Bridgeable appearing at SDN Global Conference
Bridgeable CEO Chris Ferguson will be presenting a workshop alongside researcher and strategist Chad Story at the Service Design Global Conference in Madrid on November 2–3, 2017.
Design Diplomacy: Scaling Impact in Turbulent Times examines the role of the service designer as a facilitator of large-scale change, including the messy and often political realities that emerge from this work.
Through hands-on activities and case studies, Design Diplomacy explores the ways in which the designer is called upon to broker relationships between actors with competing agendas, priorities, and values. In order to scale our impact in turbulent times, we question: What does it mean to be a diplomat when designing at scale? What are the qualities of the diplomat-designer? How must Service Design tools be re-worked to account for the messy political realities?
Building off the success of Breaking the Blueprint: Hybrid Tools for Future Services at SDGC’15, this workshop invites participants to apply service design tools to a complex challenge, negotiating the needs of divergent stakeholders. Participants will reconsider service design tools for more relational, political, and messy contexts—while gaining a new appreciation for the skills required to facilitate stakeholder alignment through service-system change.
Universal Patient Language wins international award
Open-source patient communications resource recognized
A Toronto-based service design firm has teamed with a global biopharmaceutical company to capture a prestigious international award. Bridgeable and Bristol-Myers Squibb won top North American honours in the 2017 eyeforpharma competition. Their collaborative Universal Patient Language (UPL) project was cited in the most valuable patient initiative or service category.
This award goes annually to an innovative project designed to deliver tangible patient improvements, both in the long and short term. Demonstrating real understanding for patient requirements prior to implementation, the winning project will have been managed to an outstanding level and will have made an exceptionally positive impact on its intended customer.
About the Universal Patient Language
The Universal Patient Language (UPL) is an organizational capability and set of practical resources that help communicate complex topics to patients. It was developed by Bristol-Myers Squibb (BMS) — with support from Bridgeable — to help patients facing serious disease better understand treatment options. The story of UPL presents a unique approach to patient experience. It was designed specifically to help present information to patients in a way that is fair, accurate, understandable, and which addresses patients’ needs.
The UPL has been applied to Bristol-Myers Squibb patient communications for every product the company has in market. The redesigned UPL deliverables include drug safety information, branded messaging, disease state education, clinical trial recruitment, and even call centre interactions. In developing these outputs, Bristol-Myers Squibb has engaged with numerous patients and caregivers, and over 100 healthcare providers, patient advocacy group representatives, communication experts, and other external stakeholders.
In 2016 Bridgeable supported Bristol-Myers Squibb in launching an open-source UPL capability, sharing it with any individual, company, or institution interested in improved patient communications. The first UPL resources and case studies are already publicly available on upl.org. In early May, a new and improved version will be launched with a new emphasis on helping practitioners apply the UPL to their own work. The hope is that if all industry players — from hospital systems to advocacy groups to clinicians to pharma — adopt a set of universal standards in patient communications, patients’ overall healthcare experiences will be improved.