We opened with a two-week discovery sprint, converting the founders' existing knowledge and assumptions into a clear, evidence-based foundation for what success would require. From there, the work split into two tracks, running simultaneously and continuously informing each other.

In the research and service design track, we conducted discovery interviews with potential patients to test the hypotheses underlying the business's core assumptions, and with clinicians from across both the private and public sector to understand what it would take to genuinely empower the clinical team at Aneira. User testing sessions refined the patient journeys and the usability and accessibility of the experience.

We translated those insights into a layered set of assets built for different audiences. A tagged, searchable insight repository preserved the original sessions. A detailed service blueprint became the operational source of truth for the Aneira team, covering everything from patient journeys and clinician workflows to data gathering and AI integration. A higher-level version of the blueprint communicated the value proposition to investors and stakeholders. Video clips captured patients and clinicians speaking directly to topics of strategic importance, from attitudes towards AI in healthcare to how electronic patient records are used in practice. Aggregated patient journey narratives brought the lived experiences of users and clinicians to life. We also derived a set of Design Principles to guide every design decision that followed.

In the product design track, we were designing the patient-facing mobile app in parallel, translating the strategic decisions we were surfacing in real time into a product ready for launch.