WESTPAC

Making terms easy

STRATEGY | CRAFT

THE JOB

How do we make Westpac’s “General Terms” understandable and accessible?

OUR HUNCH

Nobody reads Ts and Cs. Mostly because they can’t really unravel what they’re reading.

SOLUTION

We re-thought structure and journey of the document, brought in simple topic headers and signposts and recrafted the jargon into Plain English with clear examples.

JOB DONE

Westpac’s General Terms now look better, sound better and make it easier for people to know what’s what before they click ‘accept’. In testing, we managed to lower the “average reading age” from an uncomfortable high of 12 to an accessible understanding of 8.

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