Wednesday Academy

Consumer Endings - Create and deliver the best endings for your Customers

Why consumer endings are overlooked and how to create and deliver the best endings for your customers.

Do you assume your customers are going to be with your business forever? Have you designed the off-boarding experience? We overlook designing the end of the consumer experience. This sacrifices consumer action, holding back engagement, limiting reflection and responsibility. Long term side effects of this seen across sectors. Consequences include climate change, industries fined billions for mis-selling and individuals eroding their online reputations.

Improving the design of endings promises enormous opportunities. Through collaborative off-boarding businesses gain richer communication with their customers. Endings improve the accuracy of deleting, reclaiming or removing materials. They raise brand perception through loyalty and increase re-engagement. Businesses with better endings surprisingly have higher consumer satisfaction.

Product creators have an opportunity and responsibility to lead in this emerging field of design. Utilising new tools and approaches to aid off-boarding in product, digital and service sectors. With the world in need of responsible consumer experiences endings will be a competitive differentiator.

Learning outcomes

  • Introduction to unique models 
  • Be one of the few people engaging in this new approach to product creation in the consumer lifecycle
  • New perspectives and skills
  • Bring a new approach to your workplace
  • Future product development
  • New ideas that aid thinking about the consumer and the consumer lifecycle.
  • Practical tools and methods that can be applied to their work immediately.


   Introduction to the theme of Ends in the consumer lifecycle.

   Group exercises to investigate and discuss themes.
   Explore new and unique models and techniques.

   Gain experience applying themes to your business needs.

   Improve your design of product, service and digital off-boarding.

Previous testimonials:

“He is without doubt the most entertaining and thought provoking speaker I’ve seen in years. His Ends topic is arguably the most important yet sadly, rarely spoken about. I urge you to go and become an Ends evangelist.”

“Joe re-wired my brain. It's not often that such a big idea and way of thinking is hiding in plain sight.”

“Joe's session enlightened me about an entire way of thinking about products and services.” 

“It's a fascinating subject and nobody talks about it, great work.”


08.00 - 08.30 |  Registration and breakfast

08.30 - 09.00 |  Introduction

09.20 - 09.40 |  Ends Presentation

09.40 - 10.00 |   Aftermath Targets

10.00 - 10.45 |   Transaction Model Swap Shop

10.45 - 11.00 |   Break

11.00 - 12.00 |   Product End Dates

12.00 - 12.30 |   Post Service Personas

12.30 - 13.30 |   Lunch

13.30 - 13.50 |   The Crack of Doubt

13.50 - 14.50 |   Target, Measure, Improve the End

14.50 - 15.05 |   Break

15.05 - 15.50 |   Descending Engagement

15.50 - 16.35 |   Off-Boarding Assistant

16.35 - 17.00 |   End of Debt Party

17.00  | Closure and summary

Who should attend?

Ends has influences across industry sectors: Banking, Transport, Sales, Healthcare, Entertainment, Start-Ups, FMCG, Digital, and Sustainability are particularly relevant. The session is broadly applicable to many roles, it is particularly relevant for people in roles such as:

  • Product Development
  • Marketing
  • Design, Service and Interaction Design
  • Strategy
  • Customer Relationship Management


Joe Macleod

Founder at andEnd

Joe Macleod’s career has spanned the leading web, telecoms and App companies, where he led teams and built a variety of successful products.  In the last few years, he has turned his attention to the problems in consumerism. Spending 4 years researching bias in the consumer lifecycle through the research project Closure Experiences. This resulted in the Ends book and inspired him to founder the company And End - the Worlds first customer ending business. Here he helps companies grapple with off-boarding in consumer experiences and countering the many issues with consumerism. He now speaks at conferences, businesses and universities around the world about the important yet overlooked issue of endings in the consumer experience.

Hotel offer!
Don't miss out on our offer at First Hotel Norrtull, located 350 meters from the venue. You get 15% discount when booking a hotel room with the code: FHCWDRELA. Book online or contact the hotel directly at 08-300 350 / and let them know that you are booking through Wednesday Relations. 

Interested in a customized course?

We often produce customized courses. Read more  or contact us

Anmäl dig här
Real Time Web Analytics