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A clearer deal for Telstra dealers: Finalist in 2019 Clear Communication Awards

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An overview of some of the thinking and work that went into the contract re-design of a telecommunications partner agreement (B2B contract).

Proudly a finalist in the 2019 Clear Communication Awards https://clearcommunication.com.au/2019finalists/

To find out more... checkout Verity's presentation at the 2019 Legal Tech Fest on redsigning contracts for readability, usability, and trust
https://www.checklistlegal.com/legaltechfest

Published in: Business
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A clearer deal for Telstra dealers: Finalist in 2019 Clear Communication Awards

  1. 1. A clearer deal for Telstra Dealers: A new, user-centred channel partner agreement July 2019
  2. 2. 2 We were inspired to try… visual elements
  3. 3. • • • • • • •
  4. 4. 4 ✓ Use hi-res current logo, correct proportions. ✓ Align document ✓ Set the conversational tone for the document ✓ Digital first: hyperlink to online resources ✓ Sections stepped out (& clickable) ✓ Signatures up front because… ✓ 1) Science & 2) Ease of use
  5. 5. Copyright Telstra©
  6. 6. Copyright Telstra©
  7. 7. 9 ✓ Easy alphabetical sorting ✓ Easy to scan ✓ Easy to update ✓ Automation friendly ✓ Meta tag friendly ✓ Conditional logic
  8. 8. Results (so far)
  9. 9. Notices A party’s address for service is the address listed in the party details at the front of this document unless the party has notified the other parties of a new address. Notices under this Agreement must be given in writing and sent by facsimile, or post, or delivered to the address of the recipient or sent by email to the email address listed in the party details at the front of this document. A notice is deemed to be received: 1. if hand delivered, on delivery; and 2. if sent by prepaid post, three Business Days after the date of posting; and 3. if sent by facsimile when the sender’s facsimile machine prints confirmation that the number of pages in the notice have been successfully transmitted; and 4. if sent by email when the sender’s computer system generates a delivery receipt that the notice in full has been successfully transmitted to the recipient. Notices A party giving notice under this Agreement must do so in writing to the address in the Agreement Details, or such other address notified. Method of Notice When is Notice received? 🖐️ MAIL (HAND DELIVERY) Left at recipient’s address Date of delivery. 📮 MAIL (POST) Sent by post to recipient’s address 2 business days after date of posting if sent by registered post, 4 days if sent otherwise. 📧 EMAIL Sent to recipient’s email address If sender’s email system does not receive a delivery failure notification, the date the email is sent.
  10. 10. Telstra Company X Company Y Company Z Contract name Telstra Agreement X Agreement Y Agreement Z Agreement Word Count 20,124 5,927 6,934 18,344 Pages 46 13 10 47 Words per sentence 25.9 28.5 33.2 26.6 Av reading time (200 wpm) 1 hour 40 mins 29 mins 34 mins 1 hours 30 mins Passive Sentences 18% 11% 20% 11% Readability Grade Level 14.6 15.7 16.9 15.7 Difficult to find like for like comparisons due to tightly held documents. Company Z seems to be the best comparison in terms of size and complexity.
  11. 11. Telstra Company X Company Y Company Z Contract name Telstra Agreement X Agreement Y Agreement Z Agreement Word Count 14,972 5,927 6,934 18,344 Pages 29 13 10 47 Words per sentence 19.4 28.5 33.2 26.6 Av reading time (200 wpm) 1 hour 15 mins 29 mins 34 mins 1 hours 30 mins Passive Sentences 13% 11% 20% 11% Readability Grade Level 11.5 15.7 16.9 15.7 Difficult to find like for like comparisons due to tightly held documents. Company Z seems to be the best comparison in terms of size and complexity.
  12. 12. Before After Word Count 20,124 14,972 Pages 46 29 Words per sentence 25.9 19.4 Reading time 1 hour 40 mins 1 hour 15 mins Passive Sentences 18% 13% Readability Grade Level 14.6 11.5 25% word reduction 37% page reduction 25% faster to read From degree to high school
  13. 13. Copyright Telstra© BEFORE Original document & all schedules AFTER Updated doc & schedules
  14. 14. ? ‘…It's long...’ ‘…It takes me so long to read and understand the content in the agreement’…: ‘…Old document… needs to be modernised…’ ‘Not realistic, we’re always ‘technically’ in breach’ “…it just feels easier…” “…so easy to read and provides more clarity than the older version…” “…there are bits to this that I really like but I still think it's a protype.... “…links are cool and they look like a tile ... Perhaps too blocky...”
  15. 15. Embedding the change: Gamification of training on new channel partner agreement
  16. 16. • • • •
  17. 17. Where next?
  18. 18. http://e tc.ch/5 dbw http://etc.ch/5dbw 22 Challenges  Confidential, internal document.  Testing the test, getting the test right  Changing organisation  Testing both before and after = long time  New re-design project kicked off!  Diverse group of lawyers, clients, stakeholders Methodology ✓ Diverse group of lawyers, clients, stakeholders over four market segments (Consumer, Small Business, Enterprise, & International) ▪ Four internal legal teams, four internal business clients, four groups of external stakeholders (plus a licensee association) ▪ Lots of feedback…. Lots! ✓ Testing the document, not you. ✓ Online or paper based, lawyers and non-lawyers Research is still underway...
  19. 19. 23 Impressions & likability ✓ First impression ✓ Impression after completing tasks ✓ General feedback and comments Task completion – accuracy & speed ✓ Is this document signed? ✓ How long is this document active? ✓ Are payments made? ✓ How could you end this relationship? Perceptions of fulfilling contract purposes ✓ Records of rights and obligations ✓ Supports business relationship ✓ Gives operational guidance ✓ Brand and corporate values User experience ✓ Non-submitted comments ✓ How users use contracts
  20. 20. Thank you

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