Ends workshop UX Australia

Ends.
andEnd. Joe Macleod. @mrmacleod andEnd.co
Workshop

UX Australia
Schedule
9:00 5m 1 Introduction
9:05 20m 2 Ends Presentation
1.9:25 20m 3 Aftermath Targets
9:45 45m 4 Transaction Model Swap Shop
10:30 30m 5 <br>
11:00 60m 6 Product End Dates
12:00 30m 7 Post Service Personas
12:30 60m 8 <br> Lunch
13:30 45m 9 The Crack of Doubt
14:15 45m 10 Descending Engagement
15:00 30m 11 <br>
15:30 45m 12 Oﬀ-Boarding Assistant
16:15 45m 13 End of Debt Party
17:00 End
Ends.
1Day
Workshop

Strategies
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?

• 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.
• Aftermath target

andEnd.
Ending types
How will your consumer experience these types of endings?
Time Out Exhaustion
/Credit Out
Task / Event
completion
Broken /
Withdrawal
Lingering Proximity Style
Services 2 week holiday, 3 year
degree,
Pay As You Go, Points on
your driving license
Parcel delivered, boiler
fixed, concert watched.
Break the contract.
Leave the film early.
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 Non-fitting clothes.
Old phones in draws.
Items in storage Kindle
Sliver Cross Pram
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.
Apple to Android
GDPR and LA Times
MySpace
Facebook
Consciously Connected to the rest of the experience through
Emotional Triggers that are Actionable by the user in a Timely manner.
Consciously
Connected.
How is there a thread between the beginning
and the end of the consumer experience.
Emotional Triggers.
How does the experience make the
consumer feel? How does it encourage
giving thanks? How does it encourage
reflection?
Actionable.
It is important that consumer acknowledges
the end. Providing an actionable ending
helps the consumer feel involved and take
responsibility.
Timely.
Lingering or unused products and services
should be bought actively to an end.
Reclaiming resources and reducing exposure
of lingering data.
Transaction
models
Pay After,
Pay Before,
Scheduled Payment,
Synchronous,
Continuous Observation
Empowered?
Transaction model establishes a power relationship.
Transparent?
The transaction model establishes transparency and
visibility to information.
Death dates
Expected lifespan of the product. This doesn’t mean the manufacturing
capability, but how long the product or service is used actively by the user.
Opportunity to leave
Locked in or open?
Ex. Netflix. Easy Gym.
Legislation
ex. GDPR. Scope 3 emissions
7 day switch, etc.
Neutralise
ex. Device dismantled? Data erased?
Correct destination of materials?
Aftermath
target
We would like the consumer to
feel and say this about our service
or product after they have left.
Canvas for Consumer Endings and Off-Boarding.
Examples
Usage welcomed. Attribution appreciated.
Created by Joe Macleod, Head of Endineering | Author of Ends.
Joe@andend.co | www.andend.co @mrmacleod

8
Aftermath Targets
Joe Macleod. Closure Experiences.
Rebirth Reﬂection Rest
Released to take part in
another experience
Look back at a
wonderful experience
Provides an
opportunity to rest, a
moment of peace
Resentment
I could have made more
of that opportunity
Regret
I feel cheated, and its
someones fault.
Desirable Avoidable
On-Boarding
Usage
Oﬀ-Boarding
Where will your customer end up?
Themes:

9
Aftermath Targets
Desirable Avoidable
On-Boarding
Usage Oﬀ-Boarding

10
Aftermath Targets
Desirable Avoidable
On-Boarding
Usage Oﬀ-Boarding
another experience
Look back at a
Provides an
moment of peace
Resentment
of that opportunity
Regret
their fault.
Example
themes:
Example
feelings:

11
Aftermath Targets
Cleaned data.
GDPR right for
data portability.
Pictorial review of
events on holiday
Free removal of
mattresses
Sales email out of
context
Missed car
insurance
renewal date
Desirable Avoidable
another experience
Look back at a
Provides an
moment of peace
Resentment
of that opportunity
Regret
their fault.
Example
themes:
On-Boarding
Usage Oﬀ-Boarding
Example
feelings:
Example
mechanisms:

1.Create themes based on ridicule, threat,
criticising the consumer, and blame.
2. Capture those bad target feelings
3. Think about the mechanisms that would
maximise these emotions for the user.
Exercise: The Aftermath Target
Bad mechanisms
Bad theme
Bad feelings
Map some aftermath targets.

