Digital Inclusivity with esure

Education and enablement

esure logo spelt out in lowercase letters
Two men presenting with a large screen, one demonstrating mobile accessibility as a blind user

Through Arc Inclusion’s innovative Digital Inclusion Lab, talks, and live workshops,
we were able to shift our perspective and help shape a culture of inclusion.”

Katherine Patel Senior UX Researcher at esure

Our contributions

  • Digital inclusion awareness labs
  • Benefits of digital accessibility workshops
  • Live inclusive user testing
  • Strategy and enablement

Background

esure is committed to embedding accessibility into their organisation and ways of working. They know that building digital services with inclusion in mind can create better
customer experiences for everyone.

For esure, the focus is not just about maximising the potential 
to grow their customer base — it’s about ensuring no one is excluded from their future products and services.

Challenges

“We want to find opportunities to improve accessibility at every stage 
of the service lifecycle”

Recognising that awareness and understanding are vital to meet their inclusivity values and achieve their accessibility goals of long-lasting change, esure sought to create meaningful education and engagement opportunities for their teams.

The challenge was to educate and empower at all levels while offering first-hand experiences to connect the esure teams to the challenges faced by their older and disabled users.

To meet this challenge, Arc Inclusion ran a series of Digital Inclusion Labs — interactive awareness sessions that show real users with different access needs interacting with digital platforms.

Female presenter demonstrating an empathy workstation to two employees, one seated and one standing, both employees are wearing mobility simulation gloves

Our approach

The Digital Inclusion Lab is an immersive experience designed to educate and inspire.

Over three key events, we brought accessibility to life through:

Female presenter demonstrating an empathy workstation to two employees, one seated and smiling to the camera and one standing, both employees are wearing mobility simulation gloves

Interactive Stations

Participants took part in hands-on simulations that recreated the digital barriers experienced by older and disabled users — from mobility and hearing loss to cognitive differences and age-related challenges.

Four men in front of an empathy workstation trying on glasses to simulate different visual impairments

Live User Testing

We hosted a live session with a blind screen reader user, demonstrating how assistive technology navigates digital journeys. It offered insight into barriers blind users could face and how inclusive design improves usability.

Male and female presenters standing before a seated audience, with a large monitor and flipchart

Expert Talks

Arc’s accessibility expert Dr Thomas Hein delivered talks that combined education, real-world examples, and actionable role-based takeaways for teams.

The events

Digital Inclusion Lab (Arc’s London office):

A hands-on learning experience for esure’s digital teams, focused on building awareness and practical understanding of accessibility challenges.

Pop-up Inclusion Lab & live user testing (on-site at esure):

A focused, on-site session for wider teams and senior leadership, featuring interactive stations and live demonstrations to show the real-world impact of
digital accessibility.

One-on-one remediation support:

Targeted working sessions with development and product teams, providing immediate feedback and reinforcing the role of accessible design throughout the product lifecycle.
Six people interacting in front of empathy workstations

The outcome

Through the Digital Inclusion Labs, we:

Raised awareness of the challenges faced by users
 with different access needs when interacting with
digital experiences.

Empowered teams at all levels, from leadership to designers, with practical knowledge on how to create
more inclusive experiences.
Provided actionable insights through live user testing, enabling teams to witness accessibility barriers first-hand and identify areas for improvement.
Seated man using a trackball at an empathy workstation, with a female demonstrator beside him

Key achievements

Leadership Buy-In:

The Digital Inclusion Lab sessions highlighted the importance of accessibility as a strategic priority for senior leadership.

Practical Enablement:

Development teams received live feedback, allowing them to apply accessibility learnings immediately.

Momentum for Culture Change:

Sparked internal interest, building accessibility champions and paving the way for long-term inclusion.

Three people watching a video of an elderly woman at an ageing empathy workstation

Demonstrating Commitment To Accessibility

“esure have set a high standard for how organisations
 can empower their people and prioritise digital inclusion”

By investing in education, awareness, and enablement, esure has shown a clear commitment to embedding accessibility into their organisation.

The Digital Inclusion Lab provided an innovative and engaging way to inspire change.

Now, teams across esure have the knowledge and tools to deliver inclusive digital experiences for all their customers.

This partnership with Arc Inclusion highlights esure’s forward-thinking approach to accessibility, setting an example for how organisations can empower their people and create a culture of digital inclusion.

Two men presenting with a large screen, one demonstrating mobile accessibility as a blind user

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