The Solicitors Regulations Authority was getting 3,600 calls every two months regarding a popup explaining what 'Opt into bulk renewal'. The text was in a popup and was written in a hard-to-understand way. Even for solicitors, hence the number of calls to the contact centre.

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Reduce the number of calls to the call centre so there didn't need so many call centre people.

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We reworded the sentence to make it clear what it means to the users. We did user testing to validate if the target audience understood the wording. The results showed 100% of users within the user testing sessions understood what the wording meant. After launch, there was a drop of 86% of calls regarding this matter.

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