Healthcare Customer Journey Mapping Agency

Healthcare journeys can be complicated. Patients move between providers, digital tools, administrative processes, and stages of care, and every interaction shapes their experience. When those moments don't connect, patients feel the friction and organizations miss opportunities to do better. G&CO. provides healthcare customer journey mapping consulting, helping healthcare, pharmaceutical, and life sciences organizations see the experience through their customers' eyes. We uncover what's working, where people get stuck, and what needs to change. Then we turn those insights into practical ways to improve patient experiences, strengthen digital products, and connect services across the care journey.

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Healthcare Customer Journey Mapping Agency Services

Every healthcare journey has room to work better. Patients may struggle to find the right information, move between disconnected services, or navigate digital tools that make simple tasks harder than they should be. Understanding where these experiences break down is the first step toward improving them. G&CO. helps healthcare, pharmaceutical, and life sciences organizations see the experience through their customers' eyes. We map the moments that matter, uncover what's getting in the way, and help teams decide where to focus. From patient journeys to digital platforms and connected services, we turn insights into practical next steps for better experiences.

Patient Journey Mapping

From the first search for information to diagnosis, treatment, and follow-up care, every step shapes how patients experience healthcare. We map the journey to understand what patients need, where they encounter barriers, and which moments matter most. Your team gets a clearer picture of the experience and a practical starting point for making it better.

Healthcare Customer Experience Mapping

Patients are only part of the picture. Caregivers, healthcare professionals, and other stakeholders all influence how services are experienced. We bring these perspectives together to reveal where expectations differ, interactions become fragmented, and teams struggle to work in sync. The result is a more complete view of the experience and where improvements can make a difference.

Digital Patient Journey Mapping

Booking an appointment, accessing test results, or managing ongoing care should not feel like another obstacle. We examine how patients move through websites, portals, mobile apps, and virtual care services to identify confusing steps and disconnected interactions. These insights help your team make digital experiences more intuitive, accessible, and useful.

Omnichannel Healthcare Journey Mapping

Patients move between websites, phone calls, in-person visits, and digital services. When those channels don't work together, people are left repeating information or figuring things out on their own. We map how patients move between touchpoints to identify breakdowns and opportunities to create more connected, consistent experiences.

Patient Touchpoint Analysis

Not every interaction has the same impact. A confusing appointment reminder, a difficult check-in, or unclear follow-up instructions can change how patients view their care. We assess key touchpoints across clinical, administrative, and digital settings to help your team understand what's working, what isn't, and where a targeted improvement could have the greatest effect.

Healthcare Journey Gap Analysis

You may know the patient experience needs to improve without knowing exactly where to start. We compare current journeys with the experience your organization wants to deliver, uncovering gaps in processes, communications, services, and technology. This gives your team a clearer way to prioritize improvements and focus investment on the problems that matter most.

Patient Experience Pain Point Identification

Long waits, confusing information, difficult forms, and disconnected services can turn an already stressful healthcare experience into a frustrating one. We help your team uncover these pain points and understand the reasons behind them. By looking beyond individual complaints to the underlying causes, we identify opportunities to make care easier to access, navigate, and manage.

Healthcare Journey Optimization

Mapping a journey is only useful if it leads to meaningful change. We help your team turn findings into a focused set of improvements across services, processes, and digital experiences. By weighing patient needs, business priorities, and implementation requirements, we help you decide what to tackle first and build a practical path toward better experiences.

Work

Thermo Fisher Scientific

G&CO. helped Thermo Fisher Scientific design an AI-enabled scientific experience around inspectable reasoning and confidence rather than the conventional chat-first model.

Starbucks

G&CO. helped Starbucks turn regional customer behavior into a scalable mobile experience spanning loyalty, personalization, ordering, and omnichannel pickup.

Hims & Hers

Helping reshape how people access personal health solutions, we partnered with our network to help Hims & Hers to enhance their digital experience, streamlining the journey from consultation to prescription, shaping the strategic direction of the customer experience in close collaboration with a partner, where we consulted and contributed thinking throughout.

