We help organisations create patient and customer experiences that increase brand preference, loyalty and advocacy

By paying more attention to patient and customer experiences, life sciences companies can not only increase satisfaction but also boost sales and market share. We help clients realise their customer experience ambitions – whether that’s to change the experience fundamentally, or simply improve it at the margins.

Here's how we do it

Customer journey & care pathway mapping

Customer journey & care pathway mapping

Creating distinctive experiences means seeing the world through the eyes of your patients and customers.

We support clients to:

  • Bring their patients and customers to life in personas
  • Map the journeys and care pathways they take
  • Identify the points at which the new forms of value can be created for all stakeholders

Patient service & solution innovation

Patient service & solution innovation

A great innovation process not only generates ideas, but also moves you towards a working solution.

We help clients to:

  • Explore ideas for new patient services and digital health solutions in a structured way
  • Distill out the most promising concepts
  • Rapidly create prototypes which can be tested and refined directly with patients and other stakeholders

Patient service design & delivery

Patient service design & delivery

Well designed services and solutions are easy to visualise, understand and translate into reality.

We help with clients to:

  • Define objectives and design principles which are used to guide the entire design process
  • Create blueprints which precisely described what the services and solutions are and how they should work
  • Implement and deliver the services and solutions

We have a team of specialists

Adnan

Adnan Ahmed

Management Consultant

Clare

Clare Allan

Associate Partner

Shrinivas

Shrinivas Anikhindi

Management Consultant

Asha

Asha Arul

Management Consultant

Mike

Mike Bellis

Managing Director, Life Sciences

Monique Biryiana

Management Consultant

Jamie

Jamie Campbell

Management Consultant

Carol

Carol Cao

Management Consultant

Sim

Sim Chahal

Management Consultant

Leo

Leo Chancellor

Associate Partner

Barry

Barry Chapman

Associate Partner

Han

Han Chin

Management Consultant

Helen

Helen Clark

Associate Partner

Davina

Davina Coburn

Office Manager

Rob

Rob Cowlin

Management Consultant

Roshni

Roshni Daswani

Associate Partner

Bertrand

Bertrand de Lavenne

Head of Switzerland

Nick

Nick Dennis

Partner

Ben

Ben Dineen

Associate Partner

Ben

Ben Donaghue

Management Consultant

Giles

Giles Drury

Partner

Magnus

Magnus Franzen

Partner

Jasmin

Jasmin Geisel

Management Consultant

Chris

Chris Gibson

Chief Executive Officer

Jalilah

Jalilah Gibson

Associate Partner

Charlie

Charlie Goddard

Director, Senior Advisor

Claire

Claire Hammond

HR Manager

Austen

Austen Hancock

Associate Partner

Amy

Amy Hannaford

Management Consultant

David

David Holmes

Associate Partner

Hannah

Hannah Isaacs

Associate Partner

A

A Kuppan

Management Consultant

David

David Laird

Partner

Seamus Leonard

Management Consultant

Seamus

Seamus Leonard

Management Consultant

Graham

Graham Macken

Partner

Iain

Iain Main

Associate Partner

Neel

Neel Mandalia

Associate Partner

Neil

Neil Mayall

Chairman

Callum

Callum Mayor

Partner

Glen

Glen McCracken

Associate Partner

Alex

Alex Miller

Management Consultant

Tim

Tim Mitchell

Director, Senior Advisor

Prince

Prince Naruka

Management Consultant

Prince

Prince Naruka

Management Consultant

Alex

Alex Obubo

Management Consultant

Helen

Helen Perrett

Finance Director

Nikki

Nikki Rawson

Resource Manager

Natalija

Natalija Reeves

Management Consultant

Nick

Nick Reynolds

Associate Partner

Lara

Lara Rogers

Management Consultant

Paul

Paul Rosenfeld

Director, Senior Advisor

Asha

Asha Sanderson

Management Consultant

Ruari

Ruari Scullion

Associate Partner

Aman

Aman Shah

Management Consultant

Joe

Joe Sharp

Consultant

Neil

Neil Sharp

Marketing & Proposition Director

Louis

Louis Slinger

Management Consultant

Chirag

Chirag Soree

Management Consultant

Richard

Richard Vale

Non Executive Director, Strategy

Laurence

Laurence Walker

Associate Partner

Ed

Ed Wells

Managing Director, Financial Services

Mary

Mary Wong

Partner