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.
