User research - Legal UX - Clear Language - Graphic design - User testing
Terms and Conditions of Sale
2022
While they should help and support the customer after his purchase, the general sales conditions are often difficult to read and unclear. Darty commissioned us to make the legal part of the Confidence Contract more readable and accessible, so that it meets customers' need for information, and supports them in making an informed choice and consuming sustainably.
To understand user expectations and frustrations, we conducted workshops with consumers to rethink the structure, design and wording of the contract, while making the experience as pleasant and clear as possible. We identified the elements that facilitate understanding and action, then tested our prototype to collect and implement user feedback.
A much more visual document, accompanied by diagrams and timelines, that recaptures the best image of the trust contract and marketplace. Thanks to a graphic design based on neuroscience and clear legal language, it brings empathy to easily solve problems but also reassures that there are no "traps" or hidden information.
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