Joe Macleod- Ends. A critical difference.

UXAUS2019 Day 2 The ills of consumption have a common source - endings. We design rich, emotional and meaningful experiences to onboard the consumer to a product or service. But, in contrast, the off-boarding of a consumer experience is barren of emotion and meaning. Researching this theme over the last few years revealed a far more profound story. Its origins deep in hundreds of years of social history, with closer ties to religion and death than to business. This presentation takes the audience through a remarkable story of why consumer endings have been distanced in the customer lifecycle, and why endings have the potential to be a business differentiator of the future. The talk will reveal how shards of the consumer experience break lacking a coherent ending. It will provide examples of how this can be avoided and the improvements designers can make. Techniques and approaches will be shared that aid discussion, design and delivery of endings for consumer experiences.