Digital Inclusion at AOK: Plain Language, DGS, and Multilingualism

The AOK Group is expanding its digital offerings to include content in easy-to-read language, German Sign Language, and other languages. The goal is to create a centralized and scalable web solution that better reaches diverse user groups and facilitates access to health and insurance information—regardless of individual circumstances or language barriers.

People with different communicative, linguistic, and cognitive abilities gain better access to relevant information. The project contributes to digital accessibility and supports the objectives of BITV 2.0, EN 301 549, and WCAG 2.2 at Conformity Level AA.

Language also plays a key role in determining whether information can be used effectively. Especially in the areas of health and insurance, content must be understandable, reliable, and as accessible as possible. Multilingual information can support people who do not understand German or do not understand it well enough to make sense of complex issues. In this way, multilingualism complements accessible design and strengthens digital participation.

The rationale is clear: Today, digital offerings play a decisive role in determining whether people can actually use websites and access information—or whether invisible barriers exclude them. Digital accessibility means that everyone can navigate the internet independently and without assistance—regardless of visual, hearing, motor, or cognitive impairments. This is particularly relevant in the healthcare sector, because without this access, people with disabilities and older adults in particular are excluded from societal discussions, cannot use services offered by companies and public agencies, and are not heard.

Together with the AOK Federal Association, we have developed a centralized, accessible TYPO3 solution. It consolidates content in various formats and languages and provides a foundation for systematically adding additional topics and language versions.

For each user group, this solution brings tangible improvements. People with visual impairments often rely on screen magnification software, while blind people use Braille displays and screen readers. For deaf people, visual access is crucial, as they primarily obtain information through videos in German Sign Language. And for people with cognitive disabilities, easy-to-understand and well-structured texts, clear page layouts, and plain language are essential for improving digital accessibility.

Language accessibility is another important component. People who are not confident in their understanding of health or insurance information in German may have difficulty finding services and making appropriate decisions. Multilingual content makes it easier to navigate the information and helps convey important details in a way that is easy to understand. The languages and content offered can be tailored to the needs of specific user groups and expanded gradually.

Various user groups benefit from accessible and multilingual design: Clear structures, understandable content, and intuitive navigation make it easier for everyone to access the site. This creates a digital offering for the AOK community that reaches more people.