Estelle Ricoux is the co-founder and Service and Design Director of Firm. She has 15 years experience partnering with clients and leading teams to improve customer and employee experiences. Estelle combines a holistic service design practice with product methodologies to bring focus on business goals and key metrics. She leads Firm’s design teams, assessing current experiences and operations, crafting visions for future experiences and products, and guiding in the design and delivery, helping companies adopt new approaches and ways of working in the process.
Kostja Paschalidis is the Co-Founder, Systems & Logistics of Firm, a consultancy specializing in designing the services and building the capabilities that enable pharmaceutical companies to deliver advanced therapies at scale. He specializes in operational strategy, process optimization, and logistics innovation within the biotech and healthcare industries. Kostja merges technical insight with strategic planning, re-engineering systems to align with evolving medical advancements to help organizations refine their approaches to developing and delivering transformative treatments.
Success requires orchestrating an end-to-end experience that connects manufacturing, logistics, clinical sites, payers, and patients seamlessly. The companies that treat this orchestration as a strategic competency, rather than just operational logistics, will be best positioned to scale.