User experience ”dark patterns” and ”light patterns”: insights from Lighthouse // Consumer Duty

Episode 15: Insights from Lighthouse We interview special guest senior user experience (UX) designer Dan Burgess from leading UX/UI design agency Lighthouse about how you can avoid, and use, UX "patterns" to meet the FCA's Consumer Duty expectations. UX "patterns" are a powerful tool for you in meeting the FCA's expectation that firms account for customers' cognitive and behavioural biases that may compromise their financial decision-making. You may have heard about nudges, sludge and friction. But we go further.  You'll discover five key categories of "dark patterns" from least to most dark and understand how financial services firms can spot and avoid them. You'll learn how to flip dark patterns on their heads - creating "light patterns" that you can use to support good outcomes for your customers. This episode features Duncan Campbell (senior associate) and Connie Faith (associate) in our London financial regulation team. Lighthouse is a specialist UX and UI design agency based in London, working with product teams since 2008. Explore their audit service which gives you expert eyes on your product interface, rapidly generating actionable improvements. And visit Linklaters’ Consumer Duty webpage for all our insights on the Consumer Duty including our podcasts offering legal insights and thought-provoking cross-disciplinary conversations. This episode references previous episodes in our podcast series. Click here to listen to our interview with the "Nudge Unit" on cognitive and behavioural biases, and click here to listen to our previous interview with Lighthouse on key principles of good user experience design.