Ends talks of the consumer lifecycle and how meaningful ending experiences are lost. This damages business and consumer opportunities. Limiting reflection and responsibility.
The presentation argues that consumer experiences need to be considered and conscious in consumer endings to improve the ills of consumption.
Ends. Joe Macleod at Hyper Island. Jan 2020Joe Macleod
Endings in the consumer lifecycle.
As consumers and providers, we overlook the importance of healthy, coherent endings. There was once a rich culture of reflection and responsibility, but over recent centuries this has been lost. Producing a mixture of long term societal oversight, and short term denial.
We are left with a bias customer lifecycle that is limited to the exciting vocabulary geared strictly around all things new. Giving rise to guilt-free consumers, an overly-blamed business sector and a society which finds itself at a loss when it needs to grapple with responsibility and consumptions biggest ills.
With more consideration around consumer endings, we can improve these ills.
Ends. Joe Macleod at Hyper Island. Jan 2020Joe Macleod
Endings in the consumer lifecycle.
As consumers and providers, we overlook the importance of healthy, coherent endings. There was once a rich culture of reflection and responsibility, but over recent centuries this has been lost. Producing a mixture of long term societal oversight, and short term denial.
We are left with a bias customer lifecycle that is limited to the exciting vocabulary geared strictly around all things new. Giving rise to guilt-free consumers, an overly-blamed business sector and a society which finds itself at a loss when it needs to grapple with responsibility and consumptions biggest ills.
With more consideration around consumer endings, we can improve these ills.
Ends. Joe Macleod at the RCA Service Design course.Joe Macleod
We create rich, emotional and meaningful experiences to on-board the consumer. In contrast, the off-boarding in a consumer experience is barren of emotion and meaning. This sacrifices consumer action, holds back engagement; limiting reflection and responsibility.
This talk was presented at the Royal College of Art, for the Service Design students.
This is the presentation deck about Ends in the consumer experience. It presents the background and history of the theme. It was shown in preparation for the Ends Workshop.
Ends at Service Design Network Global conference. Joe Macleod
This presentation was given at the Service Design Networks Global conference in Madrid. It provides an overview of the theme around the Ends book and Closure Experiences. Particularly for the point of view of services, and in detail considers ends in Financial Services and Health.
The presentation also share ideas, models and processes for improvement in the customer lifecycle to create better and less biased experiences.
Ends. Why they are critical to improving consumption. How many services have you started, designed, launched and built a customer base for? Do you have the same passion about ending them appropriately? Does it matter? Most experiences in life are punctuated by a closure experience - an ending. In the past these were profound; however, over generations we have distanced ourselves from meaningful endings thanks to our lifestyles increasing in comfort, the church weakening and medicine advancing. The impact of this has been particularly acute in our consumer society, where as providers and consumers we are happy to overlook endings; excited to move on to the next product or service experience. This has created a cultural oversight in our personal responsibility and a vulnerability in our businesses. We witness this at scale in some of the services’ industries biggest problems - mis-selling of financial services is now common place. PPI in the UK alone accounts for £35bn according to the FT. 1 in 4 UK pensions are going missing according to the charity Age Concern. Lost in decades of mis-management, mergers and acquisitions and the normal changes over a person’s life. A surprising amount of old people are getting their first tattoo, fearful someone will bring them back to life after the Do Not Resuscitate agreement fails. Paying off mortgages, the biggest personal debts in our lives, should be a celebration. Instead all the thanks we get is often a cold letter to say it’s finished. Well designed and thoughtful endings help us reflect, take responsibility and move on coherently, but sadly the service industry is awash with bad endings. Joe Macleod introduces the theme of his Ends book at the SDN 2017 conference. He makes a compelling case that demonstrates how, over centuries, our changing relationship with death has led to the loss of our relationship with endings. Giving rise to guilt-free consumers, an overly-blamed business sector and a society which finds itself at a loss when it needs to grapple with responsibility. Drawing on a plethora of sources in history, sociology, psychology and industry, he argues that we are taking the wrong approach to challenging the impacts of consumption and that we need to create coherent endings in our product, service and digital experiences to rebalance this.
