In her article, “Product Counsel: How to Manage Risk AND Create a Delightful Customer Experience,” Adrienne Go explores the balance between managing legal risk and enhancing user experience as a product lawyer. She emphasizes that taking calculated risks is essential for business success and provides a framework to evaluate the necessity and impact of legal disclosures on company websites. By focusing on whether disclosures reduce customer confusion or address legal issues, and by assessing competitive benchmarks, risk sizing, changes over time, and business imperatives, product lawyers can create simpler, more effective user experiences without compromising legal safeguards.
Three Learning Outcomes:
- Evaluate Legal Disclosures: Understand the purpose of legal disclosures and decide if they are meant to reduce customer confusion or address legal issues, ensuring they are clear, contextual, and timely.
- Assess Risk and Competitive Benchmarks: Analyze the actual costs and competitive standards related to legal risks, and adapt disclosures accordingly to maintain user experience quality.
- Consider Business Imperatives: Balance the need for legal protections with the business impact of adding information, ensuring that disclosures do not overwhelm or deter users.
For a deeper insight into managing risk while creating delightful customer experiences, read the full article on LinkedIn: Product Counsel: How to Manage Risk AND Create a Delightful Customer Experience.
