Ends. Why They’re Critical | UX Riga 2019

Video
Written By Joe Macleod

Human memory heavily weights overall brand satisfaction based on the emotional tone of the final interaction. This presentation breaks down the psychological frameworks that explain why an intentional ending cements a positive legacy in the mind of the consumer.

• The psychological state of a user at the exit heavily impacts their permanent memory of the entire company history.

• Deceptive or high-friction exit loops actively trigger consumer resentment and long-term brand distrust.

• Seamless welcome sequences trigger rapid acquisition but leave users unequipped to navigate a healthy product conclusion.

• Reshaping corporate culture around intentional endings helps organizations handle shifting consumer lifecycles.

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
Previous

Start-ups! The Future is a Good Ending - Joe Macleod | DigitalK 2018
Next

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