Ends. Off-boarding in consumer experiencesJoe Macleod
This presentation was shared at the California College of Arts to members of the Design department. It describes ideas around consumer experiences, endings, off-boarding and closure experiences in Digital, Service and Product sectors.
Ends and Off-boarding Presentation UX London 2019 Joe MacleodJoe Macleod
This is the presentation about Endings in the customer lifecycle.
It covers consumerism, sales, consumer satsifaction, business models, consumer engagement.
This presentation was shared at the IxDA Lausanne local meet up. It shares the idea around Closure Experiences and Ends. It talks about the history, philosophy and social impacts of distancing endings in our consumer endings. It provides practical applications and examples.
Ends. Good and bad examples by Joe MacleodJoe Macleod
Here is a selection of good and bad endings in consumer experiences. These examples are taken from the Ends presentation that I share at conferences and businesses all over the world.
Ending It. Emotionally. Responsibly. With your business intact - Joe MacLeod ...Nexer Digital
In the presentation, Joe talks about the slow erosion of consumer endings, how this has increased in recent history and why it is so damaging to the consumer experience. He will provide current industry examples, with areas for improvement and techniques to use in your own product development.
This was presented at the Marks Webb, Financial Services conference in Russia. It talks about customer life cycles in Financial Services and recommendations of improvements.
Lack of Closure Experiences are holding businesses, customers, and society back. Changing the customer lifecycle to include Closure, will improve the wider customer experience, and help business deal with mis-selling, climate change and privacy in digital.
This was showed at the Oslo local meet up of IxDA group.
Ends makes a compelling case that demonstrates how, over centuries, our changing relationship with death has led to the loss of our relationship with endings. Giving rise to guilt-free consumers, an overly-blamed business sector and a society which finds itself at a loss when it needs to grapple with responsibility.
Drawing on a plethora of sources in history, sociology, psychology and industry, he argues that we are taking the wrong approach to challenging the impacts of consumption and that we need to create coherent endings in our product, service and digital experiences so as to rebalance this.
Closure Experiences. Why a simple goodbye could help climate change.Joe Macleod
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.
Ends. Joe Macleod at the RCA Service Design course.Joe Macleod
We create rich, emotional and meaningful experiences to on-board the consumer. In contrast, the off-boarding in a consumer experience is barren of emotion and meaning. This sacrifices consumer action, holds back engagement; limiting reflection and responsibility.
This talk was presented at the Royal College of Art, for the Service Design students.
This is the presentation deck about Ends in the consumer experience. It presents the background and history of the theme. It was shown in preparation for the Ends Workshop.
Ends at Service Design Network Global conference. Joe Macleod
This presentation was given at the Service Design Networks Global conference in Madrid. It provides an overview of the theme around the Ends book and Closure Experiences. Particularly for the point of view of services, and in detail considers ends in Financial Services and Health.
The presentation also share ideas, models and processes for improvement in the customer lifecycle to create better and less biased experiences.
Ends. Why they are critical to improving consumption. How many services have you started, designed, launched and built a customer base for? Do you have the same passion about ending them appropriately? Does it matter? Most experiences in life are punctuated by a closure experience - an ending. In the past these were profound; however, over generations we have distanced ourselves from meaningful endings thanks to our lifestyles increasing in comfort, the church weakening and medicine advancing. The impact of this has been particularly acute in our consumer society, where as providers and consumers we are happy to overlook endings; excited to move on to the next product or service experience. This has created a cultural oversight in our personal responsibility and a vulnerability in our businesses. We witness this at scale in some of the services’ industries biggest problems - mis-selling of financial services is now common place. PPI in the UK alone accounts for £35bn according to the FT. 1 in 4 UK pensions are going missing according to the charity Age Concern. Lost in decades of mis-management, mergers and acquisitions and the normal changes over a person’s life. A surprising amount of old people are getting their first tattoo, fearful someone will bring them back to life after the Do Not Resuscitate agreement fails. Paying off mortgages, the biggest personal debts in our lives, should be a celebration. Instead all the thanks we get is often a cold letter to say it’s finished. Well designed and thoughtful endings help us reflect, take responsibility and move on coherently, but sadly the service industry is awash with bad endings. Joe Macleod introduces the theme of his Ends book at the SDN 2017 conference. He makes a compelling case that demonstrates how, over centuries, our changing relationship with death has led to the loss of our relationship with endings. Giving rise to guilt-free consumers, an overly-blamed business sector and a society which finds itself at a loss when it needs to grapple with responsibility. Drawing on a plethora of sources in history, sociology, psychology and industry, he argues that we are taking the wrong approach to challenging the impacts of consumption and that we need to create coherent endings in our product, service and digital experiences to rebalance this.
