Credit Agricole received a certificate for plain language in mobile app
The language used in the CA24 Mobile application is simple and user-friendly, the Centre for Simple Polish of the University of Wrocław has recognized and confirmed this with a certificate. This is further confirmation that Credit Agricole Bank communicates with its customers in a clear and understandable way.
Experts from the Centre for Simple Polish analyzed more than 53,000 words and 2,000 screens of the CA24 Mobile application. They recognized that all the messages and content used by the bank are written in simple language and the average user should have no problem understanding them.
– Banking mobile apps are a big challenge in terms of language. They are usually created in stages, their content is edited by various teams, and in addition to simple messages, serious legal notes must be included. All this makes the language of a typical application inconsistent – explains dr hab. Tomasz Piekot, a linguist from the University of Wrocław. – When revising the language of the Credit Agricole application, we wanted to make sure that each screen would be accessible and adapted to the capabilities of the busy user. So we gave up sampling. We examined the entire application, which – in book form – would be about 180 pages long! With this approach, we are assured: the bank in the CA24 Mobile application uses a natural style, perceptually appealing and easy to read. This is the modern Polish mobilization.
Credit Agricole Bank has been applying the principles of plain language in its communications with customers for several years. It was the first bank in Poland to receive a Simple Language Certificate for the content of its bank account agreement and terms and conditions, as well as for the content of its account limit agreement.
– This approach allows us to build partnerships with our customers. When both sides understand each other, trust is easier to come by. Giving up specialized terms or annotations in small print is a seemingly small procedure, but one that has a huge effect. This is an expression of an empathetic approach, understanding of needs and sensitivity in such a sensitive matter as finance – says Agnieszka Gorzkowicz of the Corporate Communications Office, one of the co-authors of the content in the CA24 Mobile application. – Simple language makes banking more accessible to everyone. Customers are not afraid to ask questions and understand what the contracts entail. This makes them feel safe and know that they are being treated fairly – he adds.
It is worth noting that simple language is used by the bank not only in the content of documents or in the application. The institution also uses it for more direct communication with customers.
– The bots we use for customer service can process and understand natural language. This means that instead of using complicated terms, they use the same phrases as customers – for example, “account” instead of “bank account.” I am convinced that this direction is the future of technology development – believes Agnieszka Gorzkowicz.
