This case study shares the experiences and lessons taken directly from the frontline of NHS service transformation at work, including:The principles behind user-centred design, and its vital role in the delivery of effective, sustainable, and cost-effective services within the NHS.Taking an MVP approach to rapidly test potentially transformative new services, despite the constraints of legacy IT and restrictive governance. How transparency and collaboration can get buy-in from a diverse and change-weary set of stakeholders and fully involve them in the process.