Inclusive research on experiences with swiss health insurers
A survey on accessibility and service experiences with Swiss health insurers shows where concrete action is needed to make them more inclusive.
Client: Swiss Health Insurance Provider
Need: To better understand how people with disabilities and chronic illnesses experience health insurance – from onboarding to digital tools - and where barriers still limit access and trust.
Approach: We surveyed 30 people with diverse disabilities across Switzerland to gather real user insights on everyday challenges, expectations and gaps in service.
Outcome: The findings revealed clear opportunities to improve clarity around benefits, enhance digital accessibility, and strengthen trust through better communication and support. For our partner, this user-driven feedback offers a strong foundation to make health insurance more inclusive and better serve the 1.8 million people in Switzerland living with a health impairment.