Amurabi, legal design agency
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Issue

How to make the Fnac-Darty group's General Terms and Conditions of Sale more readable and accessible and restore confidence in the brand?

EXPERTISE

User research - Legal UX - Clear Language - UI Designer

Solution

Terms and Conditions of Sale

Year

2022

Context

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.

Process

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.

Results

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.

THE REDESIGN OF OUR EMEA ANTI-BRIBERY CODE OF CONDUCT BY AMURABI WAS LIKE THE IPHONE OF LEGAL DOCUMENTS.

Nina Moise - General Counsel
Shiseido

Our other achievements

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Expleo

How can we restructure our contracting policy to streamline legal processes, respond to commercial doubts and improve collaboration between legal and sales teams?

Citeo

How do you transform a dense, complex call for projects into an engaging experience?

Expleo

How can you transform an Authority Matrix to simplify approval processes, improve clarity and save valuable time?

Orange

How can information on employee savings schemes be turned into a decision-making tool?

CONFIDENTIAL CUSTOMER

How can we make consent forms transparent, clear and actionable for patients who share their feedback? How can we offer them an experience with the document that reflects the care they receive?

Kellanova

How can we make the General Sales Conditions a tool that helps key account managers during annual negotiations, while ensuring that customers have a good reading and understanding experience?