Zing Privacy Policy and T&Cs

The UK Consumer duty requires policies and T&Cs to be written in transparent, plain and intelligible language to place a consumer in the position where they can make an informed choice. For Gen Z and millennials, the ability to make an informed choice rested almost entirely on their ability for focus on the dense content while being bombarded with notifications and other digital interactions.. Many also identify as ADHD or neurodiverse. They tend not to read legal documents believing they are written by lawyers for lawyers to protect the company at the consumers cost.

This challenge gave us the unique opportunity to focus on Gen Z and Millennials. This meant: • digital first design (similar to website or app) for ease of navigation via linked buttons (nav pane) to permit non-linear reading; • increased structure signalling to facilitate solution finding rather than reading the entire document; • increasing visual stimulus for focus and memory retention (e.g, more visual enhancements as they are somewhat immune to standard imagery); • increased visual communication (e.g. social media style visuals and diagrammatic explainers); and • building trust through simplicity of content and inclusion of education explainers (addressing misinformation).

In sum, the redesigned document has performed well with notable results as follows: • Reduced Flesch Kincaid Grade from Grade 10.5 (54% reach) to Grade 6.9 (90% reach). • 400% increase in consumer comprehension of the customer’s responsibilities in keeping their account safe. • 133% increase in participant comprehension of exchange rates. • 60% increase in participant comprehension of ‘sweeping’. • 67% increase in participant comprehension of the services provided by Zing. • 34 second decrease in the time taken to identify exchange rates. • 28 second decrease in time taken to identify how to keep their account safe.

We conducted early qualitative research to better understand the information consumption habits of Gen Z and Millennials. We used this data to inform our prototypes. These generations don’t see PDFs as online paper documents – they simply view it as online content. They desired similar interactions to websites. We rewrote all content and worked with the business and legal teams at Zing to ensure legal requirements were fulfilled. We then conducted impact testing which is our process for determining if a document is fit for purpose. This testing demonstrated significant improvements. Consumer feedback included: • “I’ve never seen a Policy & T+Cs like this! It’s easier to move around. You don’t have to look as hard for bits of information. It feels like it was written for me.” • “I like the pictures and big headings. I can find what I’m looking for quickly. The examples are really helpful. Zing really took to time to write something for me rather than just protect themselves at all costs.” • “This speaks to me. I love it – love the images and the colour. It just works for my brain.”