LEX

Stefania Passera, MIND Research GroupAalto University School of Science

Beyond the wall of text:how information designcan make contractsuser-friendly

If I say“contract” what adjectives come to your mind?

“Just by getting the structure and the headings right, we can probably solve almost all understandability issues of a contract”

“Just by getting the structure and the headings right, we can probably solve almost all understandability issues of a contract”

Order of topics& paragraphs

Clear grouping& labeling

The other issuebeing “legalese”

But is this true?Is comprehension of meaningultimately a verbal / logicalphenomenon?Does visual display of information have a unique role in supportingcomprehension?

> Humans do not read in a linear fashion

Information designers know...

> Attentional mechanisms work as filters

> Working memory capacity is limited

> Cognitive load theory 1: learning / understanding cannot happen if WM is overloaded

> Cognitive load theory 2: there are different ways to present the same content, some more “computationally efficient” than others

Human cognition

Visual cues &salience

Spatial/Logicalmapping

Meaningconstrainingof visualizations

Information designers know that...Human behavior

> Not all info is equally important

> Interest and behavior are goal-oriented

> Previous experiences affect expectations / motivation

> If people need to spend too much time / effort / emotional energy to find and understand information, they might just give up

Affordances& Signifiers

Aesthetics asa signal [‘what is beautiful is usable’]

Anticipated &effective UX

> Context & motivation affect learning

Cognitively,contextually

& emotionallysuitable for

street vendors?

Cognitively,contextually

& emotionallysuitable for

street vendors?

Cognitively,contextually

& emotionallysuitable for

civil servants?

13

JYSE 2009 SERVICES

were not known about when making the tender and that the service provider can demonstrate grounds for the price change. Accordingly the price of the service shall change from the date when the above-mentioned changes come into force. The serv-ice provider shall also have the above-mentioned right when the price is fixed.

10.7 If the price is not fixed, the service provider shall have the right during the contract period to adjust the price corresponding to the general cost trend of the service. The service provider must deliver a price adjustment notification in writing at least two (2) months before the price adjustment comes into force. The service provider must present to the customer an appropriate explanation of the cost trend and the reasons for the price adjustment. If no unanimity is reached on the price adjustment, the cus-tomer shall have the right to give notice of terminating the contract from the time that the price adjustment comes into force. The giving of notice must be made in writing before the new prices come into force. If the customer does not give notice of termi-nating the contract, the contract shall continue using the new prices notified by the service provider or other prices agreed together by the contracting partners in price adjustment negotiations.

10.8 If the price is not fixed, the customer shall have the right during the contract period to propose a price adjustment corresponding to the general cost trend of the supplies. If no unanimity is reached on the price adjustment and the customer considers that it cannot continue the contract under the prevailing prices, the customer shall have the right to terminate the contract with a notice period of two (2) months. Notice of termination must be made in writing. If the customer does not give notice of termi-nating the contract, the contract shall continue using the prices prevailing before the price adjustment proposal or using other prices agreed together by the contracting partners in price adjustment negotiations after the price adjustment proposal.

10.9 If not otherwise agreed, the contracting parties may propose price adjustments in the ways described in Paragraphs 10.7 and 10.8 at the earliest twelve (12) months after the contract came into force and at intervals of not less than twelve (12) months.

10.10 In the event of the customer giving notice of terminating the contract on the grounds presented in this section, the service provider shall be obliged if the customer so wishes to deliver the supplies at the prevailing prices, if the notice of termination has been made on the basis of Paragraph 10.8, or according to the prices notified by the service provider in the price adjustment notification, if the notice of termination has been made on the basis of Paragraph 10.7, until the time notified by the customer, however at most six (6) months from the ending of the contract.

11 Terms of payment

11.1 Payments shall be paid against an invoice. If not otherwise agreed, the invoice shall be due for payment twenty-one (21) days from the arrival of an acceptable invoice.

GENERAL TERMS OF THE TENANCY AGREEMENT 01.01.2014

Helsingin seudun opiskelija-asuntosäätiö, kotipaikka Helsinki ja Y-tunnus 0116514-9 Helsingin yliopisto Vuolukiventie, kotipaikka Helsinki, Y-tunnus 0246242-8 Helsingin yliopiston ylioppilaskunta, kotipaikka Helsinki, Y-tunnus 0199976-8 Kt Oy Juus-Fastighets Ab, kotipaikka Kauniainen, Y-tunnus 0823393-3

