Joe MacLeod: ENDS: when we're finished with products and services | Service Design Conference SDC17

Video
Written By Joe Macleod

Service design frameworks remain profoundly incomplete when they over-index on raw creation while leaving product offboarding completely unscripted. This global keynote delivers an operational masterclass on how to map out meaningful product conclusions using the Ends Canvas.

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

• The strategic use of the Ends Canvas allows product teams to map, visualize, and build healthy product departures.

• High-friction, frustrating offboarding flows directly erode the hard-won customer equity earned during onboarding.

• Elevating product conclusions from an afterthought to a core UX standard creates a holistic, premium brand experience.

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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Ends. Why They’re Critical | UX Riga 2019
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