Observing real experiences – understanding their context
The case studies and documentation published by the Institute for Communication & Dignity (ICD) examine specific processes and experiences from the human perspective. They document how communication, structures, and processes operate in practice and where barriers, misunderstandings, or avoidable burdens may arise.
Their purpose is not to assign blame or judge individual people. The ICD examines traceable processes, their communicative impact, and the experiences that result from them. Where internal circumstances are unknown, assumptions are not presented as facts. Instead, questions are raised and different perspectives are brought into relation with one another.
We therefore understand case studies as an invitation to reflection and shared learning. The quality of a system is determined not only by whether errors occur, but also by its ability to recognize their effects, respond to feedback, and learn from experience.
Case Analysis: Communication in Social Law
This case analysis examines communication in the context of German social law through a current case involving a health insurance fund and one of its insured members.
ICD–Qonto Study I/2026
The ICD–Qonto Study examines the onboarding process for opening a business account from the perspective of a neurodivergent customer. The process provided an opportunity to take a closer look, document what occurred, and analyze it from the customer’s perspective. Qonto is expressly invited to contribute its internal perspective and respond to the questions raised. The study can then be completed by bringing together both the internal and external perspectives on a modern digital business process.
