As designers we are active in the creation of services, products and digital products; making them attractive, engaging and usable for consumers. The work we create tends to concentrate on the on-boarding of customers, with clients focusing on the acquisition of customers over long term responsibility or neutralisation of these experiences - the off-boarding.
In short, we are good at creating experiences around the beginning of the customer life-cycle, but terrible at creating a coherent, neutralised ending. As designers we need to engage in this and think beyond the happy customer and start designing the end of the experiences that we create. We need to start to create Closure Experiences.
This presentation argues that we have lost touch with ‘closure' over recent generations and are in a state of denial. The argument is established through historic changes in society, evidence from academia, and our changing relationship with death. Further examples go into details from product, service and digital sectors as well as our wider society.