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Joe Macleod

Author, Founder, Designer | Closure Experiences

Joe Macleod has been working on the issue of Closure Experiences for 15 years. Through his work in design, technology and services, he has detected a common pattern of denial at the end of the customer lifecycle. In the last couple of years this interest has led him to establish a research project based on sharing this insight and new approach with people via conferences, articles, teaching, projects and – now – a book.

His 20-year professional career has been based across the leading web, telecoms and carrier companies, where he led teams and built a variety of successful products. Most recently as Head of Design at the award-winning digital product studio Ustwo, he built it into a globally recognised team, working with the world’s favourite brands on the most pioneering of products. In 2013 he founded the IncludeDesign campaign; this brought the UK’s leading designers together to champion creative education.

Psychological research suggests that the way we experience endings is important—first impressions last temporarily, while closure experiences are permanent.

Article by Joe Macleod
Share:Psychology and Power of Closure Experiences
4 min read
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Post-Service Personas help you understand the emotions of users after they end their relationship with a service or product, leading to better closure experiences.

Article by Joe Macleod
Share:Using Post-Service Personas to Design Closure Experiences
3 min read
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We can elevate the long-term value of the experiences we create by offering users an experience of closure when the time comes.

Article by Joe Macleod
Share:The Lack of Closure Experience in Digital Products and Services
5 min read
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Service companies that are maintained by their users are growing in numbers and providing a new level of customer experience.

Article by Joe Macleod
Share:The Customer-Generated Service Revolution
5 min read
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