14
Transaction types
The Transaction type establishes the relationship for the rest of the
service delivery and therefore characterises the Closure Experience.
Payment after
delivery
Payment
before delivery
Scheduled
payment Synchronous
Continuous
observation
restaurants, plumbers,
hairdressers, taxis
ﬂights, trains, music
concert
gym membership, car
insurance, utility
payments
digitised services, pay-
as-you-go,
commissioned services
Google Maps,
Facebook, carriers
2 3 4 51

Transaction
engagement
time
Starting Experiences Closure Experiences
On-Boarding Off-Boarding
Usage
End
1DayForEnds:TransactionModelSwapShop.

16
Payment after
delivery
Payment before
delivery
Scheduled
payment Synchronous
Continuous
observation
hairdressers, taxis
concert
gym membership, car
insurance, utility
payments
shops, digitised
services, pay-as-you-go,
Google Maps,
Facebook, carriers
1DayForEnds:TransactionTypes.

Payment before
delivery
Scheduled
payment Synchronous
Continuous
observation
concert
gym membership, car
insurance, utility
payments
as-you-go,
Google Maps, Apps,
Facebook, carriers
Cookies
Dis-empowered
Lacks Feedback
Visible
Dis-empowered
Lacks Feedback
Invisible
Empowered
Immediate
Visible
Dis-empowered
Lacks Feedback
Invisible
Payment after
delivery
hairdressers, taxis
Empowered
Feedback
Visible

Payment before
delivery
Scheduled
payment Synchronous
Continuous
observation
concert
gym membership, car
insurance, utility
payments
shops, digitised
services, pay-as-you-go,
Google Maps, Apps,
Facebook, carriers
Cookies
Dis-empowered
Lacks Feedback
Visible
Dis-empowered
Lacks Feedback
Invisible
Empowered
Immediate
Visible
Dis-empowered
Lacks Feedback
Invisible
Payment after
delivery
hairdressers, taxis
Empowered
Feedback
Visible

Transaction End
• Is the consumer empowered at the end?
• Do they feel comfortable in giving feedback?
• Do they have good visibility of what has happened?

Transaction End
Transactions
inﬂuence
endings
• Is the consumer empowered at the end?
• Do they feel comfortable in giving feedback?
• Do they have good visibility of what has happened?

24
Payment after
delivery
Payment
before delivery
Scheduled
payment Synchronous
Continuous
observation
hairdressers, taxis
concert
gym membership, car
insurance, utility
payments, loan
repayments
as-you-go,
Google Maps,
Facebook, carriers
Swap the model and service

Pick an established provider.
Consider the current transaction model they use. 
For example...
Restaurant = payment after delivery 
Coach travel = payment before delivery
Utility company = scheduled payment
Pay-As-You-Go= synchronous payment
Google = continuous observation
Method
Changing the transaction
model will aﬀect the character
of the service and subsequently
how it ends. 
 
With your group pick a diﬀerent
transaction model and apply it
to your chosen service. 
Discuss the changes this would
make.
Duration: 60 mins 
People: Small groups 4-6

ProductDeath
Dates

Services 2 week holiday, 3 year
degree,
Pay As You Go, Points on
your driving license
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
27
Ends.
7 types of ending experienced by consumers
Time out
Exhaustion
/Credit Out
Task / Event
completion
Broken /
Withdrawal
Lingering Proximity
Style/
Trends

CCO by Ryan Stone
PolaroidPic-300InstantFilm

Time out
Exhaustion
/Credit Out
Task / Event
completion
Broken /
Withdrawal
Lingering
Proximity
Style/ Trends
Weeks Years DecadesMonths
PolaroidCameraDeathDates
1 2 3 4 1 2 3 4 5 6 7 8 9 10 11 12 1 2 3 4 5 6 7 8 9 10 1 2 3 4

