The Department for Business, Energy and Industrial Strategy (BEIS) has issued new guidance to businesses on how to help their customers better understand their contractual terms and privacy policies.

The guidance consists of three documents:

  • Evidence based actions for businesses;
  • A literature review; and
  • A technical report.

The evidence based actions guide for businesses focuses on “How” to better present information to the consumer and not on “What” this information should be. It states that effective presentation techniques include:

  • Displaying key terms as frequently asked questions;
  • Using icons to illustrate key terms;
  • Showing customers your terms within a scrollable text box instead of requiring a click to view them;
  • Providing information in short chunks at the right time; and
  • Using illustrations and comics.

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