Our Impact as a Healthcare Customer Journey Mapping Agency

Every patient journey tells a story. Where people find the help they need, where they feel supported, and where they run into frustration all shape their experience of care. Understanding those moments helps healthcare organizations see what needs to change and where they can make a real difference. G&CO. helps healthcare, pharmaceutical, and life sciences organizations turn those insights into action. Together, we uncover what's getting in the way, identify opportunities to do better, and connect experience improvements to broader business goals. The result is a clearer path to better patient experiences, stronger digital services, and more effective ways of working.

Build Trust at Every Step

Patients are more likely to stay engaged when they feel informed, supported, and understood. We help healthcare organizations uncover what patients expect, where they feel uncertain, and what makes it harder to stay connected to care. These insights help teams improve communication, address unmet needs, and create experiences that build lasting trust.

Make Every Channel Feel Connected

A patient's experience shouldn't fall apart when they switch from a website to a phone call or an in-person appointment. We map how people move between channels to reveal where information gets lost, processes become disconnected, or patients have to start over. With a clearer view of these transitions, teams can create more consistent experiences across the care journey.

Reduced Patient Journey Friction

G&CO. helps healthcare organizations identify the administrative complexities, communication breakdowns, and process inefficiencies that make accessing and navigating care unnecessarily difficult. Through healthcare customer journey mapping, we pinpoint critical friction points and prioritize improvements according to patient needs and organizational objectives. These insights help streamline interactions, simplify access to services, and create more intuitive healthcare experiences.

Take the Friction Out of Getting Care

Finding information, booking appointments, completing forms, and understanding next steps can become obstacles when the process isn't designed around patients. We identify where unnecessary effort and confusion creep into the journey, then help teams focus on changes that make access and navigation easier. Improving the right moments can make the overall experience simpler and less stressful.

Turn Patient Insights Into Better Decisions

Patient feedback and behavioral data can reveal a lot, but only when teams know how to connect the dots. We bring journey insights together to uncover recurring problems, understand their underlying causes, and identify where improvements are most needed. This gives leaders a stronger basis for making decisions, directing investment, and tracking whether changes are improving the experience.

Make Digital Healthcare Easier to Use

A patient portal or mobile app only creates value when people can use it with confidence. We help healthcare organizations understand where patients struggle with digital services, what prevents them from returning, and which interactions need to work better. These insights inform more intuitive experiences that make it easier to access information, manage care, and stay connected.

Testimonials

Chris Patte

Director, Digital Customer Experience
Starbucks

“G&CO. brought real innovation to the table thinking globally, adapting locally, and making it all feel seamless. The process has been collaborative, forward thinking, and incredibly well structured."

Alexandra Reed

Director, Digital Marketing EMEA
Nike

"Upon reviewing multiple alternatives, our selection fell on G&CO., - a choice that has been absolutely precise from the very start. This collaboration has brought forth immense value and positivity for Nike, making it an exceptionally gratifying endeavor."

Akio Tanaka

Senior Director, Digital Transformation
Toyota

"G&CO.'s team exemplifies strategic expertise and fearless innovation. Their commitment to solving complex problems is commendable."

Patricia Miller

Senior Director, Customer Experience
Enterprise Airline

"G&CO. is a blend of passion, collaboration, and unmatched digital expertise, always exceeding our business expectations."

$10

Billion

Robust strategy delivered to meet revenue goal by 2027.

102

Million people reached after implementation of user experience design.

162

Increase in online direct-to-consumer conversion.

100

Delivers & consumers benchmarked across the United States for a 3-month survey.

Months

Created a full-scale, responsive UX/UI design for desktop, mobile, and tablet.

Million

Downloads of the Toyota app for convenient, vehicle management.

Months

Re-design accomplished

478

Increase in campaign reach with new market targeting

Months

Mobile app design accomplished from start to finish

$10

Billion

Robust strategy delivered to meet revenue goal by 2027.

