Healthy Ending Experiences with Joe Macleod | UI Breakfast

Podcast
Written By Joe Macleod

Designing a premium offboarding experience is an essential protective buffer for maintaining brand equity at the scale of enterprise CX. This tactical episode details how providing clear closure experiences directly insulates brands from compliance issues while maximizing customer win-back rates.

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

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

• The emotional state of a consumer during offboarding heavily influences their future willingness to return or advocate for the brand.

• Product lifecycles must move away from predatory retention loops to embrace ethical, user-centric closure design.

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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Closure experiences with Joe Macleod | UX Podcast Hosted by Per Axbom & James Royal-Lawson