Re: [IxDA] Best practices for designing Terms and Conditions/Customer Agreement Interactions
12 May 2010 - 3:57pm
I recently did a piece of work with a big financial organisation.
Naturally, they're required to present these sorts of things to
customers, but fully realise that most (the vast majority, >90 per
cent according to our research) don't read them, and those that do
rarely finish or fully understand them.
As Mike notes, it's a cost/benefit thing - for both the customer and
We ended up providing a legally approved conditions summary that was
visible in our process and links to the full conditions subsequently
displayed in a light box. There was also a part of the customer
experience beyond the online component that ensured they were provided
I think in cases like this, it's worth considering the small
compromises you can make online in favor of parts of the experience
that extend into the design of the entire service or product
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