Contracts

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

The Brief

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.

The process

User centricity all the way ! We 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.

The 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.

"Be NDA-ready and compliant in no time"

The Brief

Servier entrusted us with a precise mission: drastically reduce the lead time for « producing » NDA’s to 5 days, versus several weeks under the previous version, and empower business teams to « get it right », and fast.

The process

No time for workshops, but no worries: we relied on our experience of both NDAs, users and the pharmaceutical industry to spot the main pain points, which we confirmed with Servier.Then, we applied our combination of user-centric restructuring, plain language and graphic design to create the first prototype. It was tested internally by Servier, then we iterated and delivered the final version.

The Results

A new structure that makes sense and eases not just reading but implementation. For example, the « confidentiality » clause is structured in Do’s & Don’ts, key dates are found on the very first page and the internal users guide ensures speedy and accurate filling-in. Precise KPIs are being measured, and will be over a period of about 6 months after the release.

"How to ensure patient-centricity in partnership agreements?"

The Brief

Servier came to us as part of a strategic initiative: patient centricity. How might we design partnership agreements with patient associations, and individual patients, to ensure empathy without condescendence, full clarity and accessibility while acknowledging patients’ expertise? Incidentally, designing fully informed consent to the processing of sensitive personal data.

The process

We relied on co-creation with several users and experts within Servier. We produced a first prototype which…was simply rejected! Fail fast, then get it right. We entirely redesigned our first prototype to better reflect the « seriousness » and professional look & feel expected from contracts. We produced 3 different new options in terms of design, structuring, pictures and icons. Much better. We then iterated again to further simplify the language and ease the reading. There it was.

The Results

A human-centric, yet professional document, easy to understand and engaging. This project is still ongoing and the agreement is currently being tested.

"How to ensure business users know which contract template to use when?"

The Brief

Servier’s needs in this project were quite simple: ensuring that business teams would easily and swiftly understand which contract templates they should use in different situations – get it fast and get it right.

The process

User-centricity: starting with the needs of business teams in their daily job, taking into account their constraints and expectations in their own environment.

The Results

An internal process that is immediately meaningful and engaging, with a crystalclear definitions of roles and responsibilities.

"How to create an agreement influencers would actually read and sign?"

The Brief

The global head of marketing of this megabrand came to Marie with the following request: « here are some Instagram screenshots of our negotiation with a key influencer, please put it in the contract and simplify the template so that it does not take 6 months to be negotiated.»

The process

We started by wondering: why force a digital-native negotiation into an obviously outdated 30-page long Word document? Then, we had several workshops with the brand and users and conducted ethnographic research on influencers. We created a first prototype which was not a document, but a dedicated website.

The Results

A digital native contract that lives on a webpage which is the natural way of doing business for influencers, and provides them with a holistic experience of the brand: awesome look & feel, online filling-in with tips and digital signature. Legal UX, at last.