User research - Legal UX - Clear Language - UI Design - User testing
Terms and Conditions of Sale
2021
After the overhaul of Moët Hennessy's internal worldwide privacy policy, the group wanted to build on this new momentum by redesigning the group's Privacy Charter for its customers for all the different Houses.
The goal? To create an experience that meets the expectations of sophisticated customers, while designing an internal process for updating and rolling out to all 26 brands on an annual basis. The challenge was to create content that would resonate with their customers and reflect the Group's values, while allowing each House to adapt the Privacy Policy to their own aesthetic and editorial line, and ensuring a smooth annual update process.
As with all our projects, it all started with user research and benchmarking. We identified all the common UI and UX characteristics of the 26 websites of the different brands.
Then, to be sure to take into account both internal constraints and customer needs, we facilitated a 2-day design-sprint with a multidisciplinary team within Moët Hennessy: lawyers and designers of course, but also developers, CRM, marketing and IT teams!
The working group created user journeys and internal stakeholder and consumer profiles. We then used the online co-creation tool Mural to completely restructure the document according to mobile-first UX standards. At the end of the two-day sprint, we had a first prototype of the new structure, a few paragraphs written in clear legal language, and even a first look-and-feel!
Following the 2-day sprint, it only took 3 one-hour work sessions with the group and the design work of the Amurabi team to finalize the new privacy policy! We created a version for Veuve Cliquot, the House of Moët Hennessy with one of the strongest brand identities, as well as an implementation guide for all other Houses, explaining how to adapt the text and design to their own graphic and editorial guidelines.
The end result is a user-centric Privacy Policy that is easy to read and apply. Beyond a satisfying experience, the new policy is a tool for action: instead of simply listing users' rights, we created dedicated forms to exercise each digital right!
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