Problem?
Nobody reads Terms & Conditions. And, to be fair, most aren't written to be read.
NAB wanted to make its transaction and savings account T&Cs easier to understand without sacrificing legal accuracy or compliance. Yep, the whole thing.
Solution?
Read them. Then rewrite them. Every line was reworked to be simpler, clearer and easier to navigate. Dense legalese became clear, human, on-brand language.
Result?
The new T&Cs were around half the size, delivered an improved NPS score from customers, and set a new internal benchmark for accessible legal content.
Case study