Feedback consents placement
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After L’Oréal US raised concerns about data being saved before T&Cs, I reviewed when consent is captured in the feedback journey with Product, Legal and Engineering. I mapped save points across steps and defined a single pattern: an upfront welcome step that captures T&Cs and required consents before any fields.
My responsibilities: auditing the current flow, documenting data write events, designing and prototyping the new welcome step for standard and gifting journeys, refining consent copy with Legal, and reducing friction (e.g., optional/pre-filled nickname, layout and focus order).
I designed how we visualise stock across campaigns too!
Problem statement
Today, responses can be saved before a user agrees to Terms & Conditions. Brands like L’Oréal US expect consents to be captured up front, especially when personal data is processed by third parties.
Implications
Moving consent to the start increases legal confidence but has historically caused a small dip in completion rate. To mitigate this, I simplified copy, shortened the step, and treated nickname as optional or pre-filled.
User questions
“Can any data be stored before T&Cs are agreed?”
“Should syndication consents also move up, or just T&Cs?”
“Can nicknames be removed or automatically generated?”
“If we standardise on upfront consent, what guidance do brands get?”
Process
I reviewed the historic “welcome screen” and its conversion impact, then redesigned it as our new default pattern:
Upfront welcome step, T&Cs and required consents captured before any fields.
Copy reduced and clarified; single action to proceed.
Nickname moved to optional / auto-generated where possible.
Variants produced for both standard and gifting journeys.
Conclusion and communication
These journeys are being built. We’re standardising on the upfront consent pattern and rolling it out to selected brands. We’ll track step 1 drop-off, consent acceptance, overall completion, approval speed and support impact, iterating copy/layout and nickname handling if completion dips.