We began with a stakeholder workshop that brought together the client, healthcare experts, and other key actors. This session helped us define the core service ecosystem and identify stakeholder groups. We followed this with exploratory interviews with doctors, nurses, caregivers, and patients. These conversations highlighted pain points such as access and reach of healthcare to those in need of it, time constraints in clinical settings, and the emotional weight patients carry when navigating cardiac diagnoses. Using these insights, we service scenarios and a detailed future user journey that captured both the functional and emotional aspects of interacting with the service.