Joe Macleod talks about Endings | Australian Design Radio

Every customer onboarding pipeline is backed by months of metrics, but what happens when the relationship naturally winds down? This episode unpacks the profound psychological and environmental impact of consumer departures and explains how brands can design better exit loops.

• Service design frameworks remain deeply incomplete when they only address the front half of the customer journey.

• A customer’s final interaction with a brand sets their permanent emotional memory of the entire company history.

• Integrating deliberate, human-centered offboarding pathways is essential for complete, modern product design systems.

• Intentionally mapping out consumer offboarding transforms exit friction into long-term brand equity.