"In our project, we definitely underestimated how many emotions people associate with their suitcases," says Thomas Kemper. Kemper is Sales Manager and Head of AVOR at the Züriwerk Foundation. The foundation offers housing, work and training places for people with disabilities. And at the Züriwerk, suitcases from all over Switzerland have been mended for about three years so that they can accompany their owners on their next trip.

The "role reversal" project originated in Germany. People with disabilities repair suitcases accompanied by work agogues and also have direct customer contact. "A work agogue from the Züriwerk then wanted to bring the project to Switzerland. He had to fight to convince the rest of the team of the idea, but fortunately he prevailed." Today, "Role Reversal" is one of Züriwerk's flagship projects. "The number of suitcases we mend practically doubles from quarter to quarter," says Kemper. It is precisely this emotional aspect that the team has not taken into account. "People come to us with their suitcases and tell us about the adventures he has accompanied them on. For example, a trip through Asia or a year of study in Colombia," says Kemper. A customer had brought his damaged briefcase, in which he carried the first important contracts of his career. Here, too, the Züriwerk team was able to help. 

A second life for suitcases

In addition to the emotional aspect, sustainability is also increasingly coming into focus, says Kemper. "People come by with suitcases where one wheel is broken, the rest looks like new." In addition to the wheels, the handle is often a weak point of the suitcases, which can break after a short time, explains the sales manager. "In the meantime, we can remedy both problems. We have rolls in stock in different sizes and materials. We can now also produce handles in a 3D printer." Züriwerk would also like to work with larger suitcase manufacturers to source spare parts directly from them. "But so far this is not possible."

However, the role reversal project is not only a great benefit for the customers, but also for the clients, who are absorbed in their job as suitcase doctors. Thomas Kemper speaks of them as employees, because they are also the ones who manage the volume of work. "Five employees and two specialists work in the suitcase workshop." At the beginning of the project, the occupational agogues were trained in Germany in order to be able to pass on the work they had learned. "Today, however, our employees are often more knowledgeable in the matter," says Kemper.

But it is not only the work on the cases that the employees in the workshop enjoy. "They appreciate the fact that they have direct contact with customers. In this way, they also experience the joy when our customers can take their repaired suitcases home with them." It is important to Kemper that "role reversal" is not only seen as a social project. "The employees have high standards for their work. Our service should be just as good as that from the specialist shop." "I often see people who leave the workshop with their repaired suitcase with a smile," says Kemper. It is also this joy from all sides that makes the project a prime example of successful inclusion.

That is why role reversal should continue to grow. "We have secured the rights for the project in Switzerland. From 2026, we would like to expand so that other foundations in Switzerland can also adapt the concept."