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Guide · Reading a report

How to read a customer flow finding

A finding connects evidence to a reasoned next step. Read the connection, not just the coloured outcome label.

1. Start with what was observed

In our illustrative subscription example, the sign-up page shows an A$19 first-month offer. A separate terms page says the membership continues at A$49 per month. Those are the source facts. The numbered markers are Flowlane annotations, not text published by the example business.

The interpretation is that the recurring commitment is hard to find at agreement. Test that relationship against the actual source states. If another prominent disclosure exists beside sign-up, or the evidence misses a relevant state, the assessment may need to change.

Read the evidence, then the action
ObservationWhat appeared on screen
InterpretationWhy it may matter
Next actionChange or evidence request

2. Read the legal link and the outcome together

The report links ACL s 48D for subscription offer information, with the detailed subparagraphs available alongside the assumptions. The Act supplies the legal rule. The Explanatory Memorandum explains its intended operation; it is not a separate statutory obligation. The subscription example draws on EM paragraphs 1.116 and 1.120-1.122 for payment liabilities and disclosure near agreement.

‘Likely gap’ is an interpretation for the 2027 requirements on the stated assumptions. ‘No issue identified’ is limited to the inspected question and scope. ‘Needs evidence’ means a material question is unresolved. These outcomes are different answers; they are not three levels of whole-site compliance.

3. Check the scope before acting

The illustrated offer covers two desktop source states. It does not establish the mobile view, account process, delivery of notices or every subscription obligation. Read the scope and assumptions before assigning a task or using the finding in a wider assessment.

A useful next step is to show the ongoing price beside the sign-up information, then inspect the changed state. That is a proposal until the responsible team implements it. Fresh evidence is needed for a follow-up assessment. Keep the earlier finding and the new observation distinguishable so a reviewer can understand what was actually changed.

Sources and scope

Page updated: 7 October 2026. Applicability, exclusions and transitional arrangements need assessment by your advisers. Review the flow after every release.

Questions teams ask

What should we do with what we find?

Keep each observation with its screen, date and market, share the record with your advisers, and recheck the same screens after every release. If you want a second pair of eyes, bring the flow to a walkthrough.

How long does one flow take to check?

Plan one working session per flow: walk it, save each screen and fill in the record. App flows and account states take longer.

Which flow should we start with?

The one most customers use. For subscriptions that is usually sign-up, then cancellation; for retail, the checkout.

About the author

Tobias Reittinger

Tobias Reittinger

Founder of Flowlane

My research examines how digital nudges influence decisions in user interfaces. With Flowlane, I apply that perspective to customer flows.

Published at IEEE S&P, ACM CHI (Honorable Mention) and USENIX SOUPS.

More about Tobias →

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