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CUSTOMER STORY CUSTOMER STORY

REALISING THE
GROWTH OPPORTUNITY Multigate have been involved in a design programme Growth Services has really helped Multigate to embed
around how they could redesign those packs, which has new capabilities. They were always innovation focussed,
The Design Integration programme that Multigate
entered into as part of the Growth Services offering translated into the ability to deliver substantial savings in but hadn’t been fully leveraging the power of design in
has significantly broadened their innovation capability. the space that each of those packs consumes. their approach.
It has allowed them to think not just about the That means they can get more packs to hospital, more They have worked with world class design mentors that
products they deliver, but all the service experience and on shelf, and they’re easier to handle for the clinicians were found for them and supported through Growth
the other experience that surround those products, that use them. The cost of shipping then becomes Services for building both the design process and new
which are often a far more powerful differentiator for significantly less, so there’s benefits and impacts that they capabilities within the organisation. This has helped
them in the marketplace than the products themselves. experience from start to finish through the supply chain. them to observe, understand, listen and see the real
problems their clinicians face on a day-to-day basis, and
not just think of it in the context of a product, but the

“It’s really challenged our process, changed the way we operate quite “To our mind, this whole entire journey.
substantially to the effect that we now employ four new designers and we have [Growth Services] The design capabilities that came from the engagement
through Growth Services gave Multigate the
a whole design studio that if you walked in here three years ago didn’t exist.” programme has helped us to opportunity to enter an era of new innovation.

Mark Stewart, Head of Brand & Communications shift our emphasis towards a
new positioning that’s design

led, where innovation is the
One of the core parts of the business is custom core of our story. We think
procedure packing, where all of the consumables CONCLUSION
associated with a surgical procedure are packed that whilst ultimately we still
specifically for hospital or clinician requirements. have to compete on price, As a result of the Growth Services engagement, Multigate
Quite often, those packs are bulky items. They’re has become better at deploying and utilising new design
hard to handle, hard to carry from a storeroom our ability to deliver smarter, skills that are translating into new products, new offerings
to the theatre, and therefore difficult to ship. It more effective products, more and fundamentally driving them to recognise the need to
has impact all the way through the supply chain. effective experiences for our change the way they communicate their story in
the marketplace.
“So often businesses create solutions looking clinicians will ultimately stand At the beginning of the Growth Services engagement
for a problem… design thinking is all about us in good stead in the tender Multigate had good market share in the public hospital
going out there and finding out what the true environments that we fight tooth sector, but no standing in the private hospital sector. As
problems of users are, what they really need.” and nail in with our competitors.” a result of their new approach to design, they have now
engaged the private hospital sector and have key private
David Schloeffel, Business Design Adviser Mark Stewart, Head of Brand sector hospital groups advocating their products.
& Communications

22 Department of Industry, Innovation and Science – Entrepreneurs’ Programme – Growth Services Department of Industry, Innovation and Science – Entrepreneurs’ Programme Growth Services 23