Crafting a Stakeholder Engagement and Decision Matrix to Understand the Effort and Value of Different Terms and Conditions Components in Hero Banners, Enhancing Business and Customer Impact for a Potential New Solution.

The current terms and conditions in our hero banners occupy significant space, complicating the design and messaging of primary content. The existing component is outdated, and updating it could improve user experience, enhance business efficiency, and provide a better overall experience for customers, making the design process more effective.

Situation

Terms and conditions complicate design and copywriting for marketing hero banners due to differing needs from legal, designers, and customers. The challenge lies in balancing compliance, clarity, and fairness while developing a new solution that meets all requirements, ensuring we address stakeholder needs and provide a positive customer experience.

Complication

We researched legal requirements to ensure terms and conditions are compliant, gathered customer insights on their engagement, and consulted copywriters and content authors to understand how the current component impacts their work. This comprehensive approach helped us identify areas for improvement and design a better, more efficient solution.

Resolution

Legal, business and customer requirements for our Term’s and conditions on our website, along with solutions and a decision matrix to determine delivery capability.