1. Premise The Foundation’s student apartments are meant for full-time students during the period in which they are studying in institutions of higher learning in the Helsinki, Vantaa, Espoo and Kauniainen regions. HYY-Student-Housing is meant for full-time students who are members of the HYY (i.e. the Students’ Union of the Helsinki University). These agreement terms also concern the real estate companies owned together by the foundation and the municipality, and apartments whose Lessor is the Helsinki University. In addition to the terms of this agreement, tenants are subject to the law concerning rental apartments (AHVL 481/95), the rules and regulations of the housing company, the instructions and regulations given in resident notifications, the residence Guide, Tenant Charge Sheet, the Tenant Responsibility Chart, and other instructions and regulations that are currently in effect and available on the HOAS website, as well as the law (1190/93) concerning the use, relinquishing and buying of State subsidised low-income rental apartments and housing projects. 2. Tenancy period The tenancy agreement is for a fixed period or subject to notification. Only full-time students are allowed to sign tenancy agreements that are subject to notification or, in cases where the co-operation company is concerned, the Tenant of the housing department of the municipality according to the principles decided upon by the Board of Directors of the company. A fixed period tenancy agreement ends when the period is completed, unless there is an occurrence contingent on points 16 or 17 below. An agreement made for less than 6 months or a fixed-term-agreement in international exchange student housing quota cannot be terminated by giving notice. Agreements that are subject to notification end upon giving notice, upon cancellation or termination, or by mutual agreement. The Tenant is committed to handing over the apartment to the Lessor for the duration of summer months 1.6.-31.8. to be used as a summer hostel or other such activity. 3. Deposit When leasing an apartment the Tenant will pay a deposit to the Lessor. The deposit will be returned to the payer of the deposit within one month after the termination of the tenancy only if the Tenant has returned the keys to the apartment, the apartment is in a clean and normal condition and there are no outstanding payments nor any other outstanding obligations. The Lessor may use the deposit for settlement of any outstanding payments mentioned above without consulting the Tenant. Returned deposit does not absolve the tenant from the general terms of the tenancy agreement. During the tenancy period the Tenant does not have the right to request that the deposit be used to cover the cost of rent. The Tenant will not receive interest on the deposit. 4. Move-in day The Tenant is entitled to take possession of the apartment at the beginning of the tenancy period. However, if the tenancy period starts on a weekend or on a national holiday, the possession right begins the next weekday. The Tenant’s liability to pay rent comes into effect the day the tenancy period starts as stated in the tenancy agreement. At the termination of the tenancy, the apartment must be vacated by the last day of the tenancy agreement. 5. Keys The Tenant gets the keys at the beginning of the tenancy period. The keys are for the use of the tenant only, and they are to be handled with care and responsibility.Tenant must notify the Lessor immediately, if a key is lost or damaged. If a key is lost, the Tenant will be responsible for the costs (inc.rekeying costs). Making copies of the keys is prohibited. The Tenant is responsible for collecting and returning the keys to the Lessor in a manner stated by the Lessor. Any neglect concerning the keys will be charged from the tenant according to the valid resident price sheet. A security lock may only be installed with the Lessor’s permission, at the Tenant’s own expense. The Tenant commits to providing the Lessor with a key to the security lock. When moving out, the said lock must be left as installed and all keys handed over to the Lessor without charges. 6. Handing over the apartment to another person The Tenant living in student housing may not, without the permission of the Lessor, hand over the apartment or part of it, or have persons living there who are not covered by the tenancy agreement, or transfer the tenancy agreement. The Lessor requires that the apartment be used for student housing (AHVL 17, 18, 44 and 45§). 7. The Tenant’s responsibilities during occupancy The Tenant is responsible for giving written notification to the Lessor concerning details of moving in or out or when vacating the apartment for a longer period of time, for more than one month. The Tenant is also responsible for notifying the Lessor of any changes concerning the identity or number of people living in the apartment during occupancy. The Tenant is responsible for cleaning, taking care of and carefully maintaining the apartment and equipment therein, the courtyard or terrace area immediately attached to it and to follow the instructions given by the Lessor. The Tenant is responsible for buying, installing, and maintaining a fire alarm. The Tenant is not responsible for the normal wear and tear of the apartment, but the Tenant is required to compensate for any damage caused by him/herself. The Tenant is adviced to take a comprehensive home insurance. In the beginning of tenancy any complaints concerning the condition of the apartment must be made directly to the Lessor, in the way the Lessor has specified, within two weeks of receiving the keys. You must notify the Lessor directly immediately after moving in if there are any complaints concerning the way the apartment was cleaned. The Tenant must notify the Lessor or a representative of the Lessor of any defects in the condition of the apartment within two weeks of moving in, and defects in the final cleaning immediately when moving in. During the period of occupancy the Tenant is also required to immediately inform the Lessor of any damage or defects occurring in the apartment.The Tenant must notify the Lessor of any damage or defects that the Lessor is responsible for repairing. The notification must be done immediately when the damage/defect is running the risk of getting worse if not fixed right away. A Tenant who does not notify the Lessor, will be held responsible for the resulting damage. The tenant is required to inform the Lessor immediately if he/she finds bugs, pests etc. so that the Lessor can take action and start the prevention. The Lessor reserves a right to carry out prevention acts without a separate advance notification if necessary. A room in a shared apartment is meant for one person (the Tenant). It is forbidden to house any person not included in the tenancy agreement. Smoking is forbidden in shared apartments and in all apartments with tenancy agreements commencing after May 31st 2010, as well as in hallways, staircases and other common areas. If the tenant smokes regardless of the rules, any costs resulting from the cleaning, ozonization, painting etc. of the apartment will be charged to the tenant.No pets are allowed in shared apartments and HYY-apartments. The Tenant is responsible for cleaning the apartment during tenancy, and for the final cleaning of the apartment at the termination of tenancy. When tenant changes the apartment is checked, which may cause charges if the responsibilities/cleaning request have not been carried out. The lessor has the right to have the apartment cleaned or repaired at the Tenants expense if necessary. All tenants are jointly responsible for the condition of the common areas of shared apartments. The amount of compensation that the tenant has to pay for damage is determined by the Tenant Charge Sheet and the Tenant Responsibility Chart that are in effect at the time. These documents are available on the Hoas website. However, the tenant is always responsible for the full cost of repairing the damage, even where it exceeds the charges in the aforementioned documents, or in the case that the particular cost/damage is not listed in the documents.

