What was the methodology to put this in place? And who were the stakeholders?
Novation provided the first draft. We interrogated the brief, analysed their content, and asked all of our questions – including how the document would support their business processes, how it fits into their communication and client onboarding strategies, how they would use it, and how it would interact with other documents like their invoices and proposals.
We brainstormed some ideas, including having a manifesto instead of a service agreement, but in the end, the service agreement won.
We rearranged the content so that the boilerplate clauses (those standard legal clauses that you find in most contracts) are at the end, and the key terms and variables upfront. In addition, we created the swim lane visual, simplified the language and added humour – a key ingredient of the Novation vibe.
We decided to use a field-testing methodology to measure the success of the document. Basically, that means we set the document free and observed it in the wild to see if it could fend for itself. And it did!
What was the impact, the results of the project?
Our clients provided spontaneous feedback:
- I think I fell in love with this agreement and the way it’s written.
- I am thoroughly enjoying your innovative way of simplifying law jargon and presenting your documents in an attractive format. So I am reading everything, even the footers, to learn from you guys 😊.
- Please e-meet my colleague […], our Legal and Commercial Manager in our Operations business. Her ears perked up when she heard we were going to be working with you on the POPIA compliance. After seeing your agreement and how clear and straightforward (and fun!) it was, she would like to chat to you about part of her work that she would like to review and improve, possibly with your help.
- I just read your engagement letter. By far the most brilliant agreement that I’ve ever dealt with. It made my day!
We have met our goal! The Service Agreement has turned into a marketing tool, and clients send Novation more work because of how excited they are by the agreement!