Client: Bridgeable | 4.5 Years | 2020-4
How can strategic design consulting build a more human future?
Bridgeable is a service design consultancy working with clients in highly regulated sectors, including healthcare, pharmaceuticals, telecommunications, financial services, government, and retail. Clients operated within highly regulated environments where policy, compliance, and operational constraints shaped service delivery. Service experiences were often complex, difficult to navigate, and disconnected from real user needs. Projects required balancing human-centered design approaches with strict regulatory frameworks, multiple stakeholder priorities, and legacy systems.
As part of the growth team, Aqil supported projects where the gap between service delivery and real human needs was clear, whether it was patients navigating care, individuals struggling with financial insecurity, or customers overwhelmed by telco communications.
The Approach
A Service Design Approach to Humanizing Systems
As a Service Designer, Aqil supported service design projects that reimagined patient journeys, designed tools to support financial wellbeing, clarified complex telco initiatives through simplified communication, and developed novel retail strategies that connected online and in-store experiences, all while streamlining internal workflows to foster faster, more collaborative design processes. These projects helped improve trust, transparency, and access across sectors, demonstrating how participatory design can make services more human and systems more responsive.
The Impact
Design that Moves the Needle
Aqil’s work helped bridge insight and strategy, empowering organizations across healthcare, finance, telecom, and retail to act on opportunities for change.
Through a mix of rapid prototyping and agile facilitation, he helped deliver the firm’s fastest-ever client sprint in just 4 days, accelerating delivery without compromising quality. His redesign of digital and in-person services led to an increase in user conversion and engagement, while his journey maps and blueprints informed strategic priorities that improved alignment between service users, staff, and organizational needs.
Beyond the immediate outcomes, Aqil also built internal capability by creating reusable templates and storytelling frameworks that streamlined pitch development and strengthened collaboration across teams, ensuring the impact of his work extended long after project delivery.
“ Aqil has a keen eye for visual design, enjoys the collaborative process of project work and is a creative designer. He is a team player who is passionate about design and is keen to grow in his career. Aqil worked on projects across several sectors inclusive of healthcare, and finance. He supported marketing initiatives and demonstrated competency in design skills across several projects. Aqil works well on a team and is eager to support in adding a creative lens to initiatives and deliverables.”
Bridgeable
Reflection
“Working at Bridgeable provided valuable exposure to the world of service design, workshopping, research methods, and design methodologies. While it is known that service implementation can be difficult, experiencing it firsthand revealed how complex aligning stakeholders, systems, and real-world constraints are.
It taught me that great design isn’t just about generating insights; it’s about translating them into actions that organizations can sustain. This experience strengthened my ability to bridge strategy and execution, helping teams navigate ambiguity and bring human-centered change to life.”