Building a product that genuinely makes an impact takes more than innovation or market research—it takes a deep understanding of the people you’re creating it for. That’s the approach Akashdeep Randhawa, CEO and co-founder of Smart MS3, took when launching his health-tech startup. In a recent episode of What’s the Startup?!, Akash shared how staying close to customers has been the driving force behind his company’s success.
Smart MS3 is transforming physical therapy with tools that improve patient outcomes while empowering providers. But the real magic of their journey lies in how customer relationships shaped their product. Let’s dive into Akash’s story and uncover the lessons every founder can learn from his approach.
Start With Why: The Personal Story Behind Smart MS3
For Akash, Smart MS3’s mission is personal. After watching his grandmother struggle with stroke recovery, he saw firsthand how difficult it is for patients to stay consistent with physical therapy. Too often, progress would stall, therapy would be paused, and the recovery process would reset. This cycle of frustration was tough to witness—and it planted the seed for change.
He didn’t just focus on the patient side of the problem, though. Akash also noticed how much physical therapists struggled to keep patients engaged and compliant with their recovery plans. With these two perspectives in mind, he set out to create a product that would benefit both sides: empowering patients and giving providers the tools they need to drive better results.
The result? A muscle activity sensor that gamifies the recovery process. Patients can see real-time feedback on their progress, which motivates them to stick with their plans. For therapists, the device provides valuable insights to optimize care plans and improve outcomes.
Build Products Alongside Your Customers
Smart MS3’s success wasn’t built on assumptions—it was built on relationships. Akash didn’t just design a product and hope it worked; he immersed himself in the world of physical therapy to fully understand the challenges providers and patients face.
He spent months shadowing therapists and assisting in clinics, using his product alongside real patients. This direct experience helped him identify pain points and refine his device to meet the needs of both therapists and patients.
“You have to get out of the office and into the customer’s world,” Akash said. “That’s where you’ll find the insights that lead to truly impactful solutions.”
Learn From Early Challenges
Like every startup founder, Akash faced hurdles—especially in the complex world of healthcare technology. One of his biggest lessons was learning to balance the needs of all stakeholders, from patients and providers to insurance companies and clinic administrators.
Early versions of Smart MS3’s product were clunky and time-consuming for therapists to use, which limited adoption. Akash quickly realized that it wasn’t enough to create a product that worked for patients—it also had to fit seamlessly into clinic operations and workflows.
By addressing operational challenges, simplifying the device, and ensuring it was covered by insurance, Smart MS3 was able to create a solution that worked for everyone involved.
Celebrate the Moments That Matter
For Akash, some of the most rewarding moments in his journey come from seeing the real-world impact of his product. He shared one story about a stroke patient who thought she’d never walk again. After weeks of using Smart MS3’s device, she took her first steps—a moment that brought tears to her eyes and Akash’s.
“These moments remind you why you’re doing what you’re doing,” Akash said. “It’s about creating a belief in people that they can get better, that they can achieve things they thought were impossible.”
Build Relationships That Last
One of the core principles that guides Akash’s approach is the idea that everyone involved should feel like they’re winning. Patients should feel empowered in their recovery. Providers should feel supported with tools that make their jobs easier. Even insurance companies should see value in covering innovative solutions.
This mindset extends beyond customers. Akash emphasized the importance of building a strong support network, including mentors, peers, and co-founders who challenge and inspire you.
“No one builds a company alone,” he said. “The relationships you invest in—whether they’re with customers, mentors, or partners—are what will carry you through the toughest challenges.”
Stay Resilient and Keep Learning
When asked for his top advice to other founders, Akash’s answer was simple: stay close to the problem and stay open to learning. He believes too many entrepreneurs spend time perfecting an idea in isolation rather than testing it in the real world.
“You’ll learn more in a week of working alongside your customers than in months of brainstorming in an office,” he said. “Be curious, be humble, and let their feedback guide you.”
Akash also stressed the importance of balancing confidence with humility. While it’s important to believe in your vision, it’s equally important to listen to feedback and adapt as you go.
What’s Next for Smart MS3
As Smart MS3 continues to grow, the team is focused on scaling their product into new healthcare systems across the country and refining their offering based on customer feedback. They’re also working on new innovations to further enhance patient outcomes and provider workflows.
For Akash, the mission remains the same: to create tools that empower people to achieve more than they thought possible.
Key Takeaways for Founders
- Build your product alongside your customers, not in isolation.
- Address the needs of all stakeholders to create a solution that works for everyone.
- Celebrate the moments when your product changes lives—it’s the ultimate motivator.
- Build strong relationships with mentors, peers, and partners who can support your journey.
- Stay curious, stay humble, and let feedback guide your growth.
Whether you’re just starting your entrepreneurial journey or looking to refine your approach, Akash’s story is a powerful reminder of the impact you can create when you prioritize the people you’re building for.
Ready to learn more about Smart MS3 and Akash’s journey? Check out the full episode of What’s the Startup?! and get inspired to take your next step.
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