Patient Engagement Agency

Meaningful patient engagement starts with understanding what patients need and making it easier for them to get it. It means understanding what people need, where they face barriers, and how to make every interaction more useful. G&CO. partners with healthcare, pharmaceutical, and life sciences organizations to turn those challenges into better experiences. From shaping patient engagement strategies to designing digital products and improving existing platforms, we help organizations make complex journeys easier to navigate while keeping broader business goals in view. We're a patient engagement partner from strategy through implementation.

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Patient Engagement Agency Services

Better patient engagement starts with understanding what people need and making it easier for them to get it. Knowing which changes will make the biggest difference can be less clear. Patients may struggle to find reliable information, navigate digital tools, or access the support they need throughout treatment. G&CO. works with healthcare, pharmaceutical, and life sciences organizations to deliver patient engagement services that make these experiences better. We bring strategy, research, design, and digital expertise together to help teams identify the right problems to solve, create more useful patient experiences, and build solutions that work for both patients and the business.

Patient Engagement Strategy

We help healthcare and life sciences organizations answer that question. By understanding patient needs, business priorities, and the challenges across existing experiences, we help teams set a clear direction for patient engagement. From defining priorities to building a practical roadmap, we turn broad ambitions into focused plans with clear goals and a way to measure progress.

Patient Journey Mapping

A patient journey can span dozens of interactions, from learning about a condition to finding treatment and managing ongoing care. We map those experiences to uncover gaps, confusing transitions, and unmet needs. With a clearer view of the journey, teams can focus their efforts where improvements will matter most and create a more connected experience from one step to the next.

Patient Experience Design

Healthcare experiences can be difficult to navigate, especially when people are dealing with unfamiliar information or important decisions. We use research, experience strategy, and human-centered design to make interactions clearer, more intuitive, and more accessible. Whether we're improving a single touchpoint or rethinking a larger experience, we help organizations design around the people who use their services.

Patient Digital Engagement

Patient portals, mobile apps, and digital communications should make it easier to find information, access services, and take the next step. We help organizations improve these experiences by connecting patient needs with thoughtful product strategy, UX/UI design, and digital implementation. The focus is on creating useful, easy-to-navigate tools that fit naturally into the patient journey and support ongoing engagement.

Patient Education and Content

Medical information can be complex. We help healthcare and life sciences organizations make it clearer, more accessible, and easier to navigate. Through content strategy, information architecture, and experience design, we help teams organize educational resources around real patient questions. The aim is to help people better understand their options, make informed decisions, and find relevant guidance when they need it.

Patient Support Programs

Support programs can make a meaningful difference, but only when patients can find them, understand what's available, and access the right resources. We help pharmaceutical and life sciences organizations design more accessible support experiences, connecting patient needs with useful services, clear communications, and digital tools. Throughout the journey, we help remove unnecessary barriers between patients and the support available to them.

Patient Adherence and Retention

Patient engagement takes ongoing support, clear communication, and experiences that help people stay on track throughout treatment. People may face practical challenges, lose motivation, or struggle to fit ongoing care into daily life. We help organizations understand these barriers and design more relevant communications and digital experiences that support continued participation.

Patient Engagement Platforms

As patient needs and services evolve, disconnected tools and outdated platforms can make engagement harder to manage. We help healthcare and life sciences organizations rethink, design, and modernize the digital platforms that bring patient information, services, and interactions together. From product strategy and UX/UI to implementation, we help build a stronger digital foundation for connected experiences and future improvements.

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 Patient Engagement Agency

When patients struggle to find information, navigate digital tools, or access support, even the best-designed programs can fall short. G&CO. helps healthcare, pharmaceutical, and life sciences organizations make patient experiences easier to navigate and more useful at every stage. By bringing strategy, research, design, and digital expertise together, we help solve real patient challenges while supporting broader business goals.

Build Lasting Patient Trust

Trust grows when patients feel understood, informed, and supported over time. We help organizations create more thoughtful, consistent experiences across the patient journey, from the first interaction to ongoing care and support. By making each touchpoint more relevant and easier to navigate, we help foster stronger relationships that encourage continued engagement.