Ends. Off-boarding in consumer experiencesJoe Macleod
This presentation was shared at the California College of Arts to members of the Design department. It describes ideas around consumer experiences, endings, off-boarding and closure experiences in Digital, Service and Product sectors.
Ends and Off-boarding Presentation UX London 2019 Joe MacleodJoe Macleod
This is the presentation about Endings in the customer lifecycle.
It covers consumerism, sales, consumer satsifaction, business models, consumer engagement.
This presentation was shared at the IxDA Lausanne local meet up. It shares the idea around Closure Experiences and Ends. It talks about the history, philosophy and social impacts of distancing endings in our consumer endings. It provides practical applications and examples.
Ends. Good and bad examples by Joe MacleodJoe Macleod
Here is a selection of good and bad endings in consumer experiences. These examples are taken from the Ends presentation that I share at conferences and businesses all over the world.
Ending It. Emotionally. Responsibly. With your business intact - Joe MacLeod ...Nexer Digital
In the presentation, Joe talks about the slow erosion of consumer endings, how this has increased in recent history and why it is so damaging to the consumer experience. He will provide current industry examples, with areas for improvement and techniques to use in your own product development.
This was presented at the Marks Webb, Financial Services conference in Russia. It talks about customer life cycles in Financial Services and recommendations of improvements.
Lack of Closure Experiences are holding businesses, customers, and society back. Changing the customer lifecycle to include Closure, will improve the wider customer experience, and help business deal with mis-selling, climate change and privacy in digital.
This was showed at the Oslo local meet up of IxDA group.
Ends makes a compelling case that demonstrates how, over centuries, our changing relationship with death has led to the loss of our relationship with endings. Giving rise to guilt-free consumers, an overly-blamed business sector and a society which finds itself at a loss when it needs to grapple with responsibility.
Drawing on a plethora of sources in history, sociology, psychology and industry, he argues that we are taking the wrong approach to challenging the impacts of consumption and that we need to create coherent endings in our product, service and digital experiences so as to rebalance this.
Closure Experiences. Why a simple goodbye could help climate change.Joe Macleod
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.
Similar to Ends. Joe Macleod UX Scotland 2019 (20)
Presentation made at Agile Scotland about Ends in Data. Why it is important as a consumer, business and technology to end data relationships. In partnership with Markus Buhmann and Ana Lopez Niharra.
This is the accompanying deck for the UX Bristol Ends Workshop. It presents activities such as > The Ends Canvas, Post Service Personas, Aftermath Targets, Descending Engagement.
Ends Workshop UX London 2019 Joe MacleodJoe Macleod
This is the accompanying slide deck for the Ends workshop at UX London. It considers Offboarding in the consumer lifecycle. Including Transaction Models, Narrative Structures, Aftermath Targets, Post Service Personas, Product Death Dates.
Part a the wider presentation about Ends in the consumer experience, this section talks about why endings need to be changed in jobs. We need to talk about the end more at on-boarding. The deck also introduces the game - 'Could work bot work?'
Affordable Stationery Printing Services in Jaipur | Navpack n PrintNavpack & Print
Looking for professional printing services in Jaipur? Navpack n Print offers high-quality and affordable stationery printing for all your business needs. Stand out with custom stationery designs and fast turnaround times. Contact us today for a quote!
Premium MEAN Stack Development Solutions for Modern BusinessesSynapseIndia
Stay ahead of the curve with our premium MEAN Stack Development Solutions. Our expert developers utilize MongoDB, Express.js, AngularJS, and Node.js to create modern and responsive web applications. Trust us for cutting-edge solutions that drive your business growth and success.