Time out
Exhaustion
/Credit Out
Task / Event
completion
Broken /
Withdrawal
Lingering
Proximity
Warranty 60 days
Warranty 1 year
1 2 3 4 1 2 3 4 5 6 7 8 9 10 11 12 1 2 3 4 5 6 7 8 9 10 1 2 3 4
Style/ Trends

Time out
Exhaustion
/Credit Out
Task / Event
completion
Broken /
Withdrawal
Lingering
Proximity
Warranty 60 days
12x Images
Warranty 1 year
1 2 3 4 1 2 3 4 5 6 7 8 9 10 11 12 1 2 3 4 5 6 7 8 9 10 1 2 3 4
Battery Exhaustion
Style/ Trends

Time out
Exhaustion
/Credit Out
Task / Event
completion
Broken /
Withdrawal
Lingering
Proximity
Warranty 60 days
12x Images
Warranty 1 year
Take a photo. 10 mins
1 2 3 4 1 2 3 4 5 6 7 8 9 10 11 12 1 2 3 4 5 6 7 8 9 10 1 2 3 4
Battery Exhaustion
Style/ Trends

33
Broken:(Mtbf)
MeanTimeBetweenFailures
The probability that an individual unit of the product, operating under
specified conditions, will work correctly for a specified length of time.
Decreasing
Failure Rate
Constant Failure
Rate
Increasing Failure
Rate
Key
Observed Failure Rate
Constant (random) Failures
Wear Out Failures
Early Failure
Jeff Smoot. CUI Global Inc.
FailureRate
Time

34
PercentageR(t)
Hours (in millions)
1
0
0.5
0.75
0.25
“Although the MTBF is 1 million
hours, the R(t) = e-λt curve,
shown in the graph below, tells
us that only 36.7% of units are
statistically likely to operate for
this long. 60.6% can be
expected to operate for
500,000 hours, and further we
can expect 90.5% to last for a
lifetime of 100,000 hours.”
0.367
0.606
0.905
1 2 3 4 5
57 years
11 years
Broken:(Mtbf)

35
PercentageR(t)
Hours (in millions)
1
0
0.5
0.75
0.25
“Although the MTBF is 1 million
hours, the R(t) = e-λt curve,
shown in the graph below, tells
us that only 36.7% of units are
statistically likely to operate for
this long. 60.6% can be
expected to operate for
500,000 hours, and further we
can expect 90.5% to last for a
lifetime of 100,000 hours.”
0.367
0.606
0.905
1 2 3 4 5
57 years
11 years
ButThisIsFor1
Component
Broken:(Mtbf)

36
“On average, consumers expect
most CE products to last
approximately ﬁve years.”
www.cta.tech
Broken:Expectation

Time out
Exhaustion
/Credit Out
Task / Event
completion
Broken /
Withdrawal
Lingering
Proximity
Warranty 60 days
12x Images
Warranty 1 year
5 years. Consumer Expectations of CE product. Source www.cta.tech
1 2 3 4 1 2 3 4 5 6 7 8 9 10 11 12 1 2 3 4 5 6 7 8 9 10 1 2 3 4
57 years. Failure of a chip
Failure of many chips 11 years
Battery Exhaustion
Style/ Trends

38
Lingering:DemographicChange

Time out
Exhaustion
/Credit Out
Task / Event
completion
Broken /
Withdrawal
Lingering
Proximity
Warranty 60 days
12x Images
Warranty 1 year
1 2 3 4 1 2 3 4 5 6 7 8 9 10 11 12 1 2 3 4 5 6 7 8 9 10 1 2 3 4
4 years. Target audience. Changes in demographic.
Battery Exhaustion
Style/ Trends

41
Style: Fashion and basic products
Maturity DeclineGrowthIntroduction
Sales
Time
Fad Fashion Basic product
Cornell University, ‘Life Cycle For Basic And Fashion Products’ andEnd. Joe Macleod. @mrmacleod andEnd.co

