Lack of Closure in digital
Joe Macleod Joe Macleod

Lack of Closure in digital

Consider for a moment the first time you created an identifier online for yourself. For me, it was the first time I signed up with a Internet Service Provider. It was so long ago, I had to supply my details by fax. 20 years later, I am still signing up for digital services or products, thankfully not with a fax. 

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Our changing attitudes towards Death
Joe Macleod Joe Macleod

Our changing attitudes towards Death

Death has changed its focus in the last 300 hundred years. In the past the elderly, ill or injured would lay on their death bed surrounded by family and friends tending to their comfort. Mutterings of the dying person would be heavy with emotion and philosophy. The experience for people in attendance was intense and conclusive, providing an opportunity to reflect and justify ones life.

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Joe Macleod Joe Macleod

7 Day Switching; enforced closure in banking

This month sees the launch of a new government requirement forcing banks to complete an account switch in 7 days. The initiative is in response to an Independent Commission on Banking report that was published in 2011 which contained the shocking statistic that people change their bank accounts, on average, only every 26 years.

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Joe Macleod Joe Macleod

Transaction models as an indicator of good closure experiences

Closure Experiences are often locked to the moment of transaction in some way. It can reveal a great deal about the ownership of - and influence upon - the customer relationship as well as to provide an interesting insight into a person’s work satisfaction and aspects of psychology. All of which influences how the customer feels when a service comes to an end - the closure experience.

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Joe Macleod Joe Macleod

The limited language of Closure

The language that accompanies many of our existing closure experiences is guilt inducing, legal or dull. A simple letter informs the customer that a service has ended. It is not full of reflection or inspiration that may help fuel a future service relationship between the provider and the customer. The end of the service, letter concedes defeat and suggests a focus on the next victim to the service.

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Joe Macleod Joe Macleod

Cadence in music as inspiration for Closure

In classical music the term Cadence refers to the resolution that brings a phrase or a piece of music to an end. There are different forms of Cadence in music, half cadence, full cadence, plagal cadence.

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