Don’t Rely on T&Cs: Here’s How to Communicate

Image only. Video below :)

In 2018 the OECD conducted a systematic review of the Behavioural Insights literature on the topic of disclosure. Out of this work came a series of high level recommendations for policy-makers:

1. Not relying on terms and conditions to convey important information
2. Express and meaningful consumer consent
3. Simple information
4. Using images, audio and video, where appropriate, not just text
5. Timing (i.e. getting the right information at the right time)
6. Considering whether disclosures could be improved with personalisation
7. Use of information by third parties

Now, I’m not saying I agree with all these recommendations. There’s nuance and ambiguity here. But, I do ‘buy into’ the idea that we shouldn’t be relying on terms and conditions to help people understand what they’re getting into. That model just ain’t working.

So, this week’s Here’s How To video starts diving into recommendation 1.

In the video I also put a challenge out to those watching. It’s pretty simple. sketch some concept for how to do this. Post what you sketch. Describe the rationale behind the design outputs. Help the entire community learn and grow together.

As always, throw comments, concerns, questions and queries my way.