Conscious closure: Designing positive break-up experiences
Is it just me or do our services make it much easier to sign up than to close down? This talk aims to highlight the issues that can arise when we fail to close customer relationships in an adequate manner and promotes the design of positive break-up experiences.
Paul Taylor has been designing product and service experiences for over 13 years both in the UK and Australia. Much of the focus has been on onboarding experiences without much consideration for how customers might bring a service to end. It’s time for this to change.