My 1Health: designing a role-switching referral-partner booking workflow

Program
Advanced Prototyping, Harness Projects
Timeline
March – June 2026
My Role
UX Designer
Category
Product Design, End-to-End

Context

My 1Health is a medical travel platform. Patients travelling for care are typically brought in by referral partners, who then need to coordinate bookings with the platform's internal agents. This project focused on the referral-partner booking workflow: the path a referral partner takes to get a patient booked, and the corresponding path an internal agent takes to manage that booking on the other side.

Placeholder artefact: My 1Health referral-partner platform context overview
Placeholder — platform context overview, to be replaced with project artefact.

Problem

A booking workflow like this has two very different users with two very different needs, sharing the same underlying process: a referral partner outside the organisation initiating a booking, and an internal agent processing it. The workflow had to work for both without becoming two disconnected products.

My Role

I worked as the UX designer on this project end to end: research and synthesis, wireframing, prototyping, and developer handoff, presenting the finished work directly to My 1Health's CEO and founder.

Process

I started with sketches to explore the shape of the referral-partner and internal-agent flows before committing to wireframes. From there I built a fully interactive, role-switching Figma prototype covering both user flows — referral partner and internal agent — so stakeholders could experience the workflow from either side within a single prototype.

Alongside the prototype, I produced a synthesis document with personas and journey maps to ground the design decisions in the two users' actual needs, and a developer handoff document so the engineering team could build from the prototype directly.

Placeholder artefact: My 1Health referral-partner flow wireframes
Placeholder — referral-partner flow wireframes.
Placeholder artefact: My 1Health internal-agent flow prototype screens
Placeholder — internal-agent flow prototype screens.

Key Insights

  • The referral-partner and internal-agent flows needed to be designed together, not separately, since they're two sides of the same booking — a role-switching prototype made that relationship visible to stakeholders.
  • Grounding both flows in personas and journey maps before wireframing kept the workflow anchored to what each user actually needed at each step, rather than a generic booking form.

Outcome

The completed prototype and supporting documentation were presented to My 1Health's CEO and founder. My mentor, Justin Crane, assessed the project as among the most thorough and strategically grounded in the cohort.

Placeholder artefact: My 1Health final prototype presentation screens
Placeholder — final prototype presentation screens.

Of all the work I saw across the cohort of this program, yours was among the most thorough, most strategically grounded, and most carefully built.

Justin Crane, Mentor, Harness Projects

What I'd Do Next

I'd want to validate the role-switching prototype with real referral partners and internal agents in usability sessions, to see where the two flows create friction against each other in day-to-day use, and refine the handoff documentation as engineering begins to build it out.