Transforming the patient care experience across every phase

ConvaTec

ConvaTec is transforming how it supports ostomy, continence, and advanced wound care patients, alongside carers, nurses, doctors, and hospital procurement teams. The challenge was the sheer complexity of the care ecosystem: multiple patient needs, fragmented services, and a lack of shared clarity on where the biggest opportunities for improvement sat.

The organisation needed a clear, evidence based view of the end to end care experience and a practical way to translate insight into action. Working closely with senior leaders and global teams, we explored patient, clinician, and business needs in parallel and turned this complexity into a focused, executable roadmap.

Outcomes

• Delivered current and future state experience maps across key patient and clinician journeys
• Identified 25 product and service opportunities across 8 strategic workstreams
• Created a 3 year experience roadmap, aligned to technology and capability needs
• Defined a 3 year vision supported by 4 clear strategic recommendations
• Informed delivery of a new website and brand, grounded in real care needs