How Script Sense Used Design to Disrupt

In this conversation, Kieran and Puneet - co-founders of ScriptSense, share the behind-the-scenes story of how they and third co-founder Rijul Gupta built a product that's reshaping how pharmacy works in New Zealand and the world. Puneet came from pharmacy. Kieran came from hospitality and hotel tech. Neither had built a health tech company before. What they did have was a clear-eyed view of a broken industry, a willingness to sit in pharmacies with a notepad and just watch, and the grit to spend three years chasing a single enterprise customer who finally took their call. We get into what it really looks like to apply human-centred design in a heavily regulated industry and why "minimum viable product" means something very different when your product affects patient health. We also dig into the trade show demo that changed everything, the night Puneet's pharmacist instincts revealed a hidden process Kieran had never seen, and why removing the keyboard from pharmacy might be the most important thing ScriptSense ever does. Takeaways - Why they deliberately avoided rushing to a solution — and how months of observation-only fieldwork shaped the entire product direction - How a prototype that connected to nothing turned a trade show into a product validation session - Why "minimum viable product" in health tech is a contradiction in terms and how ScriptSense navigated a 12-month build to first installation - The Dropbox vs Instagram decision every startup faces and why they started out wanting to be one and had to become the other - How a founding team with three completely different lenses (pharmacist, commercial operator, engineer) meant they could speak the right language to every stakeholder - Why their biggest competitive advantage wasn't the tech — it was entering a one-vendor market with zero customer relationships to protect If you enjoyed this episode, please like and subscribe, share it with your friends, and leave a review. I read every single one. ScriptSense website: https://scriptsense.co.nz/ Puneet on LinkedIn: https://www.linkedin.com/in/puneet-saini-4403a6b8/ Kieran on LinkedIn: https://www.linkedin.com/in/kieran-erasmuson/ LinkedIn: https://www.linkedin.com/in/vaughanbroderick/ X: https://x.com/theVBroderick Website: https://vaughanbroderick.com/ Get Innovation in Action book:https://innovationinactionbook.com/ #healthtech #startupjourney #pharmacyinnovation #humancentreddesign #designthinking #productdiscovery #startupnz #entrepreneurship #innovation