Session type:

Session duration:
60 minutes

Presented by:

Joe Macleod


About this Keynote

Consumer experiences are often polished and slick at the on-boarding and usage phases, but abrupt, unplanned, and uncared for at off-boarding.

Assumptions can blame this entirely on businesses pursuit of growth, but history tells a different story of a society broken into 2 narratives. One that has slowly distanced itself from the ugliness of endings, the other in pursuit of accelerated convenience, tethered to personal identity.

These narratives have tolerated the absence of endings in the shadow of consumption's ills. Society has celebrated consumers and criticised businesses while idly overlooking the phenomena of absent endings.

This keynote will provide a historic baseline for endings in consumer experiences. It 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 people can make. Techniques and approaches will be shared that help discussion, design and delivery of endings for consumers in your own projects and products.

About the Speaker

Joe Macleod has decades of product development experience across digital, physical and service sectors. He was previously Head of Design at the award-winning studio Ustwo.

He then spent 3 years on the Closure Experiences project, researching, writing and publishing the Ends book that captures the historical, societal context of consumer endings.

It lays down a common philosophy for improving the ills of consumption. He is now founder of andEnd, the world's first business to help companies end their customer relationships.


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