102

Million people reached after implementation of user experience design.

162

Increase in online direct-to-consumer conversion.

100

Delivers & consumers benchmarked across the United States for a 3-month survey.

Months

Created a full-scale, responsive UX/UI design for desktop, mobile, and tablet.

Million

Downloads of the Toyota app for convenient, vehicle management.

Months

Re-design accomplished

478

Increase in campaign reach with new market targeting

Months

Mobile app design accomplished from start to finish

Our Expertise as a Healthcare Customer Journey Mapping Agency

Understanding the patient journey is a starting point. Knowing what to do with that understanding is what makes the difference. G&CO. brings together the strategic thinking, research, and digital expertise that organizations should look for when evaluating healthcare customer journey mapping firms. We connect what patients need with what businesses need to achieve, turning research and insight into clearer decisions, better digital products, and experiences that work harder for everyone involved.

Patient-Centric Strategy

Better experiences begin with understanding the people who use them. We help healthcare organizations uncover what patients need, what they expect, and where the current experience falls short. By bringing those perspectives into business and design decisions, we help teams create more relevant, accessible experiences that work for patients and the organizations supporting them.

Healthcare-Specific Expertise

Healthcare journeys rarely follow a straight line. Patients navigate clinical services, administrative processes, digital tools, and ongoing communications, often across different teams and systems. We help organizations make sense of these moving parts, identify where experiences break down, and find practical ways to improve how services work together.

End-to-End Journey Mapping

A single interaction rarely tells the whole story. We look across the patient journey, from initial research and appointment scheduling through treatment, follow-up, and ongoing care. By connecting the dots between physical and digital touchpoints, we help teams see the bigger picture, understand how individual interactions influence one another, and identify where change can have the greatest impact.

Continuous Journey Improvement

Patient expectations, technologies, and healthcare services continue to evolve. Journey mapping helps teams address current challenges while staying alert to emerging needs and new opportunities for improvement. We help organizations use customer insights and experience feedback to guide ongoing improvements, keeping services relevant as needs and priorities change.

Measurable Business Outcomes

Improving the patient experience and delivering business value should go hand in hand. We help organizations identify the opportunities that matter most, establish meaningful measures of success, and connect experience improvements to objectives such as digital adoption, patient engagement, and operational efficiency. This gives teams a clearer basis for setting priorities, directing investment, and understanding what their efforts achieve.

Strategy-to-Execution Expertise

Finding a problem is one thing. Knowing how to solve it is another. G&CO. brings strategy, experience design, and digital delivery together to help healthcare organizations move from understanding the journey to improving it. This is what distinguishes effective healthcare customer journey mapping consulting firms: the ability to move beyond identifying problems and help bring the right solutions to life.

FAQs

What are the benefits of hiring a healthcare customer journey mapping agency?

Hiring a healthcare customer journey mapping agency helps organizations identify patient experience gaps, uncover unmet needs, and prioritize improvements across the care continuum. G&CO. combines customer experience strategy with digital product and platform expertise to translate journey insights into practical business initiatives. This approach helps healthcare leaders improve patient engagement, streamline interactions, and align experience investments with measurable organizational objectives and long-term enterprise growth.

How can a healthcare customer journey mapping agency improve patient experiences?

A healthcare customer journey mapping agency improves patient experiences by identifying friction points, disconnected interactions, and unmet expectations throughout the care journey. G&CO. helps organizations understand how patients navigate appointments, treatment, digital services, and ongoing care. These insights inform targeted improvements across touchpoints, enabling healthcare leaders to create more accessible, consistent, and patient-centered experiences that strengthen trust, satisfaction, and engagement.

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How does healthcare customer journey mapping improve business performance?