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Kseniya Leshchenko: Shared development support service model as the way to ma...Lviv Startup Club
Kseniya Leshchenko: Shared development support service model as the way to make small projects with small budgets profitable for the company (UA)
Kyiv PMDay 2024 Summer
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Youtube – https://www.youtube.com/startuplviv
FB – https://www.facebook.com/pmdayconference
An introduction to the cryptocurrency investment platform Binance Savings.Any kyc Account
Learn how to use Binance Savings to expand your bitcoin holdings. Discover how to maximize your earnings on one of the most reliable cryptocurrency exchange platforms, as well as how to earn interest on your cryptocurrency holdings and the various savings choices available.
VAT Registration Outlined In UAE: Benefits and Requirementsuae taxgpt
Vat Registration is a legal obligation for businesses meeting the threshold requirement, helping companies avoid fines and ramifications. Contact now!
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[Note: This is a partial preview. To download this presentation, visit:
https://www.oeconsulting.com.sg/training-presentations]
Sustainability has become an increasingly critical topic as the world recognizes the need to protect our planet and its resources for future generations. Sustainability means meeting our current needs without compromising the ability of future generations to meet theirs. It involves long-term planning and consideration of the consequences of our actions. The goal is to create strategies that ensure the long-term viability of People, Planet, and Profit.
Leading companies such as Nike, Toyota, and Siemens are prioritizing sustainable innovation in their business models, setting an example for others to follow. In this Sustainability training presentation, you will learn key concepts, principles, and practices of sustainability applicable across industries. This training aims to create awareness and educate employees, senior executives, consultants, and other key stakeholders, including investors, policymakers, and supply chain partners, on the importance and implementation of sustainability.
LEARNING OBJECTIVES
1. Develop a comprehensive understanding of the fundamental principles and concepts that form the foundation of sustainability within corporate environments.
2. Explore the sustainability implementation model, focusing on effective measures and reporting strategies to track and communicate sustainability efforts.
3. Identify and define best practices and critical success factors essential for achieving sustainability goals within organizations.
CONTENTS
1. Introduction and Key Concepts of Sustainability
2. Principles and Practices of Sustainability
3. Measures and Reporting in Sustainability
4. Sustainability Implementation & Best Practices
To download the complete presentation, visit: https://www.oeconsulting.com.sg/training-presentations
"𝑩𝑬𝑮𝑼𝑵 𝑾𝑰𝑻𝑯 𝑻𝑱 𝑰𝑺 𝑯𝑨𝑳𝑭 𝑫𝑶𝑵𝑬"
𝐓𝐉 𝐂𝐨𝐦𝐬 (𝐓𝐉 𝐂𝐨𝐦𝐦𝐮𝐧𝐢𝐜𝐚𝐭𝐢𝐨𝐧𝐬) is a professional event agency that includes experts in the event-organizing market in Vietnam, Korea, and ASEAN countries. We provide unlimited types of events from Music concerts, Fan meetings, and Culture festivals to Corporate events, Internal company events, Golf tournaments, MICE events, and Exhibitions.
𝐓𝐉 𝐂𝐨𝐦𝐬 provides unlimited package services including such as Event organizing, Event planning, Event production, Manpower, PR marketing, Design 2D/3D, VIP protocols, Interpreter agency, etc.
Sports events - Golf competitions/billiards competitions/company sports events: dynamic and challenging
⭐ 𝐅𝐞𝐚𝐭𝐮𝐫𝐞𝐝 𝐩𝐫𝐨𝐣𝐞𝐜𝐭𝐬:
➢ 2024 BAEKHYUN [Lonsdaleite] IN HO CHI MINH
➢ SUPER JUNIOR-L.S.S. THE SHOW : Th3ee Guys in HO CHI MINH
➢FreenBecky 1st Fan Meeting in Vietnam
➢CHILDREN ART EXHIBITION 2024: BEYOND BARRIERS
➢ WOW K-Music Festival 2023
➢ Winner [CROSS] Tour in HCM
➢ Super Show 9 in HCM with Super Junior
➢ HCMC - Gyeongsangbuk-do Culture and Tourism Festival
➢ Korean Vietnam Partnership - Fair with LG
➢ Korean President visits Samsung Electronics R&D Center
➢ Vietnam Food Expo with Lotte Wellfood
"𝐄𝐯𝐞𝐫𝐲 𝐞𝐯𝐞𝐧𝐭 𝐢𝐬 𝐚 𝐬𝐭𝐨𝐫𝐲, 𝐚 𝐬𝐩𝐞𝐜𝐢𝐚𝐥 𝐣𝐨𝐮𝐫𝐧𝐞𝐲. 𝐖𝐞 𝐚𝐥𝐰𝐚𝐲𝐬 𝐛𝐞𝐥𝐢𝐞𝐯𝐞 𝐭𝐡𝐚𝐭 𝐬𝐡𝐨𝐫𝐭𝐥𝐲 𝐲𝐨𝐮 𝐰𝐢𝐥𝐥 𝐛𝐞 𝐚 𝐩𝐚𝐫𝐭 𝐨𝐟 𝐨𝐮𝐫 𝐬𝐭𝐨𝐫𝐢𝐞𝐬."
