This is the story of Embrace Global, now a tech startup which once was a group of Stanford students tasked with redesigning incubators for under developed nations to reduce neonatal (premature babies) mortality. It is a perfect example that illustrates the transformative impact of empathy-driven research in problem-solving.

Reframing Assumptions

Initially, the students assumed that the high infant mortality rate in Nepal was due to a lack of affordable incubators. They set out to design a cheaper version, presuming it would solve the problem. However, a critical intervention by a mentor challenged their approach: “Where’s your direct experience?” This question prompted them to visit rural Nepal and observe firsthand.

Field Research Unveils Truth

Upon arriving at a local hospital in Kathmandu, they were surprised to find a room full of functioning incubators. The issue, they learned, wasn’t the availability or cost of incubators but rather the number of hours it took for infants to reach the hospital from their birthplaces. The existing incubators were useless if the babies couldn’t get there in time.

Reimagining the Solution

Armed with this new understanding, the team ventured into rural areas to witness the challenges directly. They realized they didn’t need sophisticated hospital incubators but a simple solution to keep babies warm during their journey to medical facilities. The journey from rural areas to a reliable hospital with the necessary incubators was arduous to say the least, and often without access to electricity or ambulances. They developed a prototype resembling a sleeping bag, incorporating a gel pack that provided warmth for several hours, eliminating the need of any outside electrical power.

Learning from Failure

Despite identifying what seemed like a perfect solution, initial prototypes failed in the field. Confounded, they discovered that local mothers were hesitant to use the mobile incubator because it covered the baby’s heart area—a vital sign of life that they needed to see. Understanding this cultural nuance, they modified the design to include a “window” in the fabric- a clear plastic patch in the middle, allowing visuals of the baby’s chest movements.

Cultural Context and Empathy

Another intuition the team learned was that mothers used intuition while administering medical care. The temperature LCD showing the bag’s temperature may be perceived by some but could be misinterpreted by most. To combat this, the team simplified the temperature LCD to a simple happy and a sad face. A happy face sign showed the temperature is optimum for the baby and a sad face indicated the heating pad needed to be changed. This adjustment significantly increased acceptance and usage of the device. It underscored a critical lesson: engineering perfection isn’t enough. Understanding the cultural and social context of the problem is essential for effective innovation. By embracing local insights and sensitivities, the team crafted a solution that was both technically sound and culturally acceptable.

Impact and Legacy

The adapted mobile incubator has since saved an estimated 200,000 to 300,000 infants in remote areas, ensuring timely access to medical care that was previously out of reach. This success story highlights the transformative power of empathy-driven research—going beyond assumptions, listening to the community, and designing solutions that truly meet their needs.

The Stanford students’ journey from assumption to understanding exemplifies the essence of empathy in innovation. By immersing themselves in the lives and challenges of their users, they not only identified the true problem but also created a solution that resonated with the local community. This case underscores the importance of empathy interviews and field research in shaping impactful solutions that address real-world challenges.