8. Common areas of the apartment All the Tenants in the apartment are jointly responsible and liable for the condition and upkeep of the common areas, and of the furniture and equipment in them. The Tenant is responsible for informing the Lessor or representative of the Lessor of any changes in the condition of these areas and the equipment. 9. HOASnet If the apartment is connected to HOASnet, the Tenant, by signing the tenancy agreement, acknowledges and agrees to the terms of delivery. Hoas is not responsible for the possible short disconnections in the Internet service. Berliininkatu 5, Brysselinkatu 3, Rörstrandinkatu 3 have been connected to Arabianranta local network, the Tenant acknowledges and agrees to the terms of delivery. The same principles are in effect also in the Trinet network of Otaverkko Oy. Using the previously mentioned services is voluntary, but not using them does not entitle to reconsideration of the rent. 10. Compensation For such time as the apartment cannot be occupied, or is not in the required or agreed upon condition, and the Tenant has fullfilled his responsibility to notify the Lessor as stated on point 7, the Tenant has the right to apply for compensation. A written notification of the matter must be made immediately, after which compensation can be agreed upon. The Tenant may apply for compensation for the amount of rent or immediate expenses that is equivalent to the time period and amount of the inconvenience caused by the defect (AHVL 23 § 2 mom.). Compensation is paid under the condition that the damage or defect can be determined to be the fault of the Lessor through neglect or other carelessness (AHVL 23 § 3 mom.). Any outstanding payments to the Lessor may be subtracted from the compensation to the Tenant. The Lessor and the property owners have the right to carry out general repairs in the building and in the tenant’s apartment during the tenancy, without the tenant being compensated for the time of repairs. The companies that supply heat, water, electricity, telecommunication and Internet services are solely responsible for the operation of these services in accordance with their general delivery terms, regardless of whether the costs of these services are included in the rent or paid for separately. HOAS is liable only for damages caused by its own negligence. 11. The Lessor’s right to enter the apartment To lease and supervise the condition and upkeep of the apartment the Tenant must allow a representative of the Lessor to enter the apartment without delay as soon as convenient. Should need be or in cases that need immediate acts, a representative of the Lessor has the right to inspect an apartment without the Tenant’s consent. Hoas inspects all apartments at the termination of the tenancy. An apartment inspection may include two inspection visits, the first of which is a preliminary check that is carried out while the current tenant is still living in the apartment. There may be a second check after the tenant has moved out and the new tenant has just signed a tenancy agreement. The tenant will not be notified of either inspection and they will be carried out by using a master key. Repair work may be carried out during the inspections, or a cleaning may be scheduled as a result of the second inspection. 12. Transferring the tenancy agreement On grounds of expediency, the Lessor may, in accordance with the terms of notice, transfer the tenancy to an equivalent apartment or an equivalent part of an apartment that is under the Lessor’s authority. 13. Rent and other charges Rent is determined according to the amount that is needed, in conjunction with other earnings, to cover expenses and financing the upkeep of the apartment and related areas in accordance with good property maintenance. Rent will be adjusted in accordance with changes in the amounts listed above. The rent in different buildings and apartments may be averaged. Rent is set at monthly rates, of which the average rent per square metre for each estate is calculated. Rent will be checked annually or when necessary according to these principles even if the restrictions on State subsidised low-income rentals have ended. In addition to the rent the Tenant agrees to pay the current utility charges, for example, the charges for electricity, sauna and parking, and fees according to the Resident charge sheet. Spouses, and other parties of a joint agreement are jointly responsible for the rent and utility charges during the entire period of the tenancy agreement. 14. Notification of changes in rent and charges The Lessor will inform the Tenant of changes in rent and charges in writing before they come into effect. 15. Payment/collection Rent and other charges will be paid monthly in advance to the Lessor’s bank account, at latest the sixth day of each month. A penalty interest rate and collection fee will be added to overdue charges in accordance with the law. Tenant’s account will be referred to a collection agency at the latest when outstanding payments equal two month’s rent. 16. Termination and dissolving of the tenancy agreement When either party gives notice, the agreement will dissolve after the term of notice is over. The Tenant’s term of notice is one (1) month, which is calculated from the last day of the month in which notice is given. Cancellation of termination of tenancy agreement will be charged according to the resident price sheet in force at the time of cancellation. When the Lessor gives notice of the tenancy agreement, the term of notice is three (3) months. If the tenancy has, prior to the giving of notice, continued uninterruptedly for at least one year, the term of notice for the Lessor is six (6) months. A fixed period agreement will end without a separate notice, unless after having made an agreement such matters come to light that make the validity of the agreement unreasonable to either party. The notice of termination shall always be made with the form for notice of termination. The notice of termination for a family agreement and other joint agreements must be done by all tenancy agreement signatories. The Lessor has a right to terminate the tenancy agreement due to renovations that are scheduled for the property but primarily the Lessor tries to arrange a temporary accommodation from Hoas for the period of the renovation. The tenancy agreement can also be terminated because of, for example, unpaid rent or causing disturbance. If such is the case, the agreement may be terminated either immediately upon notice or at a later date, as stated by the person terminating the agreement. 17. Verifying the right of occupancy It is the responsibility of the Tenant to inform the Lessor of changes in the circumstances which were reported at the start of the tenancy agreement relating to the Tenant’s studies, such as the discontinuation of studies, graduating or other pertinent information. Furthermore, the Tenant is bound to supply the information about his/her right of occupancy as requested and to allow the Lessor to obtain from the educational institution information about his/her studies. Full-time studying and credit units are verified according to the valid credit unit limit in conjunction with the right of occupancy, the regulations on which are confirmed by the Board of Directors or a body authorised by it. Concerning university, art and polytechnic students the credit unit limit is specified to be 30 credits/calendar year or 60 credits/two calendar years. Giving false information or refusing to supply information can lead to the Lessor giving notice or cancelling the tenancy agreement.

Cognitively,contextually

& emotionallysuitable for

20-somethingstudents?

wall of text wall of text wall of text wall of text wall of text wall of text wall of text wall of text wall of text wall of text wall of text wall of text wall of text wall of text wall of text wall of text wall of text wall of text wall of text wall of text wall of text wall of text wall of text wall of text wall of text wall of text wall of text wall of text wall of text wall of text wall of text wall of text wall of text wall of text wall of text wall of text wall of text wall of text wall of text wall of text wall of text wall of text wall of text wall of text wall of text wall of text wall of text wall of text wall of text wall of text wall of text wall of text wall of text wall of text wall of text wall of text wall of text wall of text wall of text wall of text wall of text wall of text wall of text wall of text wall of text wall of text wall of text wall of text wall of text wall of text wall of text wall of text wall of text wall of text wall of text wall of text wall of text wall of text wall of text wall of text wall of text wall of text wall of text wall of text

wall of text wall of text wall of text wall of text wall of text wall of text wall of text wall of text wall of text wall of text wall of text wall of text wall of text wall of text wall of text wall of text wall of text wall of text wall of text wall of text wall of text wall of text wall of text wall of text wall of text wall of text wall of text wall of text wall of text wall of text wall of text wall of text wall of text wall of text wall of text wall of text wall of text wall of text wall of text wall of text wall of text wall of text wall of text wall of text wall of text wall of text wall of text wall of text wall of text wall of text wall of text wall of text wall of text wall of text wall of text wall of text wall of text wall of text wall of text wall of text wall of text wall of text wall of text wall of text wall of text wall of text wall of text wall of text wall of text wall of text wall of text wall of text wall of text wall of text wall of text wall of text wall of text wall of text wall of text wall of text wall of text wall of text wall of text wall of text

all contracts look and feel the same, even though they areaddressed to different users, with different needs & skills,and are produced by differentorganizations to regulate avariety of different transactions

Tenancy agreement experiment

ExamplesHOAS Tenancy Agreement

Hypotheses

a logically & visually restructured document will be better thana logically restructured text-only document, which will be better thana text-only, poorly structured document

1)

2)

in supportingcomprehensionaccuracy & speed

in eliciting a positive user experience

Keeping language unchanged...

