My1Health Digital Health Infrastructure
End-to-End Application
Enterprise Platform
Project Overview
The medical tourism market involves patients travelling across international borders to receive medical treatments, procedures, or specialist care that might be unavailable, more expensive, or delayed by long waiting lists in their home countries.
I led the redesign of the My1Health Referral Partner Network System (RPNS), focusing specifically on how new patients/clients are signed up and how their profiles are created. The goal was to take a complex, highly technical medical logistics setup and make it feel straightforward, accessible, and deeply caring.
While the early research showed that clients also needed a secure way to upload documents themselves, I had to push that feature aside due to limited time and engineering resources. Instead, this project focused entirely on improving the internal software dashboard used by Medical Tourism Officers (MTOs), making it much faster and simpler for them to sign up clients who are travelling overseas for medical care.
Timeframe
9 weeks
My Role
Product Designer & UX/UI Specialist (Strategy, Interaction Design, Accessibility Audit, Prototyping & Testing)
Tools
Figma, Lyssna Usability Testing
The Challenge
Bridging high-stakes medical logistics with compassionate user-centric design
The medical tourism market is growing rapidly, but a major problem stands in the way: 70% of potential patients drop out during the initial signup and document collection phases.
The legacy My1Health system suffered from major slowdowns because it relied on too much manual typing, forced everyone through the exact same steps, and crowded the screen with messy text. This caused severe eye strain and confusion for internal officers who handle heavy workloads, while failing to provide easy guidance on where to send clients for overseas care.
Objective/Goal
The goal for the refresh was to clean up, simplify, and automate the Refer new client booking screens.
Key targets included:
- Cutting down manual work for Medical Tourism Officers by 60%.
- Stopping typing mistakes by letting the system automatically read documents.
- Showing nearby hospital recommendations directly on the main workspace.
- Meeting strict web accessibility standards (WCAG 2.2) for ease of use by all system users.
My Design Process
To design a system that works reliably for the medical industry, a clear step-by-step approach was used to balance healthcare rules with everyday user needs.
By taking the project through the core stages of design—understanding the users, defining the core problems, brainstorming solutions, building visual mockups, and testing them with real people—complex clinical data and medical logistics were transformed into an easy-to-use digital system that can grow with the business.
Phase 1: Empathise (Research)
Understanding My1Health Users
Before starting on any of the visual designs, it was vital to map out exactly how the different people involved interact with the system. I broke down users into four distinct groups, covering both My1Health internal staff and the external people they serve:
The MTC (Medical Tourism Officer)
The everyday staff member managing up to 50 complex patient cases at the same time. They need screens that are easy to scan quickly and fast shortcuts to get things done.
The Country Manager
The big-picture supervisor who tracks total bookings and keeps an eye on popular travel routes (like patients moving from England to Turkey).
The Client (Patient travelling)
The actual patient who is under a lot of emotional and physical stress and needs simple, trustworthy digital steps.
The Partner Desk
The international hospital staff who need clean, perfectly organised medical files to make immediate healthcare decisions.
Critical issues and manual friction points
An interview with My1Health Founder and CEO, Ryan Marincowitz, highlighted the most critical issues and manual friction points in the existing system:
- Missing or Delayed Patient Medical Records
This was identified as the single primary cause of both system delays and manual entry struggles, as partners frequently find it difficult to access up-to-date patient records (under 6 months old). - The Document Collection Drop-Off
A massive 70% of potential patient drop-offs occur right at the beginning during the initial onboarding and manual document collection phases. - Name Mismatches
Frequent administrative delays are caused by basic verification errors, specifically when names on submitted medical records do not match the patient’s passport. - Visa Process “Showstoppers”
Managing international travel logistics is a severe hurdle, particularly because destination countries like Turkey and the UK frequently require upfront deposits before issuing official visa invitation letters. - Varied Technical Confidence
Many referral partners have highly varied technical skills and often prefer using basic tools like WhatsApp over logging into complex, text-heavy internal systems.
To fix these core headaches, it was explicitly requested that the redesign prioritise automated OCR scanning for passports to eliminate typing mistakes and AI summarisation for medical reports to cut down the heavy manual workload.
The Four Pillars of the Redesign
The new design anchored around four core layout goals:
1. Streamline (Workflow Refresh)
Removing visual clutter and using friendlier common words (like swapping “Country of Residence” for “Home Country”).
2. Localise (RPNS Integration)
Building a system that automatically looks at travel corridors, visa processing times, and safe post-surgery flight windows to suggest the closest best hospital.
