Empowering holistic
health for a resilient tomorrow
Ripple® is transforming lifestyle habits for chronic conditions by blending traditional support with modern convenience. It offers practical tips and skills in simple, hassle-free ways, tailored to individuals’ needs to cultivate lasting habits. From one-on-one consults to self-paced access, Ripple® adapts to every individual’s needs, creating convenience and improved accessibility.
THE CONTEXT
Confronted with the rising epidemic of diabetic and related chronic conditions in a world-class system optimized for episodic emergencies, Sheares & Agency envisioned a future where healthcare transcends traditional boundaries, offering a lifeline of where we don’t just treat the organ, but the person.
THE SCOPE
As a service design lead, I am responsible for bringing service principles to life, meticulously crafting service blueprints and operational procedures – notably our innovative 'habit-changing engine' – and then directly training ground staff, from health coaches to administrators.
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Following successful program launches, my mandate shifts to driving strategic growth. This involves leading pivotal research to expand our model from diabetes to encompass hypertension and cholesterol, alongside developing targeted engagement strategies for Singapore's distinct Chinese, Indian, and Malay eth
In a broader capacity, I leverage my value architect skills to inform business development, guiding competitor benchmarking and pricing decisions that directly fuel our marketing and promotion initiatives."
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THE SERVICES
THE SCOPE
As a service design lead, I am responsible for bringing service principles to life, meticulously crafting service blueprints and operational procedures – notably our innovative 'habit-changing engine' – and then directly training ground staff, from health coaches to administrators.
Following successful program launches, my mandate shifts to driving strategic growth. This involves leading pivotal research to expand our model from diabetes to encompass hypertension and cholesterol, alongside developing targeted engagement strategies for Singapore's distinct Chinese, Indian, and Malay eth
In a broader capacity, I leverage my value architect skills to inform business development, guiding competitor benchmarking and pricing decisions that directly fuel our marketing and promotion initiatives."
THE SERVICES
Figuring out what works for individuals, without judgement or pressure
Our participant’s greatest need is for personalised support and encouragement in managing their chronic conditions without the judgement and pressure often associated with traditional healthcare. These options may be prohibitively expensive and outcome-driven, leaving individuals feeling overwhelmed and anxious.
Our goal is to empower individuals to regain control over their lives amidst their daily struggles. By providing personalised support at a more affordable cost, we aim to alleviate the stress and anxiety often associated with managing chronic conditions. Our flexible coaching approach ensures individuals can navigate their journey towards healthier living with increasing confidence and resilience.
Our goal is to empower individuals to regain control over their lives amidst their daily struggles. By providing personalised support at a more affordable cost, we aim to alleviate the stress and anxiety often associated with managing chronic conditions. Our flexible coaching approach ensures individuals can navigate their journey towards healthier living with increasing confidence and resilience.
Building sustainable healthy habits one small step at a time
Our focus is on building people up in a responsible manner. Through personalised support and accessible solutions, individuals are empowered to tackle their health challenges with self-agency and ownership. From our research and experiments, the new habits formed that will more likely endure over time happen when change is nurtured within the person rather than enforced by the environment. Their quality of life improves and their communities become more resilient and inclusive. Our service goal is making a lasting impact, one person at a time, and extending our reach from high touch adding more self-guided digital interactions.
We were inspired by how small habits can lead to big changes. We want to translate this ethos into a larger scale to make health changes more manageable for more people while embracing the 'one person at a time' approach. This journey is about more than just quick fixes; it's about stepping towards a different kind of healthcare, with new services, spaces using new tools. We believe in supporting and augmenting the existing healthcare system, not replacing it because our efforts are also inspired by the monumental contributions of those before us as we stand on the shoulders of giants.
We were inspired by how small habits can lead to big changes. We want to translate this ethos into a larger scale to make health changes more manageable for more people while embracing the 'one person at a time' approach. This journey is about more than just quick fixes; it's about stepping towards a different kind of healthcare, with new services, spaces using new tools. We believe in supporting and augmenting the existing healthcare system, not replacing it because our efforts are also inspired by the monumental contributions of those before us as we stand on the shoulders of giants.
Empowering holistic health for a resilient tomorrow
With today's landscape having an increasing prevalence of chronic conditions Ripple® reduces that burden on the existing healthcare system by offering a holistic approach that builds confidence across lifestyle elements such as diet, exercise, medicine adherence, sleep and well-being. Unlike existing healthcare models, Ripple® offers provider-agnostic, personalised support by promoting resilience and well-being throughout an individual's mental and physical highs and lows of life. We have observed that Ripple® over three to six months can lead to holistically healthier, happier individuals, with positive results across multiple measures, including biomedical test results demonstrating how the new behaviours positively affect their health.
THE IMPACT
RIPPLE®'s integration of medical and non-medical interventions within a unified ecosystem establishes a pioneering paradigm in chronic disease management in Singapore. Our initiative enhances individuals' quality of life while strategically benefiting the broader healthcare system by supplementing the workforce effectively. Through prioritising community engagement and leveraging technology efficiently, RIPPLE® sets a new benchmark for holistic, sustainable health management. This marks a significant advancement in Singapore's efforts to combat the rising prevalence of chronic conditions.
