Situation
An online clothing retailer planned to introduce a new returns and complaints process and wanted first to ensure that its existing terms and checkout contained no practices that could be considered dark patterns.
Action
I reviewed the customer journey and terms and conditions step by step, checking information on the right of withdrawal, the presentation of prices and customer reviews, and points at which users might be misled about the offer terms.
Outcome
The client implemented revised terms and conditions and changed several interface elements before the promotional campaign began, reducing the risk of consumer complaints and intervention by the Office of Competition and Consumer Protection.
