Deep Dive

Lawmakers around the world are setting their sights on ‘dark patterns’, the way consumer choice is manipulated wholesale by companies for profit – either directly by upselling and herding them into higher yielding decisions, or locking them into services, or “data grabs” that can be monetised indirectly. Australia is next off the rank, and businesses should take action now, starting with UX design, according to Chandni Gupta, Deputy CEO of influential think tank the Consumer Policy Research Centre, who’s work underpins key planks of the ACCC’s regulatory overhauls and which holds sway in Canberra. While business lobby groups are already pushing back against Federal Government plans to beef-up consumer law, Gupta advises businesses not to wait to get fined or caught up in class actions – and make good on claims of customer-centricity.