3. Automate (Secure Vault & OCR)
Moving document collection to the very start of the ‘Referral’ process so the system can automatically pull out key text.
4. Customise (User-Customised Workflows)
The system automatically adjusts the workflow based on whether a client needs routine care or urgent treatment. This simple change ensures that time-sensitive cases are immediately flagged so staff can process them much faster.
Phase 2: System Architecture & Journey Re-engineering
Designing the New Patient Journey
The re-engineered system moves the major document steps to the very beginning of the layout, breaking the workflow down into four clear parts:
1. Intake & Identity ──> 2. Flexible Document Capture ──> 3. Location Match ──> 4. Final Review
Above: First User Flow concept for Intake and Profile Creation. Aspects of this flow changed over the wireframes User Testing period.
1. Intake & Identity Verification
The journey begins on the main dashboard when an officer clicks “Refer new client”. The screen instantly surfaces active clients and pulls up their basic profile information (Name, Nationality, DOB) while giving the option to quickly add travel companions.
2. Flexible Document Capture (The Friction Fork)
To stop patients from dropping out during signup, the process splits into two easy options for gathering needed files like passports, medical records, and travel details.
- The Text Message Option: Staff can choose to send a text message with a secure link directly to the Client’s phone. Once sent, the patient’s status on the screen automatically changes to “Awaiting Docs” while the system prepares to read the incoming files.
- The Manual Option: Staff can simply drag and drop the patient’s files directly into the system themselves.
Whichever path is chosen, the system automatically reads the uploaded documents via OCR, pulling out the key identity details, medical file identity matching, and auto-populating identity forms. When uploaded documents scan the system shows a real-time accuracy score to make sure the information is correct to either the MTO or the Client.
3. Location Match (Regional Proximity Network Selection – RPNS)
The MTO staff member starts by putting in the type of medical care needed and choosing a priority level (Standard vs. Urgent). As soon as they select the client’s home country, the system’s smart location engine kicks in behind the scenes. Instead of forcing staff to search blindly through a massive directory, the screen automatically displays a curated list of appropriate nearby hospital hubs.
The system figures this out automatically using its built-in location and rules engine, which runs quietly in the background the moment a patient’s home country and treatment type are selected.
- Travel Distances: The system uses built-in mapping data to instantly calculate the exact flight distance and travel times between the patient’s home country and our network hospitals.
- Safe Flying Timelines (Post-Op Window): Based on the specific medical procedure selected, the system cross-references a set of medical safety rules to calculate how many days a patient must wait after surgery before it is safe to fly home.
- Visa Processing Times: The system actively monitors current international visa pathways and automatically maps out the typical approval timelines and deposit requirements for each destination country.
Instead of forcing MTO staff to look all of this up manually across different websites, the system combines these pieces of data instantly to rank the best hospital choices for that specific Client.
4. The Final Review
The final step is a “Review & Submit” screen that acts as a safety net to catch mistakes before anything is sent. It groups all the patient’s information into three simple, easy-to-read sections: their profile, the chosen hospital, and travel logistics. Each section has its own “Edit” button, so if staff notice an error, they can jump back to fix that specific detail without messing up or wiping out the rest of the form.
Phase 3: Wireframing and Usability Testing with Lyssna
Testing and Improving the Wireframe Layout
Once the steps in the new user journey were mapped out, Phase 3 focused on turning those backend ideas into simple, visual screen layouts called wireframes. The primary goal was to ensure that important everyday shortcuts—like the “Refer new client” button—stay clear and visible on the screen, even during heavy administrative tasks.
Instead of overcrowding the workspace with dense, text-heavy tables that cause visual fatigue, the wireframes introduced a clean, highly scannable layout. This structural approach perfectly balances fast daily task management with a clear, organised view of active travel routes.
Rather than showing a chaotic list of patient names, the main dashboard groups and filters active files by destination country—such as Turkey, Thailand, or Malaysia. This tailored setup allows Medical Tourism Officers to see the bigger picture of the workload at a glance, helping to instantly spot exactly which global corridors have the most active cases moving through them.
Unmoderated Validation Metrics
I ran early wireframe clickable layouts through remote user testing on a platform called Lyssna with a group of 12 testers. The test measured how fast users could move through the screens and where they got confused, yielding excellent results:
- 100% of users easily found and used the main navigation menu.
- 95% completed the new registration steps without getting stuck.
- 88% successfully made it through the new document upload layout.
