Designing crisis legal information to ensure its efficiency by reducing stress & information overload

Challenge

This Family Office came to us with a Covid-19 challenge : communicate very complex legal information, having a direct impact on the personal situations of the employees of the dozens of companies they own. They asked Amurabi to design the explanatory notice to a temporary employer loan, set up as a crisis, exceptional measure to compensate the unavailability of their group savings plan due to Covid-19.

Our goal was to provide a high level of transparency, but also to enable all of the 80,000 employees to quickly and fully understand this measure, in spite of anxiety and information overload due to the epidemics, but also in spite of a feeling of “injustice” due to the unavailability of their savings.

Process

In a crisis situation, it was indispensable to take into account the users’ level of stress and the information overload, which clearly affect our cognitive abilities.
Thus, we leveraged several neuro-scientific studies to help the brain get out of the threat mode and be able to “digest” complex information. For example, it was key to acknowledge that their needs had been fully taken into account, including their emotional state, to enable the brain to get out of the state of anger and be able to think. Thus, the notice acknowledges the users’ frustration from the outset.

In addition, neuro-science also teach us that the brain hates uncertainty, and cannot process too much information at a time. Thus, in addition to plain language throughout the notice, we entirely restructured it to ensure the right doses of information at the right time.

Finally, we used dedicated colors & graphic charters for each brand of the group – to help each company convey a personal message to their employees.

Results

A redesigned notice with an impactful design and language to avoid information overload and empowers users to make their own choices, being fully aware of the consequences. We cannot share the full version but only a confidential zed extract.
Key information is immediately available.
Through instruments such as timelines, FAQs, key facts & a glossary, the document empathizes with the users’ situation to better help them throughout the crisis.

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