Simple Terms Digital Solution
Overview
The purpose of this project was to investigate why users consistently skip reading terms and conditions. The research confirmed a significant user problem: people feel overwhelmed by the complexity, length, and legal jargon of these documents. This often leads to users unknowingly agreeing to terms that may have privacy risks or financial complications.
The solution, SimpleTerms, is a proposed mobile and desktop application that provides users with clear, plain-language summaries of legal agreements. Our research validates the need for a tool that empowers users to make informed decisions with confidence.
My Role: UX Researcher & Designer
The Problem
Industry data reveals that the vast majority of adults rarely or never read privacy policies. This widespread behavior is driven by the sheer length and complexity of the documents. Consumers are at risk when they agree to terms they don’t understand, leading to a feeling of helplessness and disengagement. The central question guiding our study was: "Why do consumers overlook terms and conditions agreements, and what are the potential consequences?".
Research & Discovery
We employed a mixed-methods research approach to gather both qualitative and quantitative insights from participants who regularly engage with digital services.
Research Methods
Field Study (Contextual Inquiry): We observed participants interacting with real-world terms and conditions to understand their natural behavior. This provided rich qualitative data on their frustrations and decision-making processes.
Interviews: We conducted one-on-one interviews to delve deeper into participants' motivations and pain points, uncovering key themes like "lack of choice" and "fatigue". This method also highlighted the importance of trust and the desire for second opinions.
Online Survey: We used a survey to gather quantitative data from 44 valid responses, confirming user behaviors and attitudes on a broader scale. The survey provided insights into engagement rates and which features users would most value in a solution.
Key Findings
Our research confirmed that length, complexity, and legal jargon are the primary barriers to user engagement with terms and conditions.
Avoidance & Disengagement: The survey showed that 40.9% of participants rarely or never read terms, and another 38.6% only skim them. Users feel all terms are uniform and that they have no choice but to accept them.
Complexity: Users are frustrated by lengthy documents and a lack of clear explanations. Key sections on privacy and data usage were identified as particularly confusing.
Trust is a Key Motivator: Participants are more likely to engage with terms for services they perceive as high-risk, such as banking or healthcare. When considering a solution, they stated that accuracy in summarizing legal terms and clear statements about data privacy were the most important features for building trust.
Desire for a Simplified Solution: Users expressed a strong desire for a tool that provides clear, plain-language summaries with bullet points and visual aids. They also showed a preference for solutions that integrate seamlessly with their daily digital interactions, such as a browser extension
The Proposed Solution: SimpleTerms
Based on our research, SimpleTerms is designed to bridge the gap between complex legal documents and user comprehension.
Key Features:
Plain-Language Summaries: Concise, easy-to-understand breakdowns of legal agreements.
Visual Aids: Icons and infographics to highlight critical clauses related to privacy and data usage.
Interactive Elements: Expandable sections for users who want to dive deeper into specific clauses.
Seamless Integration: A clickable icon appears whenever terms and conditions are present, providing a real-time summary
Next Steps
This research has demonstrated a clear need for a solution like SimpleTerms. Our findings provide a strong foundation for its development.
The next steps for this project would involve:
A/B Testing: Comparing the effectiveness of full-length versus simplified agreements.
Usability Testing: Evaluating the interactive features of SimpleTerms prototypes to ensure they are intuitive.
Eye-Tracking Studies: Analyzing how users interact with simplified formats.
Ultimately, SimpleTerms aims to transform a frustrating and risky experience into one of confidence and informed decision-making.