Salvos IDEAS Crowd

Animating our Privacy Notice

by Anna Colthorpe | Sep 16, 2019 | in Archived Ideas
Archived
Open Ideas/S2 - Dec19-Jan20

Have you ever been overwhelmed by all the words on a document you didn't understand?

This is exactly how our clients feel when they come in to see one of our financial counsellor’s and are asked to sign a terms of service and privacy notice.

Moneycare is one of our Tier 1 Mission departments where we serve over 1000's of clients a year. We’ve seen great success in seeing people overcome financial hardship where clients have reported after seeing a financial counsellor they are significantly less stressed. This is great! But the initial appointment for a client is often tainted with nerves, fully occupied cognitive capacity for the client and overwhelming feelings of worry and doubt with their current financial situation. The last thing they have head space for is to decipher and comprehend multiple words on our privacy notice.

We know that our privacy and information sheet is vital for our service, however can we present this in a way that is easier for the community member?

The University of Western Australia is a world leader in this and is in a position to undertake this research and help us find out. They will support us in animating our privacy notice and test it to see what impact it makes.

As we know a signature has power and we want our clients to feel empowered and for them to know exactly what they’re signing before engaging with TSA Moneycare. We want support them as soon as they step foot in our office and can do so by taking the heavy cognitive load off with how we present our terms of service privacy notice.

This would make us the first in this sector.  It's putting community members first, it's innovative, leading edge and has already been signed off by the appropriate authorities. WE just need a little bit of money to make this happen, $20k in fact.  Do hope you see this as a worthy use of funds.

What department are you from?

Moneycare

Who is your target market?

All clients engaging with Moneycare

edited on Sep 17, 2019 by Anna Colthorpe
Anna Colthorpe

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Neri Morris Sep 17, 2019

Great idea Anna!

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Karizza Javier Sep 17, 2019

Hi Anna, just wondered what you mean by animating the privacy notice?

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Anna Colthorpe Sep 17, 2019

HI Karizza
Great Question! Our current TSA Moneycare Privacy Notice is currently two pages of size 11 font. To animate it, we will work with a team from the University of Western Australia which includes a solicitor, graphic designer, behavioural researchers and other research fellows to turn the documents we have now into what we know as comic strips. This will alter the document from being wordy, to include pictures, graphics and visuals to enhance understanding, simplify what we have and reduce cognitive load. If you want more information about what has been done before, check out this website!
https://www.aurecongroup.com/about/latest-new...oyment-contract

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Karizza Javier Sep 18, 2019

Thanks Anna, it looks like an exciting project. I'm interested to see how this works in practice.

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Tony Devlin Sep 17, 2019

Excellent creative but practical idea that will relive stress and anxiety and allow quality casework to happen!

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karen lynch Sep 17, 2019

Log in was a bit of a hassle. This looks like such a worthwhile project. I cant wait to see this funded.

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Neil Gilford Sep 17, 2019

Great idea, would like to see it in action.

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Denise Lynn Sep 17, 2019

Excellent idea Anna

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Nina Franceschi Sep 17, 2019

Struggled with the login, however, great idea Anna and team!

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Nina Franceschi Sep 17, 2019

Great idea Anna and team! Struggled with the registration and accessing this link :(

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Anna Colthorpe Sep 23, 2019

Sorry about the struggle with the registration Nina, but grateful for your vote!

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Sandy Avis Sep 18, 2019

Hi Anna, Is there a sample or is that what the funding would do?

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Anna Colthorpe Sep 23, 2019

Hi Sandy, unfortunately no sample to show - however an idea of what one would be like using link in description. The funding will go towards making an animation we can use straight away, after it has gone through pilot studies. The project will essentially be a research project where success will be determined using data and feedback from its use!

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Kristen Hartnett Sep 23, 2019

This is really innovative & quite radical. If this project is successful could other Salvo experessions use it?

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Anna Colthorpe Oct 15, 2019

I hope it's the beginning and becomes a ripple effect for the rest of the Salvos, Kristen!

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Julian Sleigh Sep 30, 2019

Another great idea from Anna!

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Claire Clifton Oct 7, 2019

Valuable and important.

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Tamara Pilgrim Oct 21, 2019

This is a good idea to help people be informed and empowered that could perhaps be extended to privacy notices for other salvos services (eg Doorways)?

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Anna Colthorpe Nov 10, 2019

We very much hope we can extend this to more Moneycare, Tamara!

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Karen Wright-Kay Oct 28, 2019

I really like this idea. Would be helpful when client's are so stressed.

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Deirdre Windolf Nov 4, 2019

Great thinking and writing Anna, so thank you! Perhaps some of the other training materials, such as the 'you are the boss' support materials may also be enhanced with the message simplifying (and lightening) technique.

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Fran Everitt Nov 11, 2019

Such a great idea that could extend to other services! Thanks Anna

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Dawn Wallace Nov 11, 2019

Sounds like a great idea :-)

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Kim Abel Nov 15, 2019

Great idea!

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Neri Morris 11 months ago

Status labels added: Archived, Open Ideas/S2 - Dec19-Jan20

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