Measures> Performance (answering speed & accuracy, skipped tasks) on 7 comprehension tasks about the contract content

> User experience, post-task [HED/UT questionnaire]

> Control measures: age, gender, background, English proficiency, cognitive style [OSIVQ questionnaire]

Participants> 48 university master students> From 6 european universities> 21 nationalities> At least 6 different educational background

Voss et al, 2003

Blazhenkova & Kozhenikov, 2009

Originaldocument

GENERAL TERMS OF THE TENANCY AGREEMENT 01.01.2014

Helsingin seudun opiskelija-asuntosäätiö, kotipaikka Helsinki ja Y-tunnus 0116514-9 Helsingin yliopisto Vuolukiventie, kotipaikka Helsinki, Y-tunnus 0246242-8 Helsingin yliopiston ylioppilaskunta, kotipaikka Helsinki, Y-tunnus 0199976-8 Kt Oy Juus-Fastighets Ab, kotipaikka Kauniainen, Y-tunnus 0823393-3

1. Premise The Foundation’s student apartments are meant for full-time students during the period in which they are studying in institutions of higher learning in the Helsinki, Vantaa, Espoo and Kauniainen regions. HYY-Student-Housing is meant for full-time students who are members of the HYY (i.e. the Students’ Union of the Helsinki University). These agreement terms also concern the real estate companies owned together by the foundation and the municipality, and apartments whose Lessor is the Helsinki University. In addition to the terms of this agreement, tenants are subject to the law concerning rental apartments (AHVL 481/95), the rules and regulations of the housing company, the instructions and regulations given in resident notifications, the residence Guide, Tenant Charge Sheet, the Tenant Responsibility Chart, and other instructions and regulations that are currently in effect and available on the HOAS website, as well as the law (1190/93) concerning the use, relinquishing and buying of State subsidised low-income rental apartments and housing projects. 2. Tenancy period The tenancy agreement is for a fixed period or subject to notification. Only full-time students are allowed to sign tenancy agreements that are subject to notification or, in cases where the co-operation company is concerned, the Tenant of the housing department of the municipality according to the principles decided upon by the Board of Directors of the company. A fixed period tenancy agreement ends when the period is completed, unless there is an occurrence contingent on points 16 or 17 below. An agreement made for less than 6 months or a fixed-term-agreement in international exchange student housing quota cannot be terminated by giving notice. Agreements that are subject to notification end upon giving notice, upon cancellation or termination, or by mutual agreement. The Tenant is committed to handing over the apartment to the Lessor for the duration of summer months 1.6.-31.8. to be used as a summer hostel or other such activity. 3. Deposit When leasing an apartment the Tenant will pay a deposit to the Lessor. The deposit will be returned to the payer of the deposit within one month after the termination of the tenancy only if the Tenant has returned the keys to the apartment, the apartment is in a clean and normal condition and there are no outstanding payments nor any other outstanding obligations. The Lessor may use the deposit for settlement of any outstanding payments mentioned above without consulting the Tenant. Returned deposit does not absolve the tenant from the general terms of the tenancy agreement. During the tenancy period the Tenant does not have the right to request that the deposit be used to cover the cost of rent. The Tenant will not receive interest on the deposit. 4. Move-in day The Tenant is entitled to take possession of the apartment at the beginning of the tenancy period. However, if the tenancy period starts on a weekend or on a national holiday, the possession right begins the next weekday. The Tenant’s liability to pay rent comes into effect the day the tenancy period starts as stated in the tenancy agreement. At the termination of the tenancy, the apartment must be vacated by the last day of the tenancy agreement. 5. Keys The Tenant gets the keys at the beginning of the tenancy period. The keys are for the use of the tenant only, and they are to be handled with care and responsibility.Tenant must notify the Lessor immediately, if a key is lost or damaged. If a key is lost, the Tenant will be responsible for the costs (inc.rekeying costs). Making copies of the keys is prohibited. The Tenant is responsible for collecting and returning the keys to the Lessor in a manner stated by the Lessor. Any neglect concerning the keys will be charged from the tenant according to the valid resident price sheet. A security lock may only be installed with the Lessor’s permission, at the Tenant’s own expense. The Tenant commits to providing the Lessor with a key to the security lock. When moving out, the said lock must be left as installed and all keys handed over to the Lessor without charges. 6. Handing over the apartment to another person The Tenant living in student housing may not, without the permission of the Lessor, hand over the apartment or part of it, or have persons living there who are not covered by the tenancy agreement, or transfer the tenancy agreement. The Lessor requires that the apartment be used for student housing (AHVL 17, 18, 44 and 45§). 7. The Tenant’s responsibilities during occupancy The Tenant is responsible for giving written notification to the Lessor concerning details of moving in or out or when vacating the apartment for a longer period of time, for more than one month. The Tenant is also responsible for notifying the Lessor of any changes concerning the identity or number of people living in the apartment during occupancy. The Tenant is responsible for cleaning, taking care of and carefully maintaining the apartment and equipment therein, the courtyard or terrace area immediately attached to it and to follow the instructions given by the Lessor. The Tenant is responsible for buying, installing, and maintaining a fire alarm. The Tenant is not responsible for the normal wear and tear of the apartment, but the Tenant is required to compensate for any damage caused by him/herself. The Tenant is adviced to take a comprehensive home insurance. In the beginning of tenancy any complaints concerning the condition of the apartment must be made directly to the Lessor, in the way the Lessor has specified, within two weeks of receiving the keys. You must notify the Lessor directly immediately after moving in if there are any complaints concerning the way the apartment was cleaned. The Tenant must notify the Lessor or a representative of the Lessor of any defects in the condition of the apartment within two weeks of moving in, and defects in the final cleaning immediately when moving in. During the period of occupancy the Tenant is also required to immediately inform the Lessor of any damage or defects occurring in the apartment.The Tenant must notify the Lessor of any damage or defects that the Lessor is responsible for repairing. The notification must be done immediately when the damage/defect is running the risk of getting worse if not fixed right away. A Tenant who does not notify the Lessor, will be held responsible for the resulting damage. The tenant is required to inform the Lessor immediately if he/she finds bugs, pests etc. so that the Lessor can take action and start the prevention. The Lessor reserves a right to carry out prevention acts without a separate advance notification if necessary. A room in a shared apartment is meant for one person (the Tenant). It is forbidden to house any person not included in the tenancy agreement. Smoking is forbidden in shared apartments and in all apartments with tenancy agreements commencing after May 31st 2010, as well as in hallways, staircases and other common areas. If the tenant smokes regardless of the rules, any costs resulting from the cleaning, ozonization, painting etc. of the apartment will be charged to the tenant.No pets are allowed in shared apartments and HYY-apartments. The Tenant is responsible for cleaning the apartment during tenancy, and for the final cleaning of the apartment at the termination of tenancy. When tenant changes the apartment is checked, which may cause charges if the responsibilities/cleaning request have not been carried out. The lessor has the right to have the apartment cleaned or repaired at the Tenants expense if necessary. All tenants are jointly responsible for the condition of the common areas of shared apartments. The amount of compensation that the tenant has to pay for damage is determined by the Tenant Charge Sheet and the Tenant Responsibility Chart that are in effect at the time. These documents are available on the Hoas website. However, the tenant is always responsible for the full cost of repairing the damage, even where it exceeds the charges in the aforementioned documents, or in the case that the particular cost/damage is not listed in the documents.

