End-to-End Application
Enterprise Platform
My1Health: Redesigning Digital Health Infrastructure for Medical Tourism
Highlight Overview
My1Health connects patients travelling abroad for medical treatment with partner hospitals overseas — a market where 70% of potential patients dropped out during signup and document collection, per an interview with founder and CEO Ryan Marincowitz. The internal tool managing this process relied on manual typing, forced every case through identical steps, and buried Medical Tourism Officers (MTOs, who each manage up to 50 active cases) in dense, error-prone screens.
I led the redesign of the client intake flow, centred on moving document collection to the start, adding OCR auto-extraction, and building a location engine to auto-rank partner hospitals.
Impact
- 100% of testers found and used core navigation without issue
- 95% completed the new registration flow without getting stuck
- 88% completed the new document-upload step successfully
- 6 features went directly onto the product roadmap, including one projected to cut manual entry by 78%
The Challenge
70% of potential patients dropped out during initial signup and document collection (source: CEO interview).
Redesign the client intake flow, centred on moving document collection to the start, adding OCR auto-extraction, and building a location engine to auto-rank partner hospitals.
My Role & Method
Role: Product Designer & UX/UI Specialist — Strategy, Interaction Design, Accessibility Audit, Prototyping & Testing
Tools used: Figma, Gemini AI, ChatGPT, Lyssna
- CEO interview — semi-structured and recorded session with founder/CEO Ryan Marincowitz
- User Testing — 13 semi-structured, recorded sessions with recruited participants online through Lysnna
- Heuristic evaluation — a structured usability audit of the existing site.
- Analytics review — traffic and drop-off data, plus a WebAIM contrast check that flagged the brand teal-on-white text at a failing 1.83:1 contrast ratio.
What I Found
I mapped everyone the system touches before designing any screens:
- Medical Tourism Officers (MTOs) — day-to-day operators managing up to 50 concurrent cases
- Country Managers — track booking volume and travel-corridor trends
- Clients (patients) — the people the system exists to serve
- Partner Desks — overseas hospital staff who need clean, complete files to make fast decisions
The CEO interview surfaced five sharp friction points:
- Missing or outdated patient records
- The 70% document-collection drop-off
- Passport/record name mismatches causing delays
- Visa “showstopper” deposits — large upfront sums some destination countries require to prove a traveller can support themselves
- Highly varied technical confidence among referral partners, many preferring WhatsApp over the internal system
Testing later surfaced a behavioural pattern the plan hadn’t anticipated: stressed clients often delay submitting documents, and officers had no way to catch a stalling case before it became a missed appointment.
The Solution
I restructured intake around four principles: streamline (cut clutter, plain-language labels), localise (auto-match patients to hospitals via travel corridors and visa timelines), automate (OCR capture moved to the start, not the end), and customise (routine vs. urgent cases follow different, prioritised workflows).
The redesigned flow — Intake & Identity → Flexible Document Capture → Location Match → Final Review:
- Flexible document capture — officers text a secure upload link or upload files themselves; either path triggers OCR extraction with a real-time accuracy score
- Automatic hospital matching (RPNS) — ranks best-fit hospitals the instant a patient’s home country and treatment type are entered, based on proximity, visa corridor, and flight-safety timing
- Error-safe final review — independently editable blocks (profile, hospital, logistics), so one mistake no longer means redoing the whole form
- Built from testing — a 48-hour stall alert that resurfaces stuck cases, and an “Urgent Logistics” panel for trips inside a critical 48-hour window
- Accessibility — contrast fixes, 48px-minimum tap targets, jargon replaced with plain language for non-native English speakers
Outcome
I validated the wireframes through unmoderated remote testing on Lyssna with 12 participants before moving to high-fidelity design (results below).
Ryan Marincowitz reviewed the work and put six features directly onto My1Health’s product roadmap: the RPNS location-matching logic, predictive stall-state alerts, the OCR-driven Secure Vault Bridge (projected to cut manual entry by 78%), “Fetch My Client” functionality, three-path personalisation (generalist/urgent/concierge), and an accessibility audit baseline. He called the RPNS matching logic the most ambitious conceptual design thinking.
My1Health Dashboard (cropped view) – Before & After
Above: Three standout changes include; stripped back interface that includes immediate necessary items, new Information Architecture to prioritise Clients, easier to scan User Interface with jargon free language.
My1Health – Appendix
Above: Rough wireframe sketches (Click to zoom)
Above: AI Wireframes created from rough sketches (Click to zoom)
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