Another email message announcing changes in terms and conditions showed up in your inbox this morning.
Who reads them?
Me.
At times it can seem like finding a needle in a haystack, but I’m one of those people who wants to know what the changes are.
Sadly, the norm is often directing people to a long terms and conditions page, with minimal structure and wording that is hard to understand.
I’m also curious how the organization approaches the user experience of presenting the changes to users.
Which is why I like to highlight organizations who do terms and conditions updates well.
Like PayPal and their legal agreement update.
And why I’m highlighting Best Buy today and giving them a UX win for their terms and conditions notification.
My Best Buy Terms and Conditions Update
The Best Buy email message got right to the point: informing me of changes in their terms and conditions in a short email message.
What I liked about their message was:
- Only five short paragraphs
- Three changes were highlighted in their own paragraph
- Plain language explained the changes
- When the changes would take place
- Summary paragraph provided contact information for asking questions
I didn’t have to visit a web page to learn about the changes.
Or wade through legal jargon on their website.
What Could Be Improved
I found two items I would change in the Best Buy email message.
First, use a bulleted/numbered list to highlight the three changes in the email message:
- Consolidating tiers
- How points are displayed
- How rewards are earned
Second, add additional contact options.
Whether it’s a link to online chat or the customer support email address. Not everyone wants to make a phone call.
Always provide more than one way to contact an organization.
Summary
Best Buy designed an effective and easy-to-understand email message highlighting the changes in their My Best Buy program.
As a customer, I’m glad I don’t need to visit another page to learn about the changes.
Like PayPal did in their legal agreement update, Best Buy provided one single point of reference about the changes, when the changes take place, and where to ask questions or concerns.
This is the second time I’ve highlighted a UX win at Best Buy. Kudos to the design team!
Congrats, Best Buy on your UX win.
