We connect to the lived experiences of patients, providers, and communities. Through qualitative research and human-centered design, we map journeys, identify pain points, and uncover systemic gaps. This ensures solutions are grounded in real-world contexts, amplifying the voices of those at the frontline of care.

Collaboration is key to our work. We partner with government leaders, civil society, private sector partners, and communities to align on shared priorities. Governments play a dual role as both drivers of scale—expanding innovations across systems—and beneficiaries, as these solutions ease the burden on health systems and reduce costs. By integrating evidence and ensuring collective ownership, we create solutions that are impactful and scalable.

Using service blueprints, rapid prototyping, and iterative design sprints, we develop, visualize, and pilot new models of care. When needed, we collaborate with local design firms to ensure solutions are tailored to the context. Continuous testing with real users, particularly clients and health workers, through simulations and interviews allows us to refine service experiences before scaling.

We systematically collect feedback using participatory methods like experience mapping, interviews, and rapid-cycle learning. This data allows us to adapt interventions in real time, ensuring service models are responsive, inclusive, and effective during pilot phases and beyond.

Robust monitoring, evaluation, and learning frameworks are built into our approach. By analyzing outcomes, equity, and user satisfaction, we assess impact and ensure models are scalable and sustainable, meeting health system needs while staying client-focused.