Improving profitability for small businessBen Wann
In this comprehensive presentation, we will explore strategies and practical tips for enhancing profitability in small businesses. Tailored to meet the unique challenges faced by small enterprises, this session covers various aspects that directly impact the bottom line. Attendees will learn how to optimize operational efficiency, manage expenses, and increase revenue through innovative marketing and customer engagement techniques.
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Digital Transformation and IT Strategy Toolkit and TemplatesAurelien Domont, MBA
This Digital Transformation and IT Strategy Toolkit was created by ex-McKinsey, Deloitte and BCG Management Consultants, after more than 5,000 hours of work. It is considered the world's best & most comprehensive Digital Transformation and IT Strategy Toolkit. It includes all the Frameworks, Best Practices & Templates required to successfully undertake the Digital Transformation of your organization and define a robust IT Strategy.
Editable Toolkit to help you reuse our content: 700 Powerpoint slides | 35 Excel sheets | 84 minutes of Video training
This PowerPoint presentation is only a small preview of our Toolkits. For more details, visit www.domontconsulting.com
Building Your Employer Brand with Social MediaLuanWise
Presented at The Global HR Summit, 6th June 2024
In this keynote, Luan Wise will provide invaluable insights to elevate your employer brand on social media platforms including LinkedIn, Facebook, Instagram, X (formerly Twitter) and TikTok. You'll learn how compelling content can authentically showcase your company culture, values, and employee experiences to support your talent acquisition and retention objectives. Additionally, you'll understand the power of employee advocacy to amplify reach and engagement – helping to position your organization as an employer of choice in today's competitive talent landscape.
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16. By Lion, Flora [Public domain], via Wikimedia Commons
Work less? Buy more?
andEnd. Joe Macleod. @mrmacleod andEnd.co
17. Medicine & science
manages death
By Thomas Eakins,American, 1844 - 1916 (1844 - 1916) – Details of artist on Google Art Project [Public domain], via Wikimedia CommonsandEnd. Joe Macleod. @mrmacleod andEnd.co
18. We hid it away
Gross Clinic on display at the Army Post Hospital. See page for author [Public domain], via Wikimedia CommonsandEnd. Joe Macleod. @mrmacleod andEnd.co
19. Consume Heaven on
Earth without end
American Abundance for allVintage ad Wheaties sweepstakes 1958andEnd. Joe Macleod. @mrmacleod andEnd.co
20. Endings had
value and a
vocabulary
Endings are hidden,
overlooked and
unwanted
andEnd. Joe Macleod. @mrmacleod andEnd.co
26. Selling Dreams
Modern Advertising 1850
Invisible Waste (Germs)
John Snow. 1854.