Increased Program Participation

Even valuable support programs can fall short when patients don't know they exist or find enrollment too complicated. We help organizations uncover these barriers, simplify the path to participation, and improve the digital experiences and communications around their programs. The goal is to make it easier for eligible patients to discover available support and take the next step.

Connected Patient Journeys

Patients move between websites, services, and support programs. Their experience should feel connected at every step. We help organizations map the patient journey, identify where experiences break down, and connect the touchpoints that matter. The result is a more cohesive experience that helps patients move forward with less confusion and frustration.

Higher Digital Adoption

A patient portal or mobile app only helps when people can understand it, navigate it, and see a reason to return. We help organizations identify what's getting in the way, then improve the experience through research, UX/UI design, and digital strategy. By making digital tools more useful and accessible, we help encourage adoption and continued use.

Expand Access to Support

Accessing support should be straightforward, with clear information and fewer barriers to getting the help patients need. We work with healthcare and life sciences organizations to make support services easier to discover, understand, and access. By connecting patient needs with clearer service journeys and more useful digital tools, we help organizations make available resources easier to navigate.

Simplify Patient Education

Medical information can be difficult to navigate, especially when patients are making unfamiliar or important decisions. We help organizations turn complex content into clear, accessible educational experiences built around the questions patients actually have. From organizing information to improving how it's presented across digital touchpoints, we help patients find relevant guidance and better understand their options.

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 Patient Engagement Agency

Every patient experience presents a different challenge. Some journeys are difficult to navigate. Some digital tools go unused. Others fail to give patients the information or support they need at the right time. G&CO. brings strategy, research, design, and technology together to help healthcare, pharmaceutical, and life sciences organizations work through these challenges. We look at the bigger picture, find opportunities to make experiences better, and help turn those opportunities into digital products, platforms, and services that work for patients and the businesses behind them. We bring together the strategic and hands-on expertise organizations should look for when evaluating patient engagement companies.

Patient Journey Optimization

When patients encounter confusing steps, disconnected services, or unnecessary obstacles, it's harder for them to move forward. We help organizations map the patient journey, understand where people get stuck, and identify which improvements matter most. From the first interaction through ongoing care and support, we help make each step easier to navigate.

Behavioral Science Insights

Knowing what patients need is only part of the picture. Understanding what motivates them, shapes their decisions, or makes them hesitate can reveal where an experience needs to change. We use research and human-centered design to help organizations make communications more relevant, interactions more intuitive, and engagement strategies more responsive to real patient needs.

Connected Care Experiences

Patients may move between websites, mobile apps, healthcare services, and support programs, but those experiences don't always work together. We help organizations connect the dots by identifying gaps between touchpoints and designing more consistent experiences across channels. The result is a clearer path for patients and a more cohesive experience across the services an organization provides.

Digital Adoption Acceleration

Launching a digital product is one thing. Getting people to use it is another. We help organizations understand why patients may overlook, abandon, or struggle with digital tools, then improve the experience through research, product strategy, and UX/UI design. By making products more useful and easier to navigate, we help create better conditions for adoption and continued use.

Strategic Technology Integration

New platforms and digital tools should make patient engagement easier, not add another layer of complexity. We help organizations determine what to build, what to improve, and where existing technologies need to work better together. From digital product strategy to implementation, we help connect technology decisions to patient needs and broader business priorities.

Long-Term Patient Value

Patient engagement takes ongoing support and meaningful interactions that keep patients connected throughout their journey. We help organizations look beyond immediate participation to understand how digital experiences, communications, and support can better serve patients over time. By defining meaningful goals and identifying opportunities for improvement, we help teams build stronger ongoing relationships and make better use of their digital investments.

FAQs

Why hire a patient engagement agency?

Hiring a patient engagement agency helps healthcare, pharmaceutical, and life sciences organizations create more effective patient experiences while advancing business objectives. G&CO. combines enterprise strategy, experience design, and digital implementation to help clients identify engagement gaps, improve patient interactions, and modernize digital products and platforms. By connecting patient needs with measurable business goals, G&CO. helps organizations build stronger relationships, improve engagement, and create lasting competitive advantage.