Healthcare customer journey mapping improves business performance by revealing inefficiencies, engagement barriers, and opportunities to optimize services and digital experiences. G&CO. helps enterprise healthcare organizations translate these findings into prioritized initiatives aligned with business objectives. By improving interactions, reducing unnecessary friction, and strengthening digital adoption, organizations can make more informed investments, improve operational efficiency, and connect customer experience improvements with measurable business outcomes.

What is the ROI of hiring a healthcare customer journey mapping agency?

The ROI of hiring a healthcare customer journey mapping agency depends on the improvements identified, implementation costs, and outcomes achieved. G&CO. helps organizations establish priorities and define relevant measures, including patient engagement, digital adoption, operational efficiency, and satisfaction. By focusing on high-impact opportunities and tracking performance over time, healthcare leaders can evaluate investment effectiveness and direct resources toward improvements with the strongest potential business value.

How can healthcare customer journey mapping support digital transformation?

Healthcare customer journey mapping supports digital transformation by identifying how patients interact with existing platforms, where digital experiences fall short, and which improvements deliver the greatest value. G&CO. connects these insights with digital product strategy, experience design, and implementation. This enables healthcare organizations to prioritize platform enhancements, improve patient-facing applications, simplify digital processes, and build more connected experiences aligned with patient expectations and enterprise objectives.

How can a healthcare customer journey mapping agency improve omnichannel experiences?

A healthcare customer journey mapping agency improves omnichannel experiences by identifying inconsistencies and communication gaps across websites, mobile applications, contact centers, and in-person services. G&CO. helps organizations understand how patients transition between channels and where interactions become fragmented. These insights inform coordinated experience strategies that improve continuity, reduce friction, and create more consistent patient interactions across digital and physical environments throughout the care journey.

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What should healthcare organizations look for in a customer journey mapping agency?

Healthcare organizations should look for a customer journey mapping agency that combines research expertise, strategic thinking, digital experience capabilities, and a clear approach to measuring business outcomes. G&CO. brings together strategy, experience design, technology, and implementation to help enterprise clients move beyond journey visualization. This integrated perspective helps organizations translate patient insights into actionable improvements across digital products, platforms, and service experiences.

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How do healthcare journey mapping consultants turn insights into actionable improvements?

Healthcare journey mapping consultants turn insights into actionable improvements by identifying root causes, prioritizing experience gaps, and translating findings into clear implementation plans. G&CO. helps organizations connect patient needs with business priorities to determine which interventions offer the greatest potential value. By linking journey analysis with digital strategy, experience design, and implementation, we help enterprise teams move from understanding problems to delivering practical, measurable improvements.

How can healthcare customer journey mapping improve patient engagement and retention?

Healthcare customer journey mapping improves patient engagement and retention by revealing barriers that prevent patients from accessing services, understanding care instructions, or maintaining ongoing relationships with providers. G&CO. helps organizations identify opportunities to improve communications, simplify interactions, and create more relevant digital experiences. By addressing these challenges across the care continuum, healthcare leaders can strengthen patient trust, encourage continued engagement, and build more consistent experiences that support long-term relationships.

How can healthcare customer journey mapping create a competitive advantage?

Healthcare customer journey mapping creates a competitive advantage by helping organizations identify unmet patient needs, eliminate experience gaps, and deliver more consistent, differentiated services. G&CO. helps healthcare leaders translate patient insights into strategic improvements across digital products, platforms, and service interactions. By aligning experience design with business objectives, organizations can strengthen patient trust, improve engagement, and distinguish their services in an increasingly competitive healthcare landscape.

Global Leadership

We’re 100+ individuals from across the world driven by innovation and diverse perspectives. We craft your brands innovations for the world of tomorrow.

Juan Manuel Gonzalez

Founder & Chief Executive Officer

As founder and CEO of G&CO., Juan Manuel Gonzalez leads a global customer experience consulting firm and digital transformation partner serving Fortune 500 brands across healthcare, life sciences, financial services, hospitality, and retail. Houston-raised and New York-based, Juan has grown G&CO. into a team of 50+ advising clients including Thermo Fisher Scientific, Starbucks, Saks Fifth Avenue, Levi's, and Carnival Corp. He is also the creator of Acumen, an AI-powered decision intelligence platform purpose-built for healthcare and life sciences. Juan and G&CO. have been recognized by the CFDA, ANA, Wall Street Journal, and Inc.

