This website discusses design themes in Services and Digital products. It aims to highlight the issues that arise when we fail to close customer relationships in an adequate manner.
I define a Closure Experience as:
The satisfactory conclusion to a product or service relationship. Each party feeling satisfied with the completed transaction; it being a fair, just conclusion without consequence.
Most experiences in life are punctuated by a closure experience. In the past these were profound; however, over generations we have distanced ourselves from meaningful closure experiences thanks to our lifestyles increasing in comfort, the church weakening and medicine advancing. This has seemingly freed us from the shackles of the ultimate closure experience - death - and sanctioning our personal pursuit of heaven on earth in the form of consumption. We are now encouraged to drunkenly stumble from purchase to purchase, with any sense of longevity and responsibility removed. Long term side effects of this are exampled in the Product, Service and Digital landscapes that we frequent. The consequences of our behaviour results in a changing climate, industries fined billions for mis-selling and individuals casually eroding their personal online reputations.
ABOUT THE AUTHOR
Joe Macleod has been working in the mobile design space since 1998 and has been involved in a pretty diverse range of projects. At Nokia he helped develop some of the most streamlined packaging in the world, he created a hack team to disrupt the corporate drone of powerpoint, produced mobile services for pregnant women in Africa and pioneered lighting behavior for millions of phones. For the last four years he has been key to establishing ustwo as the UKs best digital product studio, with 180 people globally in London, New York and Sweden, while also successfully building education initiatives, curriculums and courses on the back of the IncludeDesign campaign which launched in 2013. He now works independently on projects and is currently focusing on his work around Closure Experiences.