With in-person medical consultations restricted due to the pandemic we had to respond at pace to our client’s challenge, while ensuring user empathy. We started conducting intensive online discovery sessions with stakeholders to understand exactly what the user needed from the app. Our problem-solving team built app capabilities fast, with a focus on simplicity and ease of use for the user. With its commitment to providing medical care anywhere and under any circumstances, International SOS wanted to ensure access to its local clinics and clinicians was maintained. To help medical consultations to continue but in a safe and compliant way, we rapidly prototyped concepts and performed continuous testing and design refinements based on feedback. Designing the app so that secure video consultations were integrated with medical records, gave access to prescriptions and follow-up care instructions. Finally, we built an interface emphasising warmth and humanity - creating the foundation for future enhancements based on patient feedback.