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. 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 accompanying deck for the UX Bristol Ends Workshop. It presents activities such as > The Ends Canvas, Post Service Personas, Aftermath Targets, Descending Engagement.
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.
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 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.
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.
Presented at WebExpo in Prague 2017.
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. This has given 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.
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.
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.
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.
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.
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.
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.
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 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.
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.
Presented at WebExpo in Prague 2017.
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. This has given 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.
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.
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.
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.
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.
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.
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.
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 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 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?'
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Business Valuation Principles for EntrepreneursBen Wann
This insightful presentation is designed to equip entrepreneurs with the essential knowledge and tools needed to accurately value their businesses. Understanding business valuation is crucial for making informed decisions, whether you're seeking investment, planning to sell, or simply want to gauge your company's worth.
Recruiting in the Digital Age: A Social Media MasterclassLuanWise
In this masterclass, presented at the Global HR Summit on 5th June 2024, Luan Wise explored the essential features of social media platforms that support talent acquisition, including LinkedIn, Facebook, Instagram, X (formerly Twitter) and TikTok.
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.
In the Adani-Hindenburg case, what is SEBI investigating.pptxAdani case
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Putting the SPARK into Virtual Training.pptxCynthia Clay
This 60-minute webinar, sponsored by Adobe, was delivered for the Training Mag Network. It explored the five elements of SPARK: Storytelling, Purpose, Action, Relationships, and Kudos. Knowing how to tell a well-structured story is key to building long-term memory. Stating a clear purpose that doesn't take away from the discovery learning process is critical. Ensuring that people move from theory to practical application is imperative. Creating strong social learning is the key to commitment and engagement. Validating and affirming participants' comments is the way to create a positive learning environment.
Cracking the Workplace Discipline Code Main.pptxWorkforce Group
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Forward-thinking leaders and business managers understand the impact that discipline has on organisational success. A disciplined workforce operates with clarity, focus, and a shared understanding of expectations, ultimately driving better results, optimising productivity, and facilitating seamless collaboration.
Although discipline is not a one-size-fits-all approach, it can help create a work environment that encourages personal growth and accountability rather than solely relying on punitive measures.
In this deck, you will learn the significance of workplace discipline for organisational success. You’ll also learn
• Four (4) workplace discipline methods you should consider
• The best and most practical approach to implementing workplace discipline.
• Three (3) key tips to maintain a disciplined workplace.
8. Circle of
consumption
andEnd. Joe Macleod. @mrmacleod andEnd.co
Beginning
Linear narrative
Middle End
Visible
Understandable
Actionable
Pre-Industrial
Revolution
Industrial
Revolution
9. andEnd. Joe Macleod. @mrmacleod andEnd.co
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
10. Criticises consumptions illsEnjoys consumer experiences
Consumer Self Civil Self
Waste and
Closure
Consumer
experiences
andEnd. Joe Macleod. @mrmacleod andEnd.co
18. Actorsand
actions
anonymised
3.
Fourproblemcharacteristicsfound
attheendofconsumerism.
At the end of physical product life, consumer ownership is
relinquished yet long term impact remains.
At the end of data relationships the consumer believes data
will be anonymised. Yet, data is sold on to third parties who
continue to use it and reattach identity.
andEnd. Joe Macleod. @mrmacleod andEnd.co
24. • 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
• Aftermath target
27. Ikea. Removal &
recycling
“pick up the old goods
in the same trip for an
on-the-spot swop”
andEnd. Joe Macleod. @mrmacleod andEnd.co
28. 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
55. 55
andEnd. Joe Macleod. @mrmacleod andEnd.co
MemorialisedPages
8,000 users are dying daily on Facebook
65% of 50-64 year olds
41% of 65+ year olds use Facebook.
As of 2019 its 2.4 billion monthly active users.
BTW. There is no end to memorialised pages
56. 56
andEnd. Joe Macleod. @mrmacleod andEnd.co
MemorialisedPages
Billion
2.4 Billion
Memorialized
Pages
2.4
2119
Facebook shuts down
due to server cost
of Memorialized Pages
20202019 2030 2040 2050 2060 2070 2080 2090 2100 2110 2119
2019
Facebook reaches
2.4 Billion
active monthly users
Worldwide life
expectancy
Permitted age
Facebook account13 71
2
0
1
3
BillionUsers
Year
Active
Facebook
Users
In- Active
Facebook
Users