42
Style:
Pantone’sColourOfTheYearOverTheLastFewYears.
BellacorHasObservedTheseTrendsIn5YearCycles.

Time out
Exhaustion
/Credit Out
Task / Event
completion
Broken /
Withdrawal
Lingering
Proximity
Warranty 60 days
12x Images
Warranty 1 year
1 2 3 4 1 2 3 4 5 6 7 8 9 10 11 12 1 2 3 4 5 6 7 8 9 10 1 2 3 4
Battery Exhaustion
5 years. Colour trends in 5 year cycles according to Bellacor.
Style/ Trends

Time out
Exhaustion
/Credit Out
Task / Event
completion
Broken /
Withdrawal
Lingering
Proximity
Warranty 60 days
12x Images
Warranty 1 year
ProductDeathDates
1 2 3 4 1 2 3 4 5 6 7 8 9 10 11 12 1 2 3 4 5 6 7 8 9 10 1 2 3 4
Battery Exhaustion
Style/ Trends

Time out
Exhaustion
/Credit Out
Task / Event
completion
Broken /
Withdrawal
Lingering
Proximity
Warranty 60 days
12x Images
Warranty 1 year
1 2 3 4 1 2 3 4 5 6 7 8 9 10 11 12 1 2 3 4 5 6 7 8 9 10 1 2 3 4
Battery Exhaustion
Tell the
consumer
its going
to die.
Style/ Trends

ADeathDate
Ends. Joe Macleod. @mrmacleod closureexperiences.com
5 years
Kia 7 year warranty
Human of
foresight
Kia car
warranty
Delete as defaultSnapChat Appears as permanence
Death like void
20 year warranty
Car dealership
warranty
Sweet spot

Exercise: Designing Death Dates
Method
In your group, pick a product, service or digital product.
Discuss the types of Ending experienced by the consumer.
Estimate a date for each ending.
And then a death date experienced by the consumer.

49
Post Service Personas
Target market data
Known/current customer data
Based on departed customers
Conversations at oﬀ-boarding
Current Personas
Ideal Overlooked
Vs
49

1. Create a persona of someone who left a service. 
 
They are furious! 
Why did they leave? What is lingering? Was it timely?
2.What are they gonna do about it? What will they say?
What options do they have to tell people?
3. Capture this and tell the group.
Exercise: Post Service Persona

Steve is furious.
He is moving to Spain to a new job.
He is trying to cancel his broadband.
But they say he still has 6 months to pay.
The company does not oﬀer a service in Spain.
Steve reviews restaurants. He has lots of
followers on social media.
Steve is already writing an account of his
experience to share with his followers.
Exercise: Post Service Persona
Overlooked

Joe Macleod. Closure Experiences.
TheCrack
ofDoubt

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

The End is started with a doubt
Role Exit

Role Exit. First phase
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

Role Exit. Second phase
seeking and
weighting
alternatives
Results that fall above the
CL will appear attractive
and satisfying
Comparison Level CL
Established from
interpersonal relationships
the individual has
experienced in the lifetime
Seek
alternatives
Results that fall below the
CL will appear unattractive
and dissatisfying
responding to social
support or lack of it
from signiﬁcant others
realising ones
freedom to choose
an alternative role
shifting
reference group
orientations
engaging in
role rehearsal. Move roles
Thibaut and Kelly (1959)

Method
People: Groups 2-3
Exercise: The Crack of Doubt
1. Get in to groups of 2-3.
2. Discuss relationships from the past, that
you remember the moment the crack
emerged.
3. Discuss how you felt and what actions you
took? Who did you seek out to ask for
reassurance? What following events did
you reassess?
4. Now do the same for a service.
Role Exit happens often. We all go through it in
many aspects of our lives.
It also impacts the way we leave consumer
relationships. We often go through a similar
process of leaving.
It changes our opinion of a situation.

Descending
Engagement.