8. Common areas of the apartment All the Tenants in the apartment are jointly responsible and liable for the condition and upkeep of the common areas, and of the furniture and equipment in them. The Tenant is responsible for informing the Lessor or representative of the Lessor of any changes in the condition of these areas and the equipment. 9. HOASnet If the apartment is connected to HOASnet, the Tenant, by signing the tenancy agreement, acknowledges and agrees to the terms of delivery. Hoas is not responsible for the possible short disconnections in the Internet service. Berliininkatu 5, Brysselinkatu 3, Rörstrandinkatu 3 have been connected to Arabianranta local network, the Tenant acknowledges and agrees to the terms of delivery. The same principles are in effect also in the Trinet network of Otaverkko Oy. Using the previously mentioned services is voluntary, but not using them does not entitle to reconsideration of the rent. 10. Compensation For such time as the apartment cannot be occupied, or is not in the required or agreed upon condition, and the Tenant has fullfilled his responsibility to notify the Lessor as stated on point 7, the Tenant has the right to apply for compensation. A written notification of the matter must be made immediately, after which compensation can be agreed upon. The Tenant may apply for compensation for the amount of rent or immediate expenses that is equivalent to the time period and amount of the inconvenience caused by the defect (AHVL 23 § 2 mom.). Compensation is paid under the condition that the damage or defect can be determined to be the fault of the Lessor through neglect or other carelessness (AHVL 23 § 3 mom.). Any outstanding payments to the Lessor may be subtracted from the compensation to the Tenant. The Lessor and the property owners have the right to carry out general repairs in the building and in the tenant’s apartment during the tenancy, without the tenant being compensated for the time of repairs. The companies that supply heat, water, electricity, telecommunication and Internet services are solely responsible for the operation of these services in accordance with their general delivery terms, regardless of whether the costs of these services are included in the rent or paid for separately. HOAS is liable only for damages caused by its own negligence. 11. The Lessor’s right to enter the apartment To lease and supervise the condition and upkeep of the apartment the Tenant must allow a representative of the Lessor to enter the apartment without delay as soon as convenient. Should need be or in cases that need immediate acts, a representative of the Lessor has the right to inspect an apartment without the Tenant’s consent. Hoas inspects all apartments at the termination of the tenancy. An apartment inspection may include two inspection visits, the first of which is a preliminary check that is carried out while the current tenant is still living in the apartment. There may be a second check after the tenant has moved out and the new tenant has just signed a tenancy agreement. The tenant will not be notified of either inspection and they will be carried out by using a master key. Repair work may be carried out during the inspections, or a cleaning may be scheduled as a result of the second inspection. 12. Transferring the tenancy agreement On grounds of expediency, the Lessor may, in accordance with the terms of notice, transfer the tenancy to an equivalent apartment or an equivalent part of an apartment that is under the Lessor’s authority. 13. Rent and other charges Rent is determined according to the amount that is needed, in conjunction with other earnings, to cover expenses and financing the upkeep of the apartment and related areas in accordance with good property maintenance. Rent will be adjusted in accordance with changes in the amounts listed above. The rent in different buildings and apartments may be averaged. Rent is set at monthly rates, of which the average rent per square metre for each estate is calculated. Rent will be checked annually or when necessary according to these principles even if the restrictions on State subsidised low-income rentals have ended. In addition to the rent the Tenant agrees to pay the current utility charges, for example, the charges for electricity, sauna and parking, and fees according to the Resident charge sheet. Spouses, and other parties of a joint agreement are jointly responsible for the rent and utility charges during the entire period of the tenancy agreement. 14. Notification of changes in rent and charges The Lessor will inform the Tenant of changes in rent and charges in writing before they come into effect. 15. Payment/collection Rent and other charges will be paid monthly in advance to the Lessor’s bank account, at latest the sixth day of each month. A penalty interest rate and collection fee will be added to overdue charges in accordance with the law. Tenant’s account will be referred to a collection agency at the latest when outstanding payments equal two month’s rent. 16. Termination and dissolving of the tenancy agreement When either party gives notice, the agreement will dissolve after the term of notice is over. The Tenant’s term of notice is one (1) month, which is calculated from the last day of the month in which notice is given. Cancellation of termination of tenancy agreement will be charged according to the resident price sheet in force at the time of cancellation. When the Lessor gives notice of the tenancy agreement, the term of notice is three (3) months. If the tenancy has, prior to the giving of notice, continued uninterruptedly for at least one year, the term of notice for the Lessor is six (6) months. A fixed period agreement will end without a separate notice, unless after having made an agreement such matters come to light that make the validity of the agreement unreasonable to either party. The notice of termination shall always be made with the form for notice of termination. The notice of termination for a family agreement and other joint agreements must be done by all tenancy agreement signatories. The Lessor has a right to terminate the tenancy agreement due to renovations that are scheduled for the property but primarily the Lessor tries to arrange a temporary accommodation from Hoas for the period of the renovation. The tenancy agreement can also be terminated because of, for example, unpaid rent or causing disturbance. If such is the case, the agreement may be terminated either immediately upon notice or at a later date, as stated by the person terminating the agreement. 17. Verifying the right of occupancy It is the responsibility of the Tenant to inform the Lessor of changes in the circumstances which were reported at the start of the tenancy agreement relating to the Tenant’s studies, such as the discontinuation of studies, graduating or other pertinent information. Furthermore, the Tenant is bound to supply the information about his/her right of occupancy as requested and to allow the Lessor to obtain from the educational institution information about his/her studies. Full-time studying and credit units are verified according to the valid credit unit limit in conjunction with the right of occupancy, the regulations on which are confirmed by the Board of Directors or a body authorised by it. Concerning university, art and polytechnic students the credit unit limit is specified to be 30 credits/calendar year or 60 credits/two calendar years. Giving false information or refusing to supply information can lead to the Lessor giving notice or cancelling the tenancy agreement.

