How to design customer agreements that don’t suck

Customer-facing legal agreements suck. People don’t understand what they’re signing up for. They aren’t happy about it. There’s a tradeoff fallacy. Most of us engage in a phenomenon we refer to as the Agreement Bypass Bias (ABB for short!).

Much work is being done to apply Behavioural Insights to improve electronic contracting environments.

Part of this work is being done by us. We’re helping organisations — within the context of a broader, trustworthiness transformation strategy — significantly improve the way they help customers make informed choices. We’re helping organisations apply Data Trust by Design.

To date our work is having a positive impact. A really positive impact.

Specifically, in the context of legal agreements, we use The Better Disclosure Canvas. This enables us to critically interrogate, then systematically re-design customer facing legal agreements that complement product and service experiences (rather than detract from them).

In fact, we’re planning to run a series of remote workshops on the topic. To join our next workshop, contact us here.