Designing Great End Experiences: Lessons for CX, EX & US Pros with Joe Macleod | Trust Builders Podcast

Podcast
Written By Joe Macleod

A broken exit experience damages user satisfaction, employee alignment, and product utility all at once. This cross-disciplinary interview delivers actionable insights for CX, EX, and UX professionals on how to turn necessary product departures into positive, brand-aligned conclusions.

• A seamless customer onboarding flow must be paired with an equally intentional offboarding path to create a complete journey.

• UX and service design frameworks remain flawed when they over-index on active use and ignore the future of consumption.

• Understanding the consumer psychology of letting go allows product teams to map better behavioral touchpoints.

• Elevating the final product chapter creates a distinct competitive advantage across digital and physical services.

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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