N = 16

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GENERAL TERMS OF THE TENANCY AGREEMENT 01.01.2014

Helsingin seudun opiskelija-asuntosäätiö, kotipaikka Helsinki ja Y-tunnus 0116514-9 Helsingin yliopisto Vuolukiventie, kotipaikka Helsinki, Y-tunnus 0246242-8 Helsingin yliopiston ylioppilaskunta, kotipaikka Helsinki, Y-tunnus 0199976-8 Kt Oy Juus-Fastighets Ab, kotipaikka Kauniainen, Y-tunnus 0823393-3

-1. PREMISEIn addition to the terms of this agreement, tenants are subject to:• The law concerning rental apartments (AHVL 481/95)• The law (1190/93) concerning the use, relinquishing and buying of State subsidised low-income rental apartments and housing projects• Rules and Regulations of the Housing Company• Residence Guide• Tenant Responsibility Chart• Instructions and regulations given in resident notifications• Tenant Charge Sheet2. TENANCY PERIODThe tenancy agreement is for a fixed period or subject to notification.2.1. Fixed Term Tenancy Agreement• A fixed term agreement ends: - when the period is completed - or, if there is an occurrence contingent on points 8.3 or 13 below• A fixed term agreement cannot be terminated if: - the tenancy period is made for less than 6 months - or, it is a fixed-term agreement in international exchange student housing quota• The Tenant is committed to hand over the apartment for the summer months (1.6.-31.8.) to be used as summer hostel2.2. Tenancy Agreement subject to notification• Only for full-time students• An agreement subject to notification ends: - upon giving notice - or, upon cancellation or termination - or, by mutual agreement• The Tenant is committed to hand over the apartment for the summer months (1.6.-31.8.) to be used as summer hostel3. DEPOSIT• When leasing an apartment the Tenant will pay a deposit to the Lessor.• The deposit will be returned to the payer of the deposit within one month after the termination of the tenancy only if: + the Tenant returned the keys to the apartment + apartment is in a clean and normal condition + there are no outstanding payments nor any other outstanding obligations• The Lessor may use the deposit for settlement of any outstanding payments without consulting the Tenant• The Tenant does not have the right to request that the deposit be used to cover the cost of rent• The Tenant will not receive interest on the deposit.4. MOVE IN DAY• The Tenant is entitled to take posssession of the apartment: - at the beginning of the tenancy period - or, if the tenancy period starts on a weekend or on a national holiday, the possession right begins the next weekday• The Tenant must vacate the apartment by the last day of the tenancy agreement5. KEYS• The Tenant gets the keys at the beginning of the tenancy period• Keys are for the use of the Tenant only, and they are to be handled with care and responsibility• Making copies of the keys is forbidden• If keys are lost or damaged, the Tenant: + must notify the Lessor immediately + is responsible for all costs of rekeying etc.• The Tenant is responsible for collecting and returning the keys to the Lessor in a manner stated by the Lessor• Any neglect concerning keys will be charged according to the valid resident price sheet• The Tenant may install a security lock: + at own expense + only with the Lessor permission + the Tenant commits to providing the Lessor with a key to the security lock + when moving out, the said lock must be left as installed and all keys handed over to the Lessor without charges6. PAYMENT OF RENT AND OTHER CHARGES• The Tenant’s liability to pay rent comes into effect the day the tenancy period starts as stated in the tenancy agreement• Rent is set at monthly rates, of which the average rent per square metre for each estate is calculated• In addition to rent, the Tenant agrees to pay the current utility charges, e.g. electricity, sauna and parking, and fees according to the Resident charge sheet• Rent and other charges shall be paid by the sixth day of each month to the Lessor’s bank account• Spouses and other parties of a joint agreement are jointly responsible for the rent and charge for the whole tenancy periodDelay in payment• A penalty interest and a collection fee will be added to overdue charges, in accordance with the law• The Tenant’s account will be referred to a collection agency at latest when outstanding payments equal 2 months’ rent7. CHANGES IN RENT AND OTHER CHARGES• The Lessor will notice the Tenant of changes in rent and other charges in writing before they come into effect• Rent will be adjusted according to the amount that is needed to cover expenses and finance the upkeep of the apartment, related areas and the estate in accordance with good property maintenance. The rent in different buildings and apartments may be averaged• Rent will be checked annually or when necessary according to these principles even if the restrictions on State subsidised low-income rentals have ended8. TENANT’S RESPONSIBILITIES DURING OCCUPANCY5.1. Upkeeping, cleaning, preventing• Cleaning, taking care and maintaining the apartment and equipment therein, the courtyard or terrace area immediately attached to it and to follow the instructions given by the Lessor• Final cleaning of the apartment at the end of the tenancy period, as instructed by the Lessor• All Tenants of a shared apartment are jointly responsible and liable for the condition and upkeep of common areas of the apartment, and furniture and equipment therein• Buying, installing and maintaining a fire alarm• The Tenant is adviced to take a comprehensive home insurance5.2. Giving timely notifications to the Lessor (in the way the Lessor has specified)• About details of moving in/moving out, or if vacating the apartment for a period longer than 1 month• About changes in the identity and /or number of people living in the apartment• In the beginning of tenancy: + about any defects in the condition of the apartment within 2 weeks of moving in + about defects in the final cleaning of the apartment immediately when moving in

