Danish Debt Collection Agency: From legal clauses to communication at eye level

The challenge

Almost a fifth of Denmark's population receives a letter from the agency each year about debt being collected. Just over half then call the agency because they struggle to decode the message hidden between the legal clauses. The agency set a goal: letters that meet citizens at eye level and motivate them to act.

Our approach

We analysed the existing letters. They opened with a sober account of the legal basis – inside-out communication. In the new letters we turned this around and put the citizen first: What does the citizen need to know? In what order? In what language? And what can go in an attachment?

• A structure that puts the most important point first
• Language where jargon and legal clauses are replaced with communication everyone can understand
• A modern design with fact boxes and colour that works on a phone

The new letters were tested with citizens in two rounds and revised after each – in close collaboration with the agency.

The result

Two of the agency's most frequently sent letters have been improved, and the agency has a report on the key communication challenges and solutions to use in future letters.