Project: FTC-Compliant Protection Plan Flow
Role: Lead Product Designer
Platform: Asurion Next Gen Store Portal (uBreakiFix retail)
Focus: Regulatory compliance, user flow redesign, sales enablement
Role: Lead Product Designer
Platform: Asurion Next Gen Store Portal (uBreakiFix retail)
Focus: Regulatory compliance, user flow redesign, sales enablement
Overview
Regulatory shift impacting product sales
In response to new Federal Trade Commission (FTC) regulations, the business was required to shift from verbal to affirmative consumer consent for enrolling customers in recurring billing—meaning every customer now had to take a clear, physical action (like checking a box or clicking a confirmation) before purchase.
In response to new Federal Trade Commission (FTC) regulations, the business was required to shift from verbal to affirmative consumer consent for enrolling customers in recurring billing—meaning every customer now had to take a clear, physical action (like checking a box or clicking a confirmation) before purchase.
Challenge:
The existing sales flow—used across hundreds of retail locations—relied heavily on verbal acceptance and therefore fell short of compliance. As Lead Product Designer, I was tasked with redesigning this flow under a tight one-month deadline while minimizing disruption to store operations and ensuring a seamless, accessible user experience for both employees and customers.
The existing sales flow—used across hundreds of retail locations—relied heavily on verbal acceptance and therefore fell short of compliance. As Lead Product Designer, I was tasked with redesigning this flow under a tight one-month deadline while minimizing disruption to store operations and ensuring a seamless, accessible user experience for both employees and customers.
Dual Flow Design Approach
1. Sales associates initiate the offer in the portal
2. Customers receive a “magic link” via SMS to review and approve terms on their own devices
3. In-portal guidance and visual cues helped associates navigate the updated flow with minimal training
Outcomes:
✅ This approach preserved the core of the existing workflow while enabling a compliant, device-agnostic confirmation process.
✅ Successfully launched the FTC-compliant flow across store locations under tight deadline
and created a framework that can be reused for future policy-driven flow changes with the Bridge model
✅ The Dual flow approach saved the business money as the alternate approach of purchasing enrollment devices for each store would result in high cost to maintain purchase and maintain that equipment
✅ Associate Enablement: Streamlined in-portal tools and messaging to reduce the burden on retail staff—cutting down on the need for printed brochures or script-reading.
✅ Achieved an overall better experience for store agents, who now didn't have to take actions such as providing brochures or reading disclosures verbatim, which helps cut down on non-compliance of procedures