Jessie Morton

SVP, Client Engagement & Growth

Jessie leads the delivery of complex, multi-phase digital programs at G&CO., bringing teams, timelines, and priorities into alignment from kickoff through launch. Her experience spans work for Nike, Disney, PepsiCo, HBO Max, J.P. Morgan Chase, Samsung, and Sephora. Known for creating clarity across fast-moving engagements, Jessie anticipates risk, keeps stakeholders informed, and ensures ambitious ideas become high-quality outcomes.

Adrian Garnica

Chief Operating Officer

As the CCO of G&CO., Adrian is a visionary leader responsible for driving growth, managing teams, and fostering client relationships. With a proven track record at McKinsey and R/GA, Adrian has successfully developed and executed strategic visions, led consultant teams, secured major clients such as Travel + Leisure, Google, and Louis Vuitton, and ensured top-quality project delivery. Adrian's expertise lies in scaling, operations, and client-agency collaboration.

Ajay Lodha

VP, Technology

Ajay guides the technology strategy behind G&CO.’s digital transformation work, with a focus on architecture, data, integration, and platform scalability. He helps organizations understand how their systems work together, where friction or redundancy exists, and what must change to support future growth. His approach balances long-term ambition with the practical demands of governance, security, adoption, and maintainability, ensuring technology decisions create lasting business value.

Cindy Pound

Executive Program Manager

With more than two decades of experience at R/GA and Razorfish, Cindy has guided multidisciplinary programs for Google, YouTube, LEGO, Marvel, Starbucks, and Travel + Leisure. At G&CO., she oversees engagement delivery and stakeholder alignment, helping creative, strategic, and technical teams work effectively toward a shared goal. Cindy combines operational rigor with an understanding of the creative process, bringing clarity and consistency to every stage of an engagement.

Eric Freitag

Practice Lead, Health and Life Sciences

Eric leads G&CO.’s Health and Life Sciences practice, drawing on more than two decades of experience across digital health, medtech, and life sciences. Before joining G&CO., he served as Principal and Associate Director at Accenture Song and held leadership roles at R/GA, Smart Design, and frog. His work for organizations including Pfizer, Johnson & Johnson, Bristol Myers Squibb, Medtronic, GSK, and GE Healthcare has centered on turning scientific, clinical, and operational complexity into experiences people can understand, adopt, and trust.

Fiona O’Leary Sloan

Product Strategy Lead

Fiona helps organizations turn complex business and customer needs into clear, connected product experiences. Her background spans Runyon, Doberman—now part of EY—and co, where she contributed to work for Goldman Sachs, Accelerant, and TIAA. At G&CO., Fiona shapes strategic narratives, customer journeys, and product direction, aligning content, processes, and technology around a shared vision for the experience.

Steven Moy

Chief Technology Officer

As Chief Technology Officer at G&CO., Steven is a strategic leader responsible for driving technical innovation, scaling digital platforms, and enabling enterprise transformation. With a proven track record across Shiseido, Samsung, and American Express, Steven has led global ecosystem overhauls, architected scalable and secure systems, and delivered mission-critical solutions for some of the world’s most respected brands. His expertise spans systems integration, AI and data readiness, and aligning technology with business strategy, brand experience, and operational efficiency.

Jeff MacBride

VP, Project Management

Jeff excels in developing and implementing effective project management strategies. With a strong track record in leading teams and collaborating cross-functionally, Jeff ensures successful project delivery, client satisfaction, and continuous improvement. Having served renowned clients and brands, Jeff's expertise in scaling operations and fostering a collaborative culture is backed by achievements at Lockheed Martin and as an adjunct professor in project management.

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