Compliance & Service Design · 2025
Consent that protects users without adding friction.
Standardising how and when consent is captured, with one pattern that works globally.
Role
Senior Product Designer
Worked with
Product, Legal, Engineering
Started with
Data compliance concerns from a global client
Outcome
One reusable consent pattern for every journey
Setting the Scene
In 2025, after a global client raised concerns about data being stored before people had agreed to the Terms and Conditions, I led a review of how consent was captured across SoPost’s feedback journeys.
Working with Product, Legal and Engineering, the goal was to define a single, compliant pattern that worked globally. It had to protect people and brands while keeping the experience fast and intuitive.
The Problem
In the existing flow, responses could be saved before people gave consent. For brands operating under strict data regulations, that was a compliance risk: personal data could be processed by third parties before the Terms were accepted.
We needed to move consent earlier in the flow without adding friction or harming completion rates.
The Trade-Off
Moving consent upfront increases legal confidence, but it often causes a small drop in completions. To balance the two, I simplified the step, cut the copy, and made the nickname field optional or pre-filled, so the legal step felt straightforward.
My Role
I led the audit and redesign end to end. That included:
- Mapping where and when data was written or saved across systems
- Working with Engineering to document save events and dependencies
- Prototyping a new welcome and consent step for both standard and gifting journeys
- Partnering with Legal to rewrite the consent copy so it was shorter and easier to understand
- Reducing interaction friction through layout, focus order and auto-generation logic
What changed was compliance and the systems behind it, not the look of the screen.
Process
With our Product Manager, I analysed historic performance data for the “welcome screen” to understand its effect on conversion, then redefined it as the default consent pattern for every feedback journey. The new design:
- Adds an upfront welcome step that captures the Terms and required consents before any data entry
- Simplifies the copy and uses a single primary action to continue
- Treats the nickname as optional, or auto-generated where possible
- Includes variants for both standard and gifting journeys
That gives SoPost one reusable consent model across brands, improving compliance and consistency while keeping the effort for the person answering as low as possible.
Rollout and Measures
The new journeys were designed to roll out first to selected brand partners. After launch, the plan was to track:
- Step-one drop-off rate
- Consent acceptance and completion rate
- Campaign approval time
- Support impact and qualitative feedback
Those results would inform further optimisation of the copy and layout if completion rates dipped.
Reflection
This was a small piece of work on paper, and one of the more important ones I’ve done. It set out one way for SoPost to handle consent globally, built to strengthen legal compliance for enterprise clients, and it taught me again that the smallest screen in a flow can carry the most risk.
Let’s improve something together.
Open to part-time roles and fractional contracts, two to three days a week.