As sustainability becomes one of the critical topics of our times, organisations seek guidance on feasible and pragmatic ways to implement the same. To reduce the know-do gap, the thesis collaboration between Livework and the Technical University of Delft explores the problem statement: How can we use Livework’s service architecture approach for organisational change for customer-centricity (CC) for Sustainable futures (SF)? Empirical research and semi-structured qualitative interviews focus on two main areas of focus: 1. Livework’s service architecture approach; and 2. Sustainable futures. The results and findings of the interviews with Livework employees, their clients and five sustainability leaders in organisations led to defining a vision for Livework and a set of goals and objectives. To make the vision a reality a roadmap is designed. Turning the vision into action, the tool workshop: organisation as a garden is designed. The workshop imagines an organisation like a garden, where the soil a.k.a the core of the business has to thrive with a network of nurturers and influencers. Using this tool in a collaborative manner with organisations, Livework learns about their mindset, pain points and scope a plan of action to enable them to think in regenerative and thriving systems.

For this thesis, the focus is on aQysta’s Barsha pump. aQysta is a Dutch start-up that develops hydro- powered water pumps for irrigation purposes. The Barsha pump uses the kinetic energy of water flowing through rivers to pump water to smallholder farmland for irrigation. The pump requires no external power source and all the energy required comes directly from the flow of the river. It is therefore a highly sustainable alternative to the currently used pumps, using fuel or diesel as a power source. These traditional pumps create greenhouse gas emissions and high operating costs for farmers. The aim of this thesis is to research and design a Product Service System (PSS) around the Barsha pump. Through a thorough desk research, threats and opportunities for the business model were identified. The main complication was identified to be the fact that farmers do not have a desire to use a sustainable pump if the investment costs are high. Therefore, the PSS should solve this matter by making it more affordable for farmers to buy such a pump. As there are no operational costs when using the Barsha, the PSS can focus purely on the overcoming the high initial costs.

Additionally, the opportunity of implementing a PSS for the Barsha pump was critically analysed. The attitude of the customers towards the service system as well as the simplicity of the service system are critical. If the system is too complicated, farmers are reluctant to use this and the chance of aQysta implementing it reduces significantly. Furthermore, the governmental subsidies for agriculture should be taken into account as this is a great opportunity to overcome the high initial costs. However, these subsidies also create a threat as they cause the farmers to be conceited and no longer willing to pay for any form of service or product.

Fieldwork was performed locally in Nepal to gather data and experiences from the different stakeholders: farmers, the government and possible partners. By communicating with people locally, further opportunities and complications were identified. It was verified that farmers are in great need of financial support for covering the upfront costs. Furthermore, it was identified that the farmers desire training about farming and need a connection with the market. A good designed PSS could help by delivering this.

The fieldwork determined the feasibility of a PSS for the Barsha pump and with the gained knowledge two designs were made. The concept design, Barsha Basecamp was validated by aQysta out of which the final design: Barsha Summit derived. A result-oriented PSS, where aQysta is responsible for the whole value chain and offers farmers a guaranteed income.

The conclusion of this thesis is that the ideal PSS, which is one that makes profit and creates impact on society, does not exist for this case. Also, too many variables exist which makes it too complex to stick to only one business model. The final design for this thesis is a sustainable business model that works well in theory, but it is yet to be determined whether it will work in practise as well.