World of warcraft team 4

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This project was carried out by a team of lawyers, usability experts, plain language experts and designers.

It was presented at Clarity2010.

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World of warcraft team 4

  1. 1. World of Warcraft Terms of Service Sarah Carr, Lubya Herbert, Katharina Hoslzl, Lauren Moler, Whitney Quesenbery
  2. 2. We chose this legal agreement because it is one of the ones watched by the EFF TOSBACK project which monitors “stealth” changes to terms of service http://www.worldofwarcraft.com/ legal/termsofuse.html
  3. 3. It’s a typical game agreement This agreement gives the company strong rights. • Ownership of all information in the game • Control over who may play Although players might not like this, we wanted to make sure that they would understand it, so they can make an informed decision as to whether to play the game or not.
  4. 4. Usability testing 5 people, all with a range of experience playing World of Warcraft, or a similar game • Remote usability sessions (using GoToMeeting) • Asked participants to read through the page and then answer questions about the agreement to recall facts and test understanding. • Discussed the document with them
  5. 5. Participants were not surprised to find a long legal agreement Usability testing I just ignore them. Click “yes” and accept and go on. I’d scan it to make sure it looks like all the others. But they generally understood it.
  6. 6. Usability testing They said: • The rules were not surprising • Some of the rules and disclaimers that surprised us go along with bigger issues – cheating or or responsibility for technical issues • None of the terms really affected people who were playing the game honestly
  7. 7. Usability testing So we focused on the problems they actually had: • Navigating through a confusing and disorganized document • Separating legal boilerplate from important rules about the game
  8. 8. Editing 1st round – simplification 1. Who can agree to the terms You confirm that you are an adult in the country where you live. You agree to these terms for yourself and, if you wish, one child who you are a parent or guardian for, and who you have authorized to use your account on the service. (46 words) 3. Eligibility You represent that you are an adult in your country of residence. You agree to these Terms of Use on behalf of yourself and, at your discretion, for one (1) minor child for whom you are a parent or guardian and whom you have authorised to use the account you create on the Service. (54 words)
  9. 9. Editing 2nd round – further simplification 1. Who can agree to the terms You confirm that you are an adult in the country where you live. You agree to these terms for yourself and, if you wish, one child who you are a parent or guardian for, and who you have authorized to use your account on the service. (46 words) 1. Who can agree to the terms? You must be: • An adult in the country where you live • The parent or guardian of one child who you have authorized to use your account (28 words)
  10. 10. Reorganization (2 rounds) • Reorganized the information, so that the terms of the agreement are presented in a logical order, with similar information grouped together. • Separated the Code of Conduct, because users may need it after they sign up. • Collected all of the legal information about how disputes would be resolved into a separate section, to make the basic agreement shorter.
  11. 11. Light formatting added • Table of contents • Bolder headings • Shaded boxes for secondary information
  12. 12. Our version is still not really “plain” It’s too long It’s got too much legal boilerplate It’s legalistic, cumbersome, and even hostile The change needed requires a change in attitude, not just editing and design.

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