How can a patient engagement agency improve business performance?

A patient engagement agency improves business performance by aligning patient experiences with measurable outcomes, including digital adoption, operational efficiency, and sustained engagement. G&CO. helps healthcare and life sciences organizations identify friction across patient journeys, optimize digital touchpoints, and develop scalable engagement solutions. By combining strategic advisory with hands-on implementation, G&CO. helps clients turn patient experience improvements into business value while strengthening differentiation in competitive markets.

What services do patient engagement agencies provide?

Patient engagement agencies provide services spanning engagement strategy, patient journey mapping, experience design, digital platforms, patient education, and support programs. G&CO. brings these capabilities together through an integrated approach that connects business strategy with digital product development and implementation. For healthcare, pharmaceutical, and life sciences organizations, this helps create more consistent patient experiences, address engagement barriers, and build scalable solutions that support evolving patient needs and enterprise priorities.

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How can a patient engagement agency improve the patient journey?

A patient engagement agency improves the patient journey by identifying friction points, addressing unmet needs, and connecting interactions across critical stages of care. G&CO. uses patient journey mapping, experience strategy, and digital design to help organizations create more intuitive transitions between information, services, and support. This approach enables healthcare and life sciences businesses to reduce fragmented experiences, strengthen patient relationships, and align engagement improvements with broader organizational goals.

How can patient engagement agencies improve digital patient experiences?

Patient engagement agencies improve digital patient experiences by making healthcare platforms, mobile applications, and patient communications easier to access, navigate, and use. G&CO. combines user research, experience design, digital product strategy, and implementation to help organizations address usability barriers and improve digital adoption. By aligning technology with patient needs and business objectives, G&CO. helps healthcare and life sciences companies deliver connected, scalable digital experiences that support sustained engagement.

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How can pharmaceutical companies improve patient engagement?

Pharmaceutical companies can improve patient engagement by creating more accessible education, personalized communications, and coordinated support throughout the treatment journey. G&CO. helps life sciences organizations identify patient needs, design relevant digital experiences, and strengthen patient-facing platforms and services. By addressing barriers to participation and simplifying interactions, companies can create more meaningful engagement experiences while supporting patient support programs, treatment continuity, and broader business objectives.

What is the ROI of patient engagement initiatives?

The ROI of patient engagement initiatives can be assessed through improvements in digital adoption, program participation, patient experience, operational efficiency, and the cost of delivering support services. G&CO. helps organizations connect engagement investments to measurable business objectives by identifying performance gaps, prioritizing improvements, and defining relevant success metrics. This approach gives healthcare and life sciences leaders a clearer basis for evaluating investments, optimizing resources, and demonstrating long-term enterprise value.

How can patient engagement agencies increase patient program participation?

Patient engagement agencies increase patient program participation by identifying enrollment barriers, simplifying registration, improving communications, and designing experiences around patient needs. G&CO. combines audience insights, journey optimization, and digital experience design to help healthcare and pharmaceutical organizations make support programs easier to discover, access, and navigate. These improvements can reduce participation friction, strengthen ongoing engagement, and help organizations deliver more accessible and effective patient support experiences.

How can enterprises scale patient engagement across multiple markets?

Enterprises can scale patient engagement across multiple markets by establishing a consistent strategic framework while adapting experiences to local patient needs, languages, and expectations. G&CO. combines enterprise digital strategy, experience design, and platform implementation to help healthcare and life sciences organizations deliver connected experiences across regions. This approach supports scalable digital ecosystems, consistent engagement standards, and locally relevant experiences that strengthen patient relationships and advance business objectives.

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How can patient engagement consulting support digital transformation?

Patient engagement consulting supports digital transformation by aligning patient needs, business priorities, and technology investments around a more connected experience. G&CO. helps healthcare and life sciences organizations identify experience gaps, define digital product strategies, modernize platforms, and implement solutions that improve patient interactions. By connecting strategic advisory with hands-on delivery, G&CO. enables enterprises to move beyond recommendations and translate digital transformation goals into practical improvements and measurable business value.

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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