On-Boarding Off-Boarding
Department Stores
1796
Progressive Obsolescence
1929
Waste Disposal
1927
The Dixie Cup. 1907
Identity tethered
Credit Cards. Americard
by Bank of America. 1958
Personal endorsements
Instagram, 3.5b likes a day
1-click shopping. Amazon. 1999
Industrial Revolution
Last Rag and Bone man
1950
Silent Spring. Rachel Carson. 1962
Intergovernmental Panel
on Climate Change
1988
Apollo 8. Earth Rise photo. 1968
Convenience
Disposable
Self actualisation
Perception of waste
Distancing of waste
You deserve it
Value in waste removed
Savings not necessary
Invisible waste impacts generations
Modern Green movement emerges
Human activity heating planet
Emotional digital consumption
1850
1900
1910
1920
2010
2000
1980
1930
1950
1960
1970
1940
present
Digitisation of consumer id
1760
civil selfconsumer self
deathlife
use
rebirth
consumer psyche
andEnd. Joe Macleod. @mrmacleod andEnd.co
27. Criticises consumptions illsEnjoys consumer experiences
Consumer Self Civil Self
Ends. Joe Macleod. @mrmacleod closureexperiences.com
Waste and
Closure
Consumer
experiences
29. “Endings in narratives attempts to
preserve the moral and social order
which would be threatened by endlessly
erring narratives.”
Elizabeth MacArthur. Extravagant Narratives
Raiders of the Lost ArkandEnd. Joe Macleod. @mrmacleod andEnd.co
30. Richard Neupert. The End, Narration and Closure in Film
“Solid closure in conventional narratives
and histories satisfies individual and social
desire for moral authority, a purposeful
interpretation of life, and genuine stability”
Raging BullandEnd. Joe Macleod. @mrmacleod andEnd.co
33. Lifetime free travel
AAirpass $250,000
10,000 flights
10 million miles
Cost $21 million
andEnd. Joe Macleod. @mrmacleod andEnd.coandEnd. Joe Macleod. @mrmacleod andEnd.co
34. Lifetime digital storage
$6,999 terabyte forever.
Monthly package of $699 for a terabyte.
FOREVER® Guarantee Fund
andEnd. Joe Macleod. @mrmacleod andEnd.co
36. Harvest Time. Myles Birket Foster, R.W.S. (1825-1899)
Harvest Festival
Min God.
Moon buns.
Celebrating, giving
thanks and reflection.
andEnd. Joe Macleod. @mrmacleod andEnd.co
ROI
37. Mortgages
Jameslwoodward
Thanks given = 030 years of
payback shouldn't
end in a cold letter.
Sadly debt is only celebrated, when more debt is added.
Paying off debt is not celebrated,
avoiding a Closure experience for the user.
andEnd. Joe Macleod. @mrmacleod andEnd.co
38. Thad Zajdowicz. CC
Credit cards
Credit cards US average $15,310
Consumer rewarded for more debt.
Never rewarded for paying back.
Gaming debt.
Not celebrating good
debt payers.Thanks given = 0
andEnd. Joe Macleod. @mrmacleod andEnd.co
39. Grameen Bank
Micro loans
Grameen Bank
Celebrating
repayment, not debt.
The Grameen loan is not simply cash, it becomes a
kind of ticket to self discovery and self exploration.
The borrower begins to explore her potential, to
discover the creativity she has inside her.”
Muhammad Yunus
Bangladesh economy grown 150%
since 2009. Micro Lending
significant influence in this change.
andEnd. Joe Macleod. @mrmacleod andEnd.co
40. Marie Kondo.
New York Times
Thanking products brings reflection.
andEnd. Joe Macleod. @mrmacleod andEnd.co
42. Strategies
andEnd. Joe Macleod. @mrmacleod andEnd.co
What,howandwhen
withEnds.
Intent Sequence
Consumer
experience Tools
What are we
intending to
achieve with
Ends?
How will it
impact a
businesses
strategy?
When will
Ends impact
the delivery of
products?
How should
Ends be
implemented to
the consumer
experience?
What tools can we
use to improve
consumer
off-boarding?
68. Role Exit
Helen Rose Ebaugh
“doubts are often ignited from
organisational changes, personal
burnout, a change in relationships,
or the effect of some event. These
doubts are then reflected to peers
or friends as cuing behaviour.”
