How to ensure that suppliers read and clearly understand key clauses of Terms and Conditions?

Challenge

Terms and Conditions are everywhere. Yet, many studies regularly show that a staggering 95% to 98% of them are blindly signed, meaning they are simply not read, let alone understood by users.

Our client Airbus Exo Alpha, the innovation lab of Airbus, wanted to shake up this status quo. As part of their “Massive Transformative Purpose”, their goal was to ensure that suppliers were reading and understanding key clauses of their Terms and Conditions, such as acceptance of goods and transfer of risks.

Process

User centricity all the way ! Amurabi found out the users’ main pain point: “who does what ? »
To tackle this, we leveraged design as a conception method, not to make the contract « look pretty », but to help users immediately identify what they have to do. We also used plain language to make sure all the elements of the contract were clearly stated and graphic design to maximise engagement.

Results

The future of contract is here ! A document based on swimlanes with Client’s obligations on the left handside of the documents and Suppliers’ obligation on the right handside.

Key elements of the contract are represented both in written and visual form. Adding a visual representation allows users to understand how the terms applies in a real-life scenario, to ensure a better enforcement of the contract by suppliers.

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