Phase 4: Visual Governance & High-Fidelity Design.
Merging Usability Insights with System Intelligence
The final phase translated the validated structural wireframes and Lyssna testing data into a high-fidelity workspace where brand identity and system intelligence merge. The user interface utilises a highly tailored colour palette—Deep Teal to instil user trust and Orange to highlight crucial CTAs. The interface establishes a clean typographic hierarchy and real-time processing status changes.
Smart Changes Made After Testing
The first flow chart mapped out the basic steps for signing up patients, but testing with real user testers showed some tricky, real-world problems. To make the app work better under pressure, I added a few key updates before finishing the final designs:
Smart Alerts for Stuck Cases
Testing showed that stressed-out Clients often take longer to submit documentation. To prevent documentation from being forgotten, the system now tracks the time. If an MTO gets stuck waiting for documents for more than 48 hours, their Client table row on the screen pulses a soft orange and moves to the top of the list so staff can check in on them.
An “Urgent Logistics” Panel
Since upcoming flight and arrival details can easily get buried under a high volume of daily digital entries, the system layout includes a special panel that stays completely hidden during routine work. The moment an active case file enters a critical 48-hour window before a trip, this panel automatically appears and locks to the top of the screen to keep immediate travel details right in plain sight.
Easy Fixes Without Losing Data
The initial plan didn’t account for simple mistakes caught right at the end. To prevent MTOs from having to wipe out the whole form and start over, the final review step splits the information into separate blocks. Each block has its own “Edit” button, letting staff jump back to fix one detail without losing the rest of the work.
Steps in the Final Refer a Client process
** Tip ** Click on the thumbnails to view large version
Dashboard
- Client Details: MTOs can Search, Fetch, or Upload Passport
2. Medical Documents: Send SMS to Client Option
2. Send SMS with preview
3. Service Type – Selecting type, Routine/Urgent, and Companion Traveling
3. Service Type continued – Home Country and preferred country location, hospital recommendations based on proximity to Client Home Country,
4. Review and Submit
Final Prototype animations
(Below are snippets of the final prototype converted to animated gifs. For high quality versions of the project, review the thumbnails under Phase 4 above)
Making the System Accessible to Everyone
Due to the platform needing to support Medical Tourism Officers with a wide variety of technical backgrounds and digital confidence, making the system easy to use was a vital part of the design:
- Better Contrast: The original brand teal was modified to make the text much sharper and easier to read for individuals with lower vision or those working under heavy glare.
- Bigger Buttons: All primary interactive buttons were expanded to a minimum height of 48 pixels, ensuring they are easy to click and tap accurately regardless of digital experience or physical tremors.
- Simpler Words: Confusing medical and technical jargon was replaced with clean, everyday words to support officers who are non-native English speakers.
Final Thoughts & Future Roadmap
The strategic redesign of the My1Health platform was highly validated by the CEO of My1Health, with major conceptual and operational features being selected for strong future consideration on the company’s official product roadmap.
Roadmap Consideration
Key design solutions selected to be taken onto the development roadmap for future integration include:
- The RPNS Logic: Transitioning the platform from a static hospital directory to context-aware, guided suggestions based on patient nationality, visa corridors, and flight proximity.
- Predictive Stall States: Implementing the 48-hour amber and 72-hour red pulse alerts to turn standard tracking into proactive operational tooling.
- Fetch Existing Client Functionality: Resolving a real workflow gap by allowing immediate access to pre-assigned client files.
- The SMS Secure Vault Bridge: Moving forward with the automated document capture flow and OCR extraction to test the projected reduction in manual entry.
- Three-Path Personalisation: Activating flexible generalist, urgent, and multi-companion concierge workflows to match varying patient needs.
- Accessibility Baseline: Adopting the rigorous WCAG audit foundations to protect system usability.
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Senior Product Designer | Enterprise Systems & Strategy
I bridge complex business logic and intuitive UX. With over a decade of experience across digital health, insurance, and media, I lead cross-functional teams to deliver scalable, accessible, and high-impact digital products.
POINTS TO CONSIDER
Why Choose Me?
Enterprise Design Systems
Architecting and governing scalable component libraries to accelerate development, eliminate design debt, and unify cross-platform products.
Accessibility & Inclusion
Embedding WCAG 2.2 compliance deeply into the product lifecycle as a core design pillar, ensuring digital equality.
Product Strategy & Leadership
Leading agile teams through data-driven heuristics, research, and iterative testing to turn complex ambiguity into market-ready solutions.