Do your endings help brand, circular economy, EPR or ESG targets?
Consulting
Endings matter to your business.
You could be a physical product business with recapture rates, recycling, and reverse logistics, aligning with circularity ambitions, or a service business needing to align with legislation and increase brand equity, or a tech business wanting to honour privacy and data quality,
how the consumer experiences endings are a critical part of your business.
Engagements
Current state
Great place to start with endings.
An expert evaluation of a current product, consumer off-boarding experience. Providing a baseline of endings.
Objectives.
What is this project trying to solve?
Assess the issues surrounding the end of the consumer lifecycle, through:
• Customer feedback
• Internal stakeholder interviews
• Data and logistics
• Competitors and adjacent category comparisons
• National and international legislation
Outputs.
What will be the tangible deliverables?
Report including:
Feedback from customers about their leaving experience
Feedback from staff who have experience at the product ending
Material / data flow of the off-boarding experience
Landscape of endings that influence your off-boarding experience
Current consumer off-boarding journey map
How your brand is reflected at the end
Ends canvas
Outcomes.
How will this help the business?
An actionable foundation from which to improve your off-boarding experience by understanding your weakness and opportunities.
Future state
Once your business is confident with understanding the current state of off-boarding experience, move forward to look at what opportunities lay ahead for your product and business strategy.
Objectives.
What is this project trying to solve?
Improve your consumer off-boarding experience, by:
Identifying the best ending your business can deliver
Understanding how it will influence circularity targets, digital ethics, recapture rates and brand equity
Outputs.
What will be the tangible deliverables?
An off-boarding strategy and vision, including:
Short term improvements to the current off-boarding experience
Initiatives that build the best opportunities for the future
Journey map of consumer flow potentials
Integration with your development process
Training for your teams to allow them to work independently on the end of the consumer lifecycle
Ends canvas
Outcomes.
How will this help the business?
Provide actionable short-term improvement opportunities and a future vision
Maximise initiatives in circularity, ESG, sustainability or reverse logistics
Align with legislation, honour privacy and data ambitions
Give your teams confidence and direction
Improve brand equity
Bespoke engagement
If your business has already identified a need for improved consumer off-boarding, then I am happy to help achieve that.
This type of engagement can be very flexible. Project specific, regular support (day, weekly, monthly,), or retained for a quantity of hours. It can also be integrated alongside training for your teams.
I have decades of experience in designing and delivering services and products, either independently or running teams and leading businesses. In this mode I can educate, support and guide your business to deliver the most effective off-boarding experiences.
Who is this for?
Whether you're a product business focused on recycling and reverse logistics, a service business aligning with legislation to boost brand equity, or a tech business prioritising privacy and data quality, the consumer's experience at the end is crucial.
These insights benefit various departments: management teams can explore new opportunities, product teams can improve future consumer experiences, sustainability teams can strengthen initiatives, technical teams can set protocols, and service teams can align their support strategies.
Past clients include: Fairphone, Logitech, EY, Spotify, Intuit, Microsoft, Pepsico, Volvo, Ellen Macarthur Foundation, and Electrolux.