Product Lead - Privacy Consolidation
Challenge
Our goal for this project was to create a more seamless privacy experience across multiple HP apps. Originally, each HP application had different consent structures and languages which prohibited users from freely switching between the apps and forced multiple reconsents. With the help of legal and development teams, we created a more succinct approach to privacy flows within each app and developed a common consent language that covered every app in the HP ecosystem.
My role
I led the design effort and collaborated with two other designers from other HP apps focusing on print, support, and personal computers.
In addition, I worked alongside researchers, product managers, developers, and lawyers to ensure the project met business goals, understood technical and legal limitations, and created an excellent user experience.
Early insights
From past research we understood that users felt confused by multiple consent screens in the set up flow that handled app consents and device consents separately.
“I have already done this. Do I have to do it again or can I skip this?”
“I believe I already made these choices. Did they not save?”
Discovery
We found that the identical consent language caused confusion with our users and it was hard to differentiate which consents applied to their device and which consents applied to the app. It was hard to understand that they applied to different consents, and users believed that they were seeing the same screen again. Having multiple consent screens pop up throughout the setup flow resulted in frustration for our users and a higher rate of skips. The length of the setup process also contributed to high drop off rates and users did not consent to their device consents which lost the business money and did not allow for users to customize their consents.
Reframing the problem
Multiple consents in the setup flow cause confusion for our users and distrust in the HP brand.
How can we… help users understand their consent options in order for them to feel more secure sharing their information with HP?
Redesign
With the help of legal and developers, we were able to reform the consent structure and were able to consolidate the amount of consent screens from three to one. We present the app and device privacy consents on the same screen. This way we are able to have a consistent design language and present the consents to make it obvious they are different.
