Industry

Healthcare

Client

Philip Kingsley

How a 60-Year-Old Premium Hair Clinic Transformed for the Digital Age

By late 2021, Philip Kingsley's prestigious hair and scalp clinics in London and New York faced both external and internal challenges. While legislative changes had opened the door for digital-first competitors to prescribe pharmaceutical-grade products online, the clinics were still operating with manual processes – from appointment scheduling to prescription renewals. Client records, treatment plans, and communications relied on paper-based systems. The business needed to modernize operations and compete digitally while preserving the premium care and expertise that had built its reputation over 60 years.

Mapping the Customer Experience

We began with a comprehensive audit of the clinic's operations, documenting every touchpoint in the customer journey. This meant shadowing consultations, analyzing appointment records, mapping communication flows, and conducting extensive interviews with clients and staff. Most crucially, we spent time understanding how trichologists built trust and rapport during consultations.

Finding the Heart of the Service

Our research revealed what truly set Philip Kingsley apart: the emotional connection formed during consultations. For their predominantly female clientele, these weren't just clinical appointments – they were therapeutic sessions where clients found relief and reassurance about deeply personal concerns. This human element was irreplaceable and became the foundation for our digital strategy.

While competitors focused on automation and efficiency, our research revealed that Philip Kingsley's success was built on human connection. This insight became our foundation for transformation: how could we use technology to extend rather than replace these valuable personal interactions?

A Three-Tiered Solution

We developed a comprehensive digital platform that would maintain the essence of a Philip Kingsley consultation while making it accessible to more people. This meant creating digital touchpoints that enhanced rather than replaced the human experience.

We created a service model that preserved Philip Kingsley's premium in-clinic experience while opening new pathways for growth. The premium service remained unchanged, but we added virtual consultations with expert trichologists and an online assessment option, creating multiple entry points while maintaining the brand's commitment to personalized care.

The new digital ecosystem included virtual consultation capabilities, a secure client portal for treatment plans, direct messaging with trichologists, and automated prescription renewals. Everything was designed to free up experts to focus on what they did best – providing personalized care and consultation.

The Results: Growth Without Compromise

  • 900% increase in client bookings within first month

  • 2000% increase in lead generation

  • 60% reduction in customer care inquiries

  • Expanded capacity beyond physical limitations

  • Streamlined prescription renewal process

  • 900% increase in client bookings within first month

  • 2000% increase in lead generation

  • 60% reduction in customer care inquiries

  • Expanded capacity beyond physical limitations

  • Streamlined prescription renewal process

  • 900% increase in client bookings within first month

  • 2000% increase in lead generation

  • 60% reduction in customer care inquiries

  • Expanded capacity beyond physical limitations

  • Streamlined prescription renewal process