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
The Federal Trade Commision (FTC) issued a new rule requiring businesses to obtain affirmative consumer consent — a physical action, such as checking a box or clicking a confirmation — before enrolling customers in recurring billing or subscription-based services. Verbal consent, which had been a factor is our sales flow, was no longer compliant.
The Federal Trade Commision (FTC) issued a new rule requiring businesses to obtain affirmative consumer consent — a physical action, such as checking a box or clicking a confirmation — before enrolling customers in recurring billing or subscription-based services. Verbal consent, which had been a factor is our sales flow, was no longer compliant.
Challenge:
Our portal's existing sales flow allowed store associates to offer protection plans with only verbal acceptance from customers. We needed to urgently redesign this experience across hundreds of retail locations to meet the FTC’s updated guidelines by a tight deadline (about 1 month for design and implementation).
Our portal's existing sales flow allowed store associates to offer protection plans with only verbal acceptance from customers. We needed to urgently redesign this experience across hundreds of retail locations to meet the FTC’s updated guidelines by a tight deadline (about 1 month for design and implementation).
Dual Flow Design Approach
1. Sales associates initiate the offer
2. Customers receive a magic link via SMS to review and confirm on their own device
3. Visual cues and instructional support were added within the associate portal to guide the new flow
4. Ensured the experience was accessible and allowed for flexibility
Outcomes:
✅ Successfully launched the FTC-compliant flow across store locations under tight deadline
💡 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
✅ 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