The way the cookie crumbles

2 08 2012

I was recently given a responsibility upgrade and now manage our website. As part of this my first task was to decide how we would comply with the cookie law, so I went for a belts and braces approach. New visitors to our site are now confronted with an obtrusive pull-down lightbox asking if they’re happy to accept our cookies, with an explanatory option going through all the different types of cookie and what they might be used for. I made sure there was an additional “decline and remember” option to enable visitors to refuse all cookies except the one that kept asking them if they would accept cookies. I’m that thorough.

Having been at a number of colleagues’ desks since the implementation of this, I’ve noticed that nearly everyone still has this GUI popping up whenever they visit our site. Despite my going through all the options to make sure we had the best possible information available to our visitors, 90% of people haven’t bothered to read it. When I ask them, they admit to being aware of the cookie law and to knowing that the pop-up must be related to this – but when asked why they didn’t choose one of the options to make the pop-up go away, the response is invariably along the lines of “I didn’t have time to read it properly” or “it’s easier just to leave it.”

As a developer who takes the time and effort to make sure our website and other digital tools are optimised towards the best user experience possible, it’s intensely frustrating to find out that users just want to click and go. The old adage that you can lead a horse to water but not force it to drink has rarely been more appropriate than with today’s web user. You can present visitors with clear signposts to content, well thought-out internal architecture and an excellent search facility, but there will always be people who can’t find things or misunderstand what is there. That’s why it’s so important to remain up-to-speed on usability and design practices, we’ll never please all of the people all of the time but we should try to satisfy as many of them as we can.

Who is this cookie law satisfying at the moment? I don’t feel any safer from scammers than I did before; in fact, the law has generated additional ways to frighten web designers into paying out money. According to a survey in May, 4/5 of users now feel safer, though  75% of those asked about it had never heard of the law before. The last-minute change towards implied consent has only muddied the waters and a clear method of compliance has yet to emerge from the depths.

That pop-up at the top of our site bothers me, but at the moment it remains a necessary evil. Not only does it damage the aesthetics of our site (and many others), the implications for accessibility have to be examined and addressed next, to avoid complying with one law only to fall foul of another. Perhaps in time we’ll be able to make the warning a little less in-your-face. Here’s hoping.