Becoming an Ex
andEnd. Joe Macleod. @mrmacleod andEnd.co
69. Role Exit.
First doubts
cuing
behaviour
• Organisational changes
• Burnout
• Changes in relationships
• Events
assess following
situations
seeking out individuals
who will reinforce doubts
re-evaluation of the situation
and temporary halting of the
doubting process
negative interpretation
of subsequent events
agreement
of others
reinforcement of
doubts
Seek
alternatives
andEnd. Joe Macleod. @mrmacleod andEnd.co
Helen Rose Ebaugh
70. The End is started with a doubt
Price Comparison Sites
andEnd. Joe Macleod. @mrmacleod andEnd.co
Aggregators in the UK grew by 15% 2015-16
University of Warwick Economics Research Papers
85% of UK consumers have used such a site.
UK’s Competition and Markets Authority
2016 revenue is £800m ($1.1bn)
73. 73
Ends.
7 types of ending
experienced by consumers
Time out
Exhaustion
/Credit Out
Task / Event
completion
Broken /
Withdrawal
Lingering Proximity
Style/
Trends
andEnd. Joe Macleod. @mrmacleod andEnd.co
74. Services 2 week holiday, 3 year
degree,
Pay As You Go, Points on
your driving license
Parcel delivered, boiler
fixed, car serviced, concert
watched, operation
successful, money
transferred
Expectation cut short.
Break the contract, leave
the film early.
A pension that you no
longer pay into. An unused
gym membership.
Move outside of covered
area.
Writing letters. Rag&Bone
man
Waiting
Products Sell by Date
Warranty
Battery Empty Used disposable items Product Broken Old non-fitting clothes. E-
Waste old phones in
draws.
Changing demographic/
age
Items in loft Kindle
Sliver Cross Pram
Top Loading Washing
Machine
Digital 1 year software
subscription,
Gems in Clash of Clans Game completed Provider has shut down,
sold out, gone bust.
App deleted yet service
capturing data. Unused
email accounts.
Apple to Android
GDPR and LA Times
MySpace
Yahoo
AOL
74
Time out
Exhaustion
/Credit Out
Task / Event
completion
Broken /
Withdrawal
Lingering Proximity
Style/
Trends
andEnd. Joe Macleod. @mrmacleod andEnd.co
Ends.
7 types of ending
experienced by consumers
76. Current Account Switch Service will let
consumers safely and reliably switch their
accounts between banks in 7 days.
Current Account Switch Service
Ends Enforced
75% of account holders have never switched.
1 in 5 saying this was because of the hassle
and potential risks. Independent Commission on Banking
andEnd. Joe Macleod. @mrmacleod andEnd.co
77. Ends Enforced
Energy Switch Guarantee
(a) 36% did not think it was possible to change one or more of the following:
tariff, payment, method and supplier.
(b) 34% said they had never considered switching supplier.
(c) 56% said they had never switched supplier, did not know it was possible
or did not know if they had done so.
Competition and Markets Authority
Energy Switch Guarantee is a commitment
that promises a speedy and safe switch from
one energy provider to another. June 2016
andEnd. Joe Macleod. @mrmacleod andEnd.co
78. T&Cs fail to end amicably
20,000 words
12 mentions of “Termination”
6 mentions of “Until”
2 mentions of “Opt out”
All reference Apple as decision maker in any
situation. User has no apparent power
andEnd. Joe Macleod. @mrmacleod andEnd.co
Terms and Conditions
Ends Enforced
79. “Apple reserves the right to disband a Family
in accordance with the “Termination” section
of this Agreement.“
andEnd. Joe Macleod. @mrmacleod andEnd.co
Terms and Conditions
Ends Enforced
81. andEnd. Joe Macleod. @mrmacleod andEnd.co
Scope 3 Emissions
Ends Enforced
Direct GHG emissions
Electricity indirect GHG emissions.
Other indirect GHG emissions.
Business travel by means not owned or
controlled by an organisation, waste
disposal and purchased goods & services.
Processing of sold products, use of sold
products and the end-of-life treatment
of sold products.
Scope2
Scope1
Scope3
ghginsight.com
Upstream Downstream
82. andEnd. Joe Macleod. @mrmacleod andEnd.co
GDPR
Ends Enforcedengagement
time
Advertising
Marketing
Packaging
T&Cs
Starting Experiences Closure Experiences
On-Boarding Off-Boarding
Usage
GDPR Ending 1.
Right to have Data Portability
GDPR Ending 2.
Right to Remove Consent
GDPR Ending 3.
