Endings matter to your business.

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.