When Dr Fransisco Velasco started work on a Covid ward, he found himself commuting to work with his laptop and notes in a bin bag.
His brand new rucksack was made of canvas and could not be sterilised at the end of each day.
The doctor, based in Mexico, decided to contact the British company behind the bag and tell them about the problem. His girlfriend told him not to bother, as they probably wouldn't care. Undeterred, Dr Velasco wrote a lengthy message.
Sarah Giblin, the owner and designer of RiutBag, responded immediately.
She told him: "I'm the designer, and I am so heartbroken you can't use your backpack. Please give me half an hour of your time to tell me what you need."
Dr Velasco spoke of the difficulties of his job, sharing details he had kept from his family, not wishing to worry them.
"He needed a stranger to listen," says Sarah, who was contending with worries of her own.
Sarah's bag company is a microbusiness that she runs herself from Manchester. She keeps in touch with a loyal customer base through social media and runs Kickstarter campaigns to fund her new designs.
But when the pandemic struck, with no way to travel for fun or commute to work, people had stopped buying bags and Riutbag was struggling.
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