How can a platform shift consumer behaviour towards more electronics repair?
Role
Lead Designer
Client
Techniek Nederland
Duration
7 months
Problem space
The need for a new repair experience
This project was commissioned by Techniek Nederland, the national trade association bridging industry, research, and government, to explore how a platform could shift consumer behavior toward more repair.
shrinking of electronics repair industry between 2019 and 2024 and is expected to continue declining in the next 5 years.
3.1%
tons of e-waste are generated annually in Europe.
14 mil.
of total e-waste is by small equipment, such as vacuum cleaners, constituting the largest global share.
38%
Business Objectives
Creating value across the ecosystem
Redefine the Consumer Repair Journey
Analyze and visualize current user pathways to uncover barriers, drop-off points, and behavioral insights across professional repair scenarios.
Increase Platform Conversion
Propose new digital interventions for existing national repair platforms that guide users from breakage to professional repair, improving both adoption and retention.
Strengthen the Repair Ecosystem
Bridge knowledge between research institutions, industry, and other stakeholders aligning towards a mutual ecosystem value proposition.
Solutions
Introducing AI-powered guidance in repair
To address the fragmented, data-underutilised, and one-size-fits-all nature of today's professional repair journey, the so-called RepAIr Platform was designed to support consumers and repair providers throughout the diagnostic process. By combining product information, repair knowledge, and artificial intelligence, the platform introduces the following series of interventions:
Adaptive Pathways
AI dynamically adjusts diagnostic questions based on the specific device and reported fault pattern.
Progressive Approach
The platform progressively refines its understanding, narrowing fault causes across multiple diagnostic stages.
Advisory Report
A preliminary report is generated, giving the repairer a structured summary before the device even arrives.
Repair Recommendation
The system surfaces a final repair recommendation, including parts, complexity, and expected outcomes.
Evaluation & reflection
Platform impact beyond diagnostics
Accessibility
Democratizing Repair Knowledge
"It’s bridging a knowledge gap between me, solving the problem, and the repairer"
— User
User impact
Hyper-Contextual Pathway
"I liked that it adapted to the specific issue I selected, it felt personalized and relevant."
— User
Ecosystem Value
Multi-Stakeholder Potential
“I can also see this being really useful for training new repair staff more effectively.”
— Design Consultant
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