“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

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

5 act play, laid over Aristotle’s 3 act format.
1DayForEnds:DescendingEngagement.

engagement
time
Dénouement
(untie)
Primary narrator
Messages and symbols
Actors and actions

engagement
time
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.
?
?
?
?
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

Taking the techniques used in traditional
narrative structures. Try to balance the Off-
Boarding with the On-Boarding.
What sort of indicators establish the service or
product. What type of narration does it use? What
sort messages and symbols? What sort of actors
and actions are happening?
Method
1. Pick a product/service/digital
product.
2. Consider the On-boarding
narrative.
3. Construct an Off-boarding
experience that mimics / reflects
or compliments that.
4. Is it Consciously Connected to
the rest of the experience
through Emotional Triggers that
are Actionable by the user in a
Timely manner.
1DayForEnds:DescendingEngagement..

Apple
time
Starting Experiences
On-Boarding
UsageMulti-Channel
on-boarding
EndingWeb
Store
Upgrade

Apple
time
On-Boarding
Usage
Assistant aids
complex set up.
Ending
Content (images/
address book)
Apps
iTunes/ﬁnancial

Apple
time
On-Boarding
Usage
Stable comfortable usage
Ending

Apple
time
On-Boarding
Usage
at the end…
Ending
?

Some examples of Apple ends
DismantleBuy backTake back

Apple
time
On-Boarding
Usage
Apple ends
start here…
Ending

Apple
Yet lots of elements
that could create
meaning.
time
On-Boarding
Usage
Ending

Endings indicators.
AnalyticsSoftware
performance
Physical
performance

Apple
time
On-Boarding
Usage
Ending
Apples un-used
ending indicators
Software Performance
Physical performance
Analytics

Apple
time
On-Boarding
Usage
These are endlessly erring ends.
Ending
Physical performance
Screen damage
Battery

Apple
time
On-Boarding
Usage
Ending
Software Performance
OS version
App usage

Apple
time
On-Boarding
Usage
Ending
Analytics
Looking for upgrades /
new phone

Off-boarding assistant
time
On-Boarding
Usage
Adding emotional meaning.
Collate messages from varying sources.
Ending

1. Pick a product or service that has a set-up
assistant.
2. Pick 3 off-boarding indicators (physical,
software, analytics)
3. Design an off-boarding assistant.
4. What needs to be undone? Data deleted?
Accounts shut? Features turned off?
5. What needs to be done physically. Does it
need dismantling? Placing in the right
place? Is it dangerous? Can it be handed
on?
Method
Set up assistants are common in the on-boarding
process to a new product or service relationship?
Quickly and smoothly assembling accounts,
establishing features and building the best
consumer experience.
Ex: https://support.apple.com/en-us/HT202033
At the other end of the consumer lifecycle there is
not an equivalent.
Exercise: Off-Boarding Assistant

Historically.
Bank account.
Average usage 26 years. pre 2008.
Life expectancy 73.Retire at 65Adult at 18 years Employment 45+ years
Mortgage. 20-30 years.
Pension. Entire working life.
Ends were rare in Financial Services.

Short term products?
A study from Adobe finds that, on
average, mobile apps achieve half
their lifetime usage in the first six
months.
Adobe
7 day switch.
Legal expectation in UK.
Apps half-life within 6 months
Pensions. Technology, Legislation, and market
conditions have created opportunity
for quicker turnover of products.
Financial Services products end more frequently and quicker.
11 different pension pots
According to UK Department of Work and Pensions
Banking.
Technology.
According to Gallup, the average US citizen has 3.7 Credit Cards.
Credit Cards. 3.7 Credit Cards per US.
Usage of banking apps increased in UK from 10% in 2011 to 34% in 2015

Now.
Bank account.
Engagement driven
through apps / tech
Mortgage.
Remortgage market
Pensions. 11 on average
Ends now common in
Financial Services.
Life expectancy 73.Retire at 65Adult at 18 years Employment 45+ years

And we are LIVE!

And we are DEAD!

