Herewith B2B
Designing a care operations platform for organisations coordinating flexible caregiving at scale
Healthcare
HealthTech
Care Services
B2B SaaS
Herewith connects people who need non-medical care with local Helpers. As the business expanded beyond patients, care seekers and families, a new opportunity emerged: enabling healthcare providers and care organisations to access and coordinate flexible caregiving through an enterprise experience.
Herewith’s B2B proposition supports organisations across senior living, healthcare, dialysis and renal care, memory and dementia care, and hospice and palliative care. Across these settings, the common need is similar: respond to changing care demand, access vetted Helpers and coordinate care without adding unnecessary administrative overhead.
My role was to translate this proposition into an end-to-end digital product experience, designing the B2B platform from POC through to MVP across desktop and mobile.
Role: Senior Product / UX/UI Designer
Product stage: POC → MVP
Platforms: Desktop Web, Mobile
Industry: HealthTech, Care Services, B2B SaaS
Focus: Product Design, UX Strategy, Service Design, Design Systems
Helper
Existing experience
B2B experience
Care
delivery
Shift
management
Approvals &
operations
The Opportunity
Flexible care creates operational complexity
Herewith’s enterprise proposition is built around flexibility. Organisations may require scheduled care, on-demand support, additional capacity during staffing shortages or specialised support for particular care environments. Herewith also positions its partnerships around adaptable implementation, pilots, reporting and integration with existing operational priorities.
That flexibility is valuable to organisations, but it creates complexity within the product.
A care coordinator may need to answer questions such as:
Which patients need support today?
Which visits still need a Helper?
Which Helpers are available?
Are there scheduling conflicts?
What happened during a completed shift?
Does a shift require approval?
Has someone changed their recorded hours?
Is there a dispute that requires attention?
What happens when a Helper becomes unavailable?
What needs action now versus later?
The B2B product needed to make this operational complexity manageable without making the interface itself feel complex.
Understanding the Care Ecosystem
Designing a system, not a collection of screens
Before working on detailed interfaces, I mapped the relationships between the people, organisations and activities involved in delivering care.
Herewith’s enterprise model spans different environments, from senior living and memory care facilities to hospice providers and dialysis services. The specific care context changes, but many of the underlying operational needs are shared: finding appropriate Helpers, scheduling care, responding to changing demand and maintaining visibility across service delivery.
This helped me identify the core product entities that needed to connect across the platform.
Organisation
The healthcare provider, care facility or partner using Herewith to coordinate services.
Coordinator
The operational user managing patients, bookings, schedules and Helpers.
Patient / Care Recipient
The person receiving support.
Helper
The person delivering non-medical care through the Herewith platform.
Herewith Operations
The internal team supporting service delivery, exceptions and operational processes.
Care activity
The booking, task or ongoing shift connecting the organisation, care recipient and Helper.
Discovery
Moving from business proposition to product requirements
The first phase focused on understanding how the B2B service would operate rather than jumping directly into interface design.
I worked with stakeholders to explore the proposed business model, operational requirements and the relationship between the existing Herewith experience and the new enterprise proposition.
The goal was to understand what organisations actually needed to accomplish across the entire care lifecycle.
Key Questions
Organisation management
How should organisations, facilities and team members be represented?
Patient management
What information does a coordinator need before arranging care?
Care requirements
How do we capture different needs without creating an overwhelming booking process?
Scheduling
How should one-off, recurring and flexible care be managed?
Helper selection
What information helps coordinators make a confident assignment?
Service delivery
How do Helpers record completed work?
Approval
Who verifies completed shifts and recorded hours?
Exceptions
What happens when schedules change, hours are corrected or a shift is disputed?
Mapping the End-to-End Service
Following care beyond the booking
One of the most important design decisions was to treat booking as only one stage of the experience.
A B2B care request has consequences throughout the system.
Patient information influences care requirements. Requirements influence Helper selection. Assignment affects scheduling. Scheduling leads to service delivery. Completed work creates time records, which may then require approval, correction, dispute resolution or payroll processing.
The experience therefore needed to be designed as a connected lifecycle.
End-to-end service blueprint
From Wireframes to Product UI
Solving the workflow before polishing the interface
Early wireframes focused on product structure, workflow sequencing and information hierarchy.
At this stage I deliberately kept the visual language lightweight so that discussions remained focused on how the product worked rather than how it looked.
The main areas explored included:
Navigation
Dashboard hierarchy
Patient records
Care creation
Helper assignment
Scheduling
Shift approval
Operational queues
Once these relationships stabilised, I developed the high-fidelity experience.
Design System
Extending the product language for B2B complexity
The B2B platform introduced interface patterns that were less prominent in the patient-facing product.
Operational software relies heavily on tables, statuses, filtering, structured forms and repeated actions.
I created and extended reusable components to support these patterns consistently across the MVP.
My Contribution
End-to-end product design ownership
I owned the product design work across the journey from early product definition through to the MVP experience.
Discovery & Research
Explored the existing product, B2B proposition, stakeholders and operational requirements.
Stakeholder Interviews
Worked with the team to uncover workflows, business rules, constraints and priorities.
Service & User Flows
Mapped the complete lifecycle from patient onboarding through care delivery and operational processing.
Information Architecture
Defined relationships between organisations, patients, Helpers, bookings, schedules and operational tasks.
Wireframing
Explored product structure and complex workflows before visual design.
Interactive Prototyping
Created end-to-end prototypes for stakeholder review and validation.
UI Design
Designed high-fidelity responsive desktop and mobile experiences.
Design System
Created and extended reusable components and interaction patterns to support the MVP and future development.
Outcomes
From B2B concept to an accepted MVP direction
The project transformed the initial B2B proposition into a tangible end-to-end product experience.
The resulting design established how organisations could manage patients, create care requests, find and assign Helpers, coordinate schedules, manage completed shifts and handle operational exceptions within one connected product.
I delivered the POC designs, interactive prototypes and product presentation, with the proposed solution accepted by the end client and progressing into the MVP stage.
Rather than treating B2B as an additional interface layered onto the existing product, the work established a new operational model capable of supporting Herewith’s broader enterprise care proposition.
Product Impact
Creating the foundation for a new side of the Herewith platform
As an MVP-stage initiative, success was primarily about establishing a viable and scalable product direction rather than optimising an established experience against mature product metrics.
The design work:
Translated Herewith’s care model into an enterprise product experience
Extended the platform beyond patients and care seekers into organisational workflows
Connected patient, Helper, booking, scheduling and operational information
Established an information architecture capable of supporting B2B scale
Designed core workflows for both routine care and operational exceptions
Created reusable B2B interaction patterns
Provided an interactive MVP vision for stakeholder validation and implementation
Created a foundation that could accommodate different care partnership models
Reflection
B2B care products are service systems
The project reinforced an important principle in my approach to complex product design:
The interface is only the visible layer of a much larger service.
A single care booking connects a person needing support, a Helper delivering it, an organisation coordinating it and operational processes ensuring that the service is completed correctly.
When the product expands across senior living, memory care, dialysis support, hospice and other healthcare partnerships, those relationships become even more important.
Mapping those relationships before designing individual interfaces helped me move beyond feature-by-feature design and create a coherent product model.
Map the system first. Design the interface second.
Final Product
One platform connecting care demand with care delivery
The final MVP brought patient management, care requests, Helper assignment, scheduling and operational workflows together within a consistent B2B experience.
It provided a foundation for Herewith to evolve from a service primarily designed around patients, care seekers and families into a platform capable of supporting organisations coordinating flexible care at scale.