This initiative quickly demonstrated its immense potential. Our initial pilot, launched to over 40 care recipients, achieved an outstanding 83 NPS (Net Promoter Score) within just two months. Building on this undeniable success, the program rapidly scaled to support over 300 care recipients through strategic B2B channels, paving the way for our successful Series A funding round.
THE LEARNINGS
AWARD
Singapore Design Award 2025
CATEGORY
Service Design
Venture Building
SCOPE
Project Leader
Stakeholder Management
Conceptual design
Design Brief (Comms, Multimedia, Space design)
Supplier management
INVESTMENT
Undisclosed
DURATION
1 year
LOCATION
Singapore
TEAM
Leadership
Peter Overly
Gretchen Addi
Service Design Team
Tracy De Luca
Marina Tertereyan
Larasati
Researcher
Chloe Lam
Joshua Yeo
UX
Dora Augustin
Content &Training
Charmaine Loh
Maria Borrerro Sierra
Eric Dizon
CATEGORY
Service Design
Venture Building
SCOPE
Project Leader
Stakeholder Management
Conceptual design
Design Brief (Comms, Multimedia, Space design)
Supplier management
INVESTMENT
Undisclosed
DURATION
1 year
LOCATION
Singapore
TEAM
Leadership
Peter Overly
Gretchen Addi
Service Design Team
Tracy De Luca
Marina Tertereyan
Larasati
Researcher
Chloe Lam
Joshua Yeo
UX
Dora Augustin
Content &Training
Charmaine Loh
Maria Borrerro Sierra
Eric Dizon
Successful Tactics 👌️
Service need prototype too
We champion agile service prototyping by leveraging light automation tools like Zapier for message delivery and building dynamic tracking dashboards in Tableau. This strategic approach allows us to rapidly test and iterate service concepts, gaining crucial insights without the need for complex, heavy-duty backend system development.
Diverse panel to reveal local insight
Our strength lies in unparalleled depth of design research. I've learned that for this project diverse panel is necessary, we select mirroring SG unique ethnic composition, typically aligning with a distribution of approximately 40% Chinese, 20% Malay, 20% Indian, and 10% other ethnicities.
This deep-seated local knowledge is our unrivaled differentiator, allowing us to craft highly resonant and effective interventions.
Service need prototype too
We champion agile service prototyping by leveraging light automation tools like Zapier for message delivery and building dynamic tracking dashboards in Tableau. This strategic approach allows us to rapidly test and iterate service concepts, gaining crucial insights without the need for complex, heavy-duty backend system development.
Diverse panel to reveal local insight
Our strength lies in unparalleled depth of design research. I've learned that for this project diverse panel is necessary, we select mirroring SG unique ethnic composition, typically aligning with a distribution of approximately 40% Chinese, 20% Malay, 20% Indian, and 10% other ethnicities.
This deep-seated local knowledge is our unrivaled differentiator, allowing us to craft highly resonant and effective interventions.
What I would do differently 😑️
Choose your target
We've learned that effective intervention isn't about helping everyone, but helping the right ones. Through our foundational research, we've identified specific criteria, such as irregular work hours, that significantly hinder a care recipient's ability to successfully progress through the program. By implementing early identification and filtering mechanisms, we can strategically focus our valuable resources on individuals who demonstrate a higher probability of success, thereby maximizing our program's impact.
Calculate your cost correctly and cap it
Our program mostly delivered by our health coaches, faced an escalating challenge: service costs became prohibitively expensive. This critical realization underscored the need to strategically offload certain burdens to technology, a necessary step to rebalance our cost structure and ensure long-term viability.
We recognized that the iterative nature of pilot programs, combined with continuous adaptation, led to significant financial expenditure through trial-and-error. Moving forward, it's imperative to establish more robust upfront cost calculations and implement strict spending caps from inception, ensuring a sustainable financial trajectory and maximizing the return on every investment. This strategic shift will allow us to maintain high-quality care while achieving financial sustainability
We've learned that effective intervention isn't about helping everyone, but helping the right ones. Through our foundational research, we've identified specific criteria, such as irregular work hours, that significantly hinder a care recipient's ability to successfully progress through the program. By implementing early identification and filtering mechanisms, we can strategically focus our valuable resources on individuals who demonstrate a higher probability of success, thereby maximizing our program's impact.
Calculate your cost correctly and cap it
Our program mostly delivered by our health coaches, faced an escalating challenge: service costs became prohibitively expensive. This critical realization underscored the need to strategically offload certain burdens to technology, a necessary step to rebalance our cost structure and ensure long-term viability.
We recognized that the iterative nature of pilot programs, combined with continuous adaptation, led to significant financial expenditure through trial-and-error. Moving forward, it's imperative to establish more robust upfront cost calculations and implement strict spending caps from inception, ensuring a sustainable financial trajectory and maximizing the return on every investment. This strategic shift will allow us to maintain high-quality care while achieving financial sustainability
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