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.

• During the period of occupancy: + about any damages or defects occurring in the apartment, immediately after noticing them + about any change in the condition of common areas, immediately after noticing them + about any bugs, pests etc, immediately after noticing them5.3. Verifying the right of occupancy • Tenant is bound to supply the information about his/her right of occupancy as requested and to allow the Lessor to obtain from the educational institution information about his/her studies• Concerning university, art and polytechnic students the minimum amount of credits to be considered a full-time student and maintain the right of occupancy is specified to be 30 credits/calendar year or 60 credits/two calendar years• The Tenant must communicate changes in his/her own student status that affect the right of occupancy (e.g. discontinuation of studies, graduation, etc.)• Giving false information or refusing to supply information can lead to the Lessor giving notice or cancelling the tenancy agreement5.4. Prohibitions• A room in a shared apartment is mean only for one person, the Tenant.• It is forbidden to house any person not included in the tenancy agreement• Smoking is forbidden in all apartments with tenancy agreements starting after 31.05.2010, as well as hallways, staircases and common areas• No pets are allowed in shared apartments or HYY-apartments 5.5. Accountability over property damages• The Tenant is not responsible for normal tear and wear of the apartment• The Tenant must notify the Lessor of any damage or defects that the Lessor is responsible for repairing. The notification must be done immediately when the damage/defect is running the risk of getting worse if not fixed right away. A Tenant who does not notify the Lessor, will be held responsible for the resulting damage.• The Tenant is required to compensate for any damage caused by him/herself• The amount of compensation that the tenant has to pay for damage is determined by the Tenant Charge Sheet and the Tenant Responsibility Chart that are in effect at the time. However, the Tenant is always responsible for the full cost of repairing the damage, even where it exceeds the charges in the aforementioned documents, or in the case that the particular cost/damage is not listed in the documents• If the Tenant smokes regardess of the rules, s/he will be charged any costs resulting from the cleaning, ozonization, painting, etc. of the apartment• The Tenant will be charged, at the end of the tenancy period, if the cleaning/maintaining responsibilities were not carried out properly. The Lessor has the right to have the apartment cleaned and/or repaired at the Tenant’s expense, if necessary9. LESSOR’S RIGHT TO ENTER THE APARTMENT• In order to supervise the condition and upkeep of the apartment, the Tenant must allow a representative of the Lessor to enter the apartment without delay as soon as convenient• Should need be or in cases that need immediate acts, a representative of the Lessor has the right to inspect an apartment without the Tenant’s consent• Hoas inspects all apartments at the termination of the tenancy. An apartment inspection may include two inspection visits, the first of which is a preliminary check that is carried out while the current tenant is still living in the apartment. There may be a second check after the tenant has moved out and the new tenant has just signed a tenancy agreement.The tenant will not be notified of either inspection and they will be carried out by using a master key• Repair work may be carried out during the inspections, or a cleaning may be scheduled as a result of the second inspection10. INTERNET CONNECTION• If the apartment is connected to HOASnet, Arabianranta local network or the Trinet network of Otaverkko oy, the Tenant, by signing the tenancy agreement, acknowledges and agrees to the terms of delivery• Using the above mentioned services is voluntary, but not using them does not entitle to reconsideration of the rent11. TRANSFERRING THE AGREEMENT• The Tenant may not, without the Lessor’s permission, hand over the apartment, part of it or transfer the agreement to another person. Additionally, the apartment can only be used for student housing (AHVL 17, 18, 44 and 45§).• On grounds of expediency, the Lessor may, in accordance with the terms of notice (Point 13), transfer the tenancy to an equivalent apartment or an equivalent part of an apartment that is under the Lessor’s authority.12. COMPENSATION• For such time as the apartment cannot be occupied, the Tenant has the right to apply for a compensation: + under the condition that the damage/defect can be determined to be the fault of the Lessor through neglect or other carelessness (AHVL 23 § 3 mom.) + for the amount of rent or immediate expenses that is equivalent to the time period and amount of the inconvenience caused by the defect (AHVL 23 § 2 mom.) + it was not a condition that was previously agreed upon (e.g. summer break at Point 2) + the Tenant fulfilled his/her responsibility to notify immediately the Lessor as stated in to Point 8.2, in written form• Any outstanding payments to the Lessor may be subtracted from the compensation to the Tenant• The Tenant is not entitled to a compensation for the time of repairs caused by: + general repairs in the building and in the tenant’s apartment that the Lessor and the property owners have the right to carry out + operations of a company other than the Lessor (e.g. the companies that supply heat, water, electricity, Internet and telecommunication services) regardless of whether the costs of these services are included in the rent or paid for separately13. TERMINATION OF THE TENANCY AGREEMENT AND NOTICE PERIODS1. Termination by the Tenant• The Tenant’s term of notice is 1 month, which is calculated from the last day of the month in which notice is given• The notice of termination shall always be made with the form for notice of termination• The notice of termination for a family agreement and other joint agreements must be done by all tenancy agreement signatories• Cancellation or termination of tenancy agreement will be charged according to the resident price sheet in force at the time of cancellation2. Termination by the Lessor• The Lessor’s term of notice is 3 months. However, if the tenancy has, prior to giving of notice, continued uninterruptedly for at least one year, the term of notice for the Lessor is 6 months• The Lessor has a right to terminate the tenancy agreement due to renovations that are scheduled for the property but primarily the Lessor tries to arrange a temporary accommodation from Hoas for the period of the renovation• The Lessor can terminate the agreement because of unpaid rent or causing disturbance. In this case, the agreement may be terminated either immediately upon notice or at a later date, as stated by the terminating party3. Exceptions regarding fixed term agreements• A fixed-period agreement will end without a separate notice, unless, after having signed the agreement, such matters come to light that make the validity of the agreement unreasonable to either party