96
Closure Experiences in Services
Core reasons for a service to end.
Time out Credit out
Task/Event
completion Withdrawal Lingering
2 week holiday, 3 year
degree, 1 year
software subscription,
Pay As You Go,
Points on your
driving license
ﬁxed, car serviced,
concert watched,
operation successful,
money transferred
Break the contract,
leave the ﬁlm early, end
the relationship,
A pension that you no
longer pay into. An
unused gym
membership
2 3 4 51

Pensions
Pensions need to connect
a Starting experience and
a Closure experience over
decades.
1 in 4 of these pension
pots goes missing through
lack of contact.
Age Concern
Average of 11 employers in
our lifetime.
Department for Work and
Pensions UK
20s 65s40 years of v i s i b i l i t y
lifespan

Exercise: End of debt party
End Of Debt Party
How big a party should €84k get you?
After repaying €284k on a €200k mortgage, I might expect
a bit more than a cold letter to say its done?
30 years of payback shouldn't end in a moment.
Sadly debt is only celebrated, when more debt is added.
Paying oﬀ debt is not celebrated, avoiding an important
Closure Experience for the user, and arguably teaching us
little about reﬂecting upon our debts

Thad Zajdowicz. CC
CreditCards
US household debt as of Q1
2016, is $132,086
www.nerdwallet.com
Credit cards US average $15,310
Consumer rewarded for more debt.
Never rewarded for paying back.
Gaming debt.
Not celebrating
good debt payers.

Gyms
Attrition rate of gyms 30-50%.
Even the best gyms are losing 30% each year
www.ptdirect.com
2 in 5 people had trouble canceling contracts.
1 in 4 people had a notice period over 1 month.
1 in 5 found they couldn't leave due to being
tied in for minimum term.
which.co.uk
Gyms deny endings
with contract lock-ins.
Opportunity to create a best in class Closure
Experience - celebrate the ending.

PriceComparisonSites
These are, in eﬀect, Closure Experience sites.
A doubt can begin the process of the end.
Nearly 60% of market sales.
About 21m of the 36m motor, home and travel insurance policies switched online in the UK.
The Role Exit Process. Helen Rose Fuchs Ebaugh.

SwitchGuarantee
Energy industry
(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
Big industry ﬁnd it hard to create endings.
So watchdogs have to do it for them.

SwitchGuarantee
“people change their bank accounts, on average, every 26 years”
“75% of personal current account holders have never switched, with nearly 1 in 5
saying this was because of the hassle and potential risks.”
Current Account Switch Service will let
consumers safely and reliably switch their
accounts between banks in 7 days. Sept 2013
Independent Commission on Banking Report
Financial Services industry
Big industry ﬁnd it hard to create endings.
So watchdogs have to do it for them.

Car Financing
Ownership to endlessness.
Bank of England have warned, Car finance
providers are taking ever more risks.
Mike.Via pexels.com
“number of PCPs has increased fivefold
(394%) over last five years” Experian
New York Federal Reserve bank warned that
sub-prime car loan “delinquencies” were a
“significant concern”.

Mortgages
Jameslwoodward
There should be a period of
reﬂection and celebration.30 years of
payback shouldn't
end in a moment
Sadly debt is only celebrated, when more debt is added.
Paying oﬀ debt is not celebrated,
avoiding a Closure experience for the user.

1. What sort of debt?
Was it a mortgage? A massive car loan? Or do
they need to deal with a massive Credit Card
debt? Maybe its even the emotional debt they
owe there parents?
2. What sort of emotions have they gone
through over the course of the 25-30 years.
3. What sort of amazing, emotional ending
should they have?
Method
How should such an enormous commitment end?
Many endings in stories have big group meetings of
people - weddings, funerals, parties.
Is your event the same?
What sort of debt is it? A ﬁnancial one? Emotional
one? A debt to your parents?
Exercise: End of debt party

End.
Joe Macleod. @mrmacleod www.andend.co

EnterCode: BF57B
Joe Macleod. @mrmacleod www.andend.co
Goto
www.Smashwords.com
find
Ends.byJoeMacleod
gotobuy.

Ends.
Amazon, Kindle, Smashwords, Audible

Ends workshop UX Australia

Recommended

Recommended

More Related Content

Similar to Ends workshop UX Australia

Similar to Ends workshop UX Australia (20)

More from Joe Macleod

More from Joe Macleod (20)

Recently uploaded

Recently uploaded (20)

Ends workshop UX Australia