Joe Macleod

Joe Macleod, founder of AndEnd and author of 'Ends' and 'Endineering,' dives deep into the often-overlooked concept of designing for endings. He discusses how businesses excel at onboarding but frequently neglect offboarding, which can hinder customer loyalty. Joe explores consumer responsibility versus corporate accountability in product lifecycles, advocating for a shift toward sustainability. He cites examples of planned obsolescence in tech and emphasizes the need for collaboration in tackling climate challenges, promoting a planet-centered design approach.

Joe Macleod, an expert in designing customer experiences, discusses the often-ignored aspect of service endings. He explores how poorly handled farewells can leave negative impressions and emphasizes the potential for businesses to transform these moments into positive experiences. By redefining service off-boarding and highlighting its impact on brand loyalty, he advocates for a thoughtful approach to endings. Macleod argues that well-designed conclusions can create brand ambassadors while fostering sustainability and deeper customer connections.