Right to be Forgotten
84. • Ending the old one.
Remove, replace, clear.
• Transaction model.
Transparent, consumer
has leverage, etc.
• Life expectancy
Tell the consumer about the
end at the beginning.
• Ends dates
Time out, Credit out, etc.
• Descending engagement
• Neutralise
• Emotional Reflection
• Consciously connected
Tone of voice, styles,
• Giving Thanks
• Actively end the life.
Don't let experiences linger.
• Collaborative effort.
Work with the consumer to end.
• Open conversation.
Positive engagement.
Avoid hard lock-in/up-sell.
On-Boarding
Areas of consideration
for Off-Boarding and Ends.
Usage Off-Boarding
Consumerexperience.
andEnd. Joe Macleod. @mrmacleod andEnd.co
87. Emotional persuasion Material guilt
Plastics in
the sea
Cool,
refreshing,
delicious,
instant.
Start End
andEnd. Joe Macleod. @mrmacleod andEnd.co
88. Ikea. Removal &
recycling
“pick up the old goods
in the same trip for an
on-the-spot swop”
andEnd. Joe Macleod. @mrmacleod andEnd.co
89. Making the end consciously connected,
beginning to end, helps move the issue from
someone else's problem
to accountable.
andEnd. Joe Macleod. @mrmacleod andEnd.co
91. Starting Experience
= 98% Closure Experience
= 2%
Starting Experience
= 90%
Closure Experience
= 10%
Starting Experience
= 40%
Closure Experience
= 60%
Starting Experience
= 0%
Closure Experience
= 100%
Starts to have
emotional meaning
1972
1995
2006
2012
30% on front,
90% on back
All brand elements
removed - colour,
typography, logo.
Positive emotional
message gone
Plain
Cigarette
Packs
Emotions can be
triggered to
recognise closure
Research shown plain packaging makes
the packets less appealing and helps
reinforce health messages.
andEnd. Joe Macleod. @mrmacleod andEnd.co
92. indifference
Making the end emotional helps move the
consumer from
to engaged.
andEnd. Joe Macleod. @mrmacleod andEnd.co
99. lingering
Making the end timely moves the experience from
to having context
and closure.
andEnd. Joe Macleod. @mrmacleod andEnd.co
100. Ends.
andEnd. Joe Macleod. @mrmacleod andEnd.co
someone else's problem to accountable.
Making the end consciously connected, beginning to end, helps move the consumer from
Making the end emotional helps move the consumer from
indifference to engaged.
Making the end actionable moves the consumer from
circle of concern to circle of influence.
Making the end timely moves the experience from
lingering to having context and
closure.
103. 5 act play, laid over Aristotle’s 3 act format.
andEnd. Joe Macleod. @mrmacleod andEnd.co
DescendingEngagement.
104. “Closure in narratives attempts to
preserve the moral and social order
which would be threatened by endlessly
erring narratives.”
Elizabeth MacArthur. Extravagant Narratives
Raiders of the Lost ArkandEnd. Joe Macleod. @mrmacleod andEnd.co
DescendingEngagement.
105. Richard Neupert. The End, Narration and Closure in Film
“Solid closure in conventional narratives
and histories satisfies individual and social
desire for moral authority, a purposeful
interpretation of life, and genuine stability”
CarrieandEnd. Joe Macleod. @mrmacleod andEnd.co
DescendingEngagement.
106. engagement
time
Starting Experiences Closure Experiences
Dénouement
(untie)
Primary narrator
Messages and symbols
Actors and actions
andEnd. Joe Macleod. @mrmacleod andEnd.co
DescendingEngagement.
107. engagement
time
Starting Experiences Closure Experiences
Primary narrator
Messages and symbols
Actors and actions
I am alive
I am dying
Packaging
1st time use
Transaction
T&Cs
Telling the
story / dream
Dismantle
Funeral
Casket
Responsibility
handed over
Data
transferred
/ deleted
Emotional
reflection.
?
?
?
?
andEnd. Joe Macleod. @mrmacleod andEnd.co
DescendingEngagement.
Is it Consciously Connected to the rest of the
experience through Emotional Triggers that are
Actionable by the user in a Timely manner.
Agreement
A doubt