A Simplification Project Carried Out with Desjardins Wins an Award
The simplification of the terms of use for the debit card was recognized at the 2024 ClearMark Awards, which annually honor the best plain-language communications.
Awards that recognize simplicity? They really do exist!
The ClearMark Awards, which are essentially the Grammys of plain language, recognize the best communications from government agencies, nonprofit organizations, and private companies in North America each year. These awards were recently presented at a ceremony held in Washington, D.C.
We are proud to have been named, along with Desjardins, as winners in the “Legal Document” category for the project to simplify the terms of use for the Desjardins debit card. We were finalists alongside the U.S. bank Wells Fargo for simplifying the terms of use for their credit card, proof that legal design initiatives in the financial industry are on the rise worldwide among major players.
This award is presented by the Center for Plain Language, a nonprofit organization that played a key role in advocating for the passage in 2010 of the “Plain Writing Act” under the Barack Obama administration—a U.S. law aimed at improving citizens’ access to government information and services by ensuring that government communications are written in clear language.
A major legal design project that demonstrates that simplicity is possible in the Canadian financial industry
The Desjardins Debit Card Terms of Use constitute a binding contract between the member and Desjardins. They explain, among other things, how the card may be used, payment and withdrawal limits, the cost and process of international payments, as well as the legal rights and obligations of Desjardins and its members—particularly regarding the protection of personal information and in the event of loss, theft, or fraud.
For this project, we worked closely with Desjardins to design a contract that combines legal rigor, clarity, and user-friendliness.
Among the major changes: rather than beginning with a list of legal definitions, the contract highlights key messages designed to clearly inform members about the steps they should take to prevent fraud and theft. Engaging visuals have also been added, bringing a concrete dimension to messages that are often abstract. So no more legal jargon and structure that only experts can understand!
The ClearMark Awards jury praised the exceptional clarity and ease of use of the new terms of service, the imaginative, practical, and informative graphics, and the commitment demonstrated to meeting consumer needs by incorporating user testing into our work methodology.
The results are in
Following a series of tests conducted with user groups, we observed a 30% increase in understanding of the main key concepts. This is a huge step forward, especially given the challenges related to financial literacy among the general population, which continue to hinder the full potential for understanding.
This project clearly demonstrates that it is possible to create contracts that are clear, user-friendly, and legally sound by breaking down silos and working closely with the legal, compliance, operations, and marketing teams. We admire Desjardins’ vision and proactive approach to creating clear, simple, and accessible contracts. For us, this is proof that we can combine legal rigor with creativity to make the law more accessible to everyone and to achieve greater organizational efficiency.
We would therefore like to extend our heartfelt thanks to the ClearMark Awards for their recognition, as well as to Desjardins for their trust!