save time and cost."
Caregiver
"Long wait times for consultations, medication, payment, and physiotherapy often turn a single hospital visit into a half-day commitment."
Patient
“Patients need to be well-informed on root cause of injury, recommended treatment and expected recovery period.”
Patient
"Hybrid telehealth services can combine in-clinic visits with home-based consultations, depending on injury severity."
Patient
"A platform that enables real-time sharing of injury status or diagnosis could improve patient commitment and help prevent condition deterioration."
Practitioner
"Keeping up with weekly physiotherapy sessions can be challenging when balancing a busy routine."
Caregiver
"Some older patients find it challenging to complete exercises independently, making hybrid guidance and encouragement essential for ongoing support."
Caregiver
"Like many others, I have limited knowledge of medication management and emergency healthcare. Digital platforms can make essential health information more accessible."
Caregiver
Problem Statement
Problem Statement
Define
Define
Insight
Users need time-efficient, flexible and affordable scheduling system to seek for physio healthcare services.
Need
It is important to provide quick access to healthcare services to reduce waiting time, travel inconvenience and assess injury.
Point of View
Users need time-efficient, flexible and affordable scheduling system to seek for physio healthcare services.
How Might We
How might we design a scheduling platform that adapts to both urgent and routine consultation needs?
1 Access
2
3
Insight
Users need time-efficient, flexible and affordable scheduling system to seek for physio healthcare services.
Need
It is important to provide quick access to healthcare services to reduce waiting time, travel inconvenience and assess injury.
Point of View
Users need time-efficient, flexible and affordable scheduling system to seek for physio healthcare services.
How Might We
How might we design a scheduling platform that adapts to both urgent and routine consultation needs?
1 Access
2
3
Insight
Users need time-efficient, flexible and affordable scheduling system to seek for physio healthcare services.
Need
It is important to provide quick access to healthcare services to reduce waiting time, travel inconvenience and assess injury.
Point of View
Users need time-efficient, flexible and affordable scheduling system to seek for physio healthcare services.
How Might We
How might we design a scheduling platform that adapts to both urgent and routine consultation needs?
1 Access
2
3
Insight
Users need time-efficient, flexible and affordable scheduling system to seek for physio healthcare services.
Need
It is important to provide quick access to healthcare services to reduce waiting time, travel inconvenience and assess injury.
Point of View
Users need time-efficient, flexible and affordable scheduling system to seek for physio healthcare services.
How Might We
How might we design a scheduling platform that adapts to both urgent and routine consultation needs?
1 Access
2
3
User Persona
User Persona
Define
Define
We developed personas to better capture real user needs in managing physiotherapy recovery
We developed personas to better capture real user needs in managing physiotherapy recovery
We developed personas to better capture real user needs in managing physiotherapy recovery
These personas (patients, caregivers, and practitioners) highlight their key goals, pain points, and behaviors to guide the design of a more accessible and supportive telehealth experience.
These personas (patients, caregivers, and practitioners) highlight their key goals, pain points, and behaviors to guide the design of a more accessible and supportive telehealth experience.
Project Goals
Project Goals
Define
Define
We set out to design an intelligent hybrid physiotherapy experience
We set out to design an intelligent hybrid physiotherapy experience
We set out to design an intelligent hybrid physiotherapy experience
The solution delivers an efficient and accessible digital care experience by integrating AI-driven triage, personalized rehabilitation programs, and real-time motion feedback to improve recovery outcomes.
The solution delivers an efficient and accessible digital care experience by integrating AI-driven triage, personalized rehabilitation programs, and real-time motion feedback to improve recovery outcomes.
Feature Prioritization
Feature Prioritization
Define
Define
Hybrid rehab exercise as the primary solution
Hybrid rehab exercise as the primary solution
Hybrid rehab exercise as the primary solution
We conducted closed card sorting to prioritize key features, identifying hybrid rehabilitation approach can potentially support home-based physiotherapy through guided exercises and accessible recovery insights shared within the same ecosystem.
We conducted closed card sorting to prioritize key features, identifying hybrid rehabilitation approach can potentially support home-based physiotherapy through guided exercises and accessible recovery insights shared within the same ecosystem.
Sitemap
Sitemap
Develop
Develop
The sitemap establishes a clear information architecture that prioritizes essential features, user flow clarity, and content hierarchy—supporting seamless access to care, guided rehabilitation, and hybrid progress tracking under clinical supervision.
The sitemap establishes a clear information architecture that prioritizes essential features, user flow clarity, and content hierarchy—supporting seamless access to care, guided rehabilitation, and hybrid progress tracking under clinical supervision.
Wireframes
Wireframes
Develop
Develop
Wireframes translate insights into clear layouts and user flows, validating usability and structure prior to visual design.
Wireframes translate insights into clear layouts and user flows, validating usability and structure prior to visual design.
Prototype Improvements
Prototype Improvements
Develop
Develop
Design iterations were validated through A/B testing with a mentor and peer group during critiques. The main refinements involved improving information clarity and legibility for more effective insight tracking.
Design iterations were validated through A/B testing with a mentor and peer group during critiques. The main refinements involved improving information clarity and legibility for more effective insight tracking.
Usability Test
Usability Test
Deliver
Deliver
We recruited 4 participants to evaluate the usability, potential user friction touchpoints and interface designs while navigating through the telehealth solutions with intended task flows.
We recruited 4 participants to evaluate the usability, potential user friction touchpoints and interface designs while navigating through the telehealth solutions with intended task flows.
Learn & Iterate
Learn & Iterate
Deliver
Deliver
Homepage navigation clarity is the main bottleneck for feature access
Homepage navigation clarity is the main bottleneck for feature access
Homepage navigation clarity is the main bottleneck for feature access
Based on the usability test insights, the design was refined to improve navigation clarity and prioritize essential actions, ensuring faster and more intuitive access once users land on the home dash.
Based on the usability test insights, the design was refined to improve navigation clarity and prioritize essential actions, ensuring faster and more intuitive access once users land on the home dash.
Next Steps
Next Steps
Deliver
Deliver
From pixels to experience,
let’s build it together
2026 brianchan
All rights reserved.
From pixels to experience,
let’s build it together
2026 brianchan
All rights reserved.
From pixels to experience,
let’s build it together
2026 brianchan
All rights reserved.