The one with designing the ending - Joe Macleod | CX Passport

Podcast
Written By Joe Macleod

When an offboarding journey relies on hidden unsubscribe buttons and deceptive UX loops, it signals a deeper failure in a company's customer experience strategy. This interview unpacks the profound psychological shift that occurs when a business treats consumer departures with dignity, transparency, and strategic intent.

• Friction-filled, predatory retention loops severely damage brand equity and drive away future returning customers.

• The psychological state of a user at the exit heavily impacts their long-term memory of the entire brand experience.

• Designing a transparent, highly structured product goodbye is a core pillar of forward-thinking customer experience.

• Anticipating the future of consumption means recognizing that a good offboarding journey drives future brand advocacy.

Joe Macleod

Joe Macleod is founder of the worlds first customer ending business. A veteran of product development industry with decades of experience across service, digital and product sectors.

Head of Endineering at AndEnd. TEDx Speaker. Wired says “An energetic Englishman, Macleod advises companies on how to game out their endgames. Every product faces a cycle of endings. It's important to plan for each of them. Not all companies do." Fast Company says “Joe Macleod wants brands to focus on what happens to products at the end of their life cycle—not just for the environment but for the entire consumer experience.”

He is author of the Ends book, that iFixIt called “the best book about consumer e-waste”. And the new book –Endineering, that people are saying “defines and maps out a whole new sub-discipline of study”. The DoLectures consider the Endineering book one of the best business books of 2022.

https://www.andend.co
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Designing Better Endings: Joe MacLeod on the Overlooked Side of Customer Experience | Iconoclast
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