3 - Reframe
Reconsider your perspective
Our bias can distract us from the truth. Once you have spent time with your users, it's time to breathe, re-group, organize, think, discuss, and ask a tonne of questions.
Before prescribing solutions, you must create the 'why' statement. "Treating patients" is not a why statement. "Respectful care and attention to those in fear and need", is a why statement.