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In addition to the terms of this agreement, tenants are subject to:• The law concerning rental apartments (AHVL 481/95)• The law (1190/93) concerning the use, relinquishing and buying of State subsidised low-income rental apartments and housing projects• Rules and Regulations of the Housing Company• Residence Guide• Tenant Responsibility Chart• Instructions and regulations given in resident notifications• Tenant Charge Sheet• Other instructions and regulations that are currently in effect and available on the HOAS website

• When leasing an apartment the Tenant will pay a deposit to the Lessor.• The deposit will be returned to the payer of the deposit within one month after the termination of the tenancy only if: + the Tenant returned the keys to the apartment + apartment is in a clean and normal condition + there are no outstanding payments nor any other outstanding obligations• The Lessor may use the deposit for settlement of any outstanding payments without consulting the Tenant• the Tenant does not have the right to request that the deposit be used to cover the cost of rent• The Tenant will not receive interest on the deposit.

The Tenant is entitled to take possession of the apartment at the beginning of the tenancy period. However, if the tenancy period starts on a weekend or on a national holiday, the possession right begins the next weekday. The Tenant’s liability to pay rent comes into effect the day the tenancy period starts as stated in the tenancy agreement. At the termination of the tenancy, the apartment must be vacated by the last day of the tenancy agreement.

• The Tenant gets the keys at the beginning of the tenancy period• Keys are for the use of the Tenant only, and they are to be handled with care and responsibility• Making copies of the keys is forbidden• If keys are lost or damaged, the Tenant: + must notify the Lessor immediately + is responsible for all costs of rekeying etc.• The Tenant is responsible for collecting and returning the keys to the Lessor in a manner stated by the Lessor• Any neglect concerning keys will be charged according to the valid resident price sheet

• The Tenant may install a security lock: + at own expense + only with the Lessor permission + the Tenant commits to providing the Lessor with a key to the security lock + when moving out, the said lock must be left as installed and all keys handed over to the Lessor without charges.

5. Keys

3. Deposit

2. Tenancy period

2. Tenancy Agreement subject to notification• Only for full-time students• An agreement subject to notification ends: - upon giving notice - or, upon cancellation or termination - or, by mutual agreement• The Tenant is committed to hand over the apartment for the summer months (1.6.-31.8.) to be used as summer hostel

1. Fixed Term Tenancy Agreement• A fixed term agreement ends: - when the period is completed - or, if there is an occurrence contingent on points 8.3 or 13 below• A fixed term agreement cannot be terminated if: - the tenancy period is made for less than 6 months - or, it is a fixed-term agreement in international exchange student housing quota• The Tenant is committed to hand over the apartment for the summer months (1.6.-31.8.) to be used as summer hostel

The tenancy agreement is for a fixed period or subject to notification.

• The Tenant is entitled to take posssession of the apartment: - at the beginning of the tenancy period - or, if the tenancy period starts on a weekend or on a national holiday, the possession right begins the next weekday• The Tenant must vacate the apartment by the last day of the tenancy agreement

4. Move-in day

1. Premise

General Terms of the Tenancy Agreement

N = 15

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Faster comprehension

Median speed on 7 tasksTextual/original = 896 sec ± SD 333.65

Textual/restructured = 827.11 sec ± SD 464.15

Visual/restructured = 586.64 sec ± SD 149.48

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More accurate comprehension

Median accuracy on 7 tasksTextual/original = 4.62 ± SD 1.54

Textual/restructured = 5.09 ± SD 1.29

Visual/restructured = 6 ± SD 0.87

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Less “giving up”

> Not significant, but the directionality of daata is consistent with the significant data> People were instructed to use the skip button only if they though that they felt they were hopeless

Textual/original Visual/restructuredTextual/restructured

03623

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Textual / originalagreement=Textual / restructuredagreement

Visual / restructuredagreement

Median HEDTextual/original= 2 ± SD 0.99Textual/restructured= 2 ± SD 0.89Visual/restructured= 4 ± SD 1.04

Median UTTextual/original= 5 ± SD 1.65Textual/restructured= 5 ± SD 1.32 Visual/restructured= 6 ± SD 1.63

Improved user experience

p < 0.001

p 0.009

Conclusions> A good logical structure is necessary, but not sufficient to significantly improve the understandability of a text

> Structure should be made visible in order to aidcomprehension

> The power of information design is in making abstract relationships visible

It’s not enough to produce perfect texts: they should also be delivered effectively!

Logical structure and visual cues need to be planned and designed together

Contracts = instructions, so they need to be effective“in action”, not only in court

Take- away

Conclusions> A good logical structure does not affect theperception of usefulness and pleasantness of a text:visual elements do

> OK utility/usefulness, but fist impressions and style matter too (especiallyif we are dealing withdisengaged users!)

Take- away

Appreciate the role of motivation, emotion and attitudes: humans are not fully rational actors!

Contracts are customer touch-points and their potential could be more positively exploited tobuild brands and competitiveadvantage

stefania.passera@aalto.fi@StewieKee