Case Study | 26 August 2025
How a UAE-Based Telehealth Platform Reshaped Its Services to Offer Smooth and Reliable Virtual Care
Posted by : Preeti Wani
A fast-expanding telehealth provider in the UAE faced hurdles such as inconsistent user engagement, growing concerns over data security, and a lack of clear market identity. While their technology was advanced, fragmented service delivery and limited patient engagement were slowing down growth. By working with Research Nester Private Ltd., the company adopted an integrated service model and restructured its brand strategy. These steps helped solidify patient trust, improve usability, and establish the company among the top telehealth platforms in the MENA region.
An overview:
The UAE’s healthcare sector has been steadily shifting toward digital solutions, a shift accelerated by the worldwide disruptions in 2020. Services such as AI-powered diagnostics, virtual consultations, and unified electronic health records have transformed from being optional to becoming standard expectations. The featured telehealth company was launched to bridge the gap between patients and licensed healthcare professionals through a secure, user-friendly, and multilingual digital platform. Their mission was simple make healthcare access as straightforward as ordering groceries online, while also staying aligned with regional regulations and safeguarding patient data.
Although the platform saw an initial wave of success, increased competition, shifting patient needs, and gaps in service integration began to erode its competitive edge. It became clear to the leadership that video consultations alone would no longer be enough; patients wanted complete, connected care experiences.
The Story
Founded in 2017, the platform initially targeted working professionals and families in urban UAE centers. Early services included:
- Real-time video consultations with licensed doctors.
- Electronic prescriptions sent directly to partner pharmacies.
- Basic wellness tracker integration.
In the first two years, the subscriber base grew quickly, boosted by convenience and early market entry. But by 2020, several new telehealth startups had entered the region, each bringing competitive pricing, multilingual services, mental health support, and specialized chronic care programs. The company soon encountered four main challenges:
- User Drop-Off Rates: While new users signed up, retention rates were falling. Patients often tried the platform once but did not get back for follow-ups.
- Fragmented User Experience: Patients had to use different systems for consultations, diagnostics, and prescriptions, resulting in drop-offs. There was no seamless transition between consultation, diagnosis, and prescription fulfillment.
- Data Security Issues: Rising public awareness of health data breaches raised doubts about the platform’s ability to secure sensitive medical information.
- Lack of Market Differentiation: Competitors were marketing aggressively with unique value propositions, making it difficult for the company to compete.
Recognizing the need for change, the leadership team partnered with Research Nester to create a strategy for sustainable growth.
Our Solution:
Research Nester initiated an in-depth market and brand assessment. The engagement was carried out in four strategic phases:
Competitive Benchmarking and Service Gap Analysis
- Studied 12 top-performing telehealth platforms in the MENA and Asia-Pacific regions.
- Identified unique differentiators such as AI-assisted symptom checks, multilingual video services, incorporated lab partnerships, and coordinated post-care.
- Compared these to the client’s present features to highlight weaknesses and missed chances.
Redesigning Patient Experience
- Collected data from 1,200+ patient feedback surveys to understand frustrations and unmet requirements.
- Recommended a single, unified patient dashboard combining appointment booking and reminders, secure storage of medical records, and prescription updates with home delivery tracking.
- Introduced an AI-powered triage tool to guide patients before they met a doctor, lowering unnecessary wait times.
Strengthening Data Security and Compliance
- Partnered with a UAE-based cybersecurity specialist to implement end-to-end encryption, biometric logins, and HIPAA-compliant cloud storage.
- Published a Trust & Transparency Policy to openly explain how data was stored, accessed, and protected.
Long-Term Market Positioning
- Developed a seven-year strategic roadmap that included service diversification, expansion into new GCC markets, and collaborations with insurers and corporate wellness providers.
- Advised a brand repositioning campaign under the theme Your Health, Anywhere, targeting accessibility, trust, and care continuity.
Results
1. Seamless Care Integration: The new dashboard helped patients to book scheduled appointments, receive prescriptions, and monitor recovery progress all in one place without leaving the platform.
2. Cybersecurity Leadership: Transparent communication about encryption protocols surged user trust ratings by 44% in six months.
3. Reduced Drop-Off Rate: Follow-up booking rates climbed by 32% due to personalized automated reminders and better care coordination.
4. Industry Recognition: Within 18 months, the company was ranked among the leading three telehealth companies in the UAE based on market shares and patient satisfaction reports.
5. Expansion Potential: Signed agreements with two major insurance providers and three corporate wellness partners to broaden coverage across the GCC region.
The Research Nester strategy predicted 15% annual revenue growth for the next five years, assuming continued service expansion and cross-border licensing. The company is now trying out specialized virtual clinics for mental health, women’s health, and chronic condition management.
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