Production En Clair

Simplified Debit Card Agreement

Our client: Desjardins

How to better inform and protect your members through easy-to-understand language and clear, prominent key messages!

Prices ClearMarks recognize the best in plain language communications (in English, French, and Spanish) across North America.

Our Mission

Simplify the Desjardins debit card agreement, including the card application form, to make it clearer, more user-friendly, and easier to read—and better suited for digital reading!

Objectives of the simplification project:

  • Enable readers to quickly scan and grasp the key takeaways

  • Prevent fraud by providing clearer and more visible information on the security measures to be taken

  • Improve the clarity and user-friendliness of the content while maintaining legal accuracy

  • Ensure consistency in terminology and graphic design

This agreement explains, among other things, how the debit card can be used, the 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 with regard to the protection of personal information and in the event of loss, theft, or fraud.

  • Step 1: Analyze the contract and its context of use

    Q&A sessions with representatives from Desjardins’ payment solutions division, the legal team, and the compliance team.

    Objective: To gain a better understanding of the context in which this contract is used, recurring issues, and operational and legal constraints.

  • Step 2: Understanding Desjardins Representatives and Members

    Interviews with front-line staff (employees who support advisors or customer service representatives) and fraud prevention experts.

    Objective: To understand how they use and interpret the contract, their level of motivation and understanding, and any misunderstandings or conflicts experienced by the members.

    Data collected: The interviews allowed us to identify problems related to information overload and a lack of understanding of key concepts.

  • Step 3: Rewrite in plain language and test with members

    Writing and data visualization. Three draft versions interspersed with multi-stakeholder feedback workshops.

    User tests conducted on a sample of 560 members using Version 2 of the simplified contract

    • These tests allowed us to optimize certain aspects of our outreach efforts and confirm our choice of key messages.

    • They also revealed that the liability limitations were still poorly understood and needed to be revised.

Results

  • Significant increase in motivation to read the document

  • The tone was generally considered clear, reassuring, and professional, but more work was needed on the disclaimers.

  • The document was perceived as useful, clear, easy to use, and visually appealing. It should be noted that, despite the illustrations and user-friendly design, the members had no doubt that the document was a legally binding contract.

  • A 30% increase in understanding of key obligations related to fraud prevention, compared to the previous version of the Terms of Use.

  • A better understanding of the consequences of lending your access card and sharing your PIN 

  • A good understanding of the limitations of contactless cards 

  • The perception that the Desjardins brand has its members' best interests at heart—and not just its own.

Where should I start?

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