Developing a service solution for the return of Bosch DIY drills

Abstract

This thesis explores user motivation and barriers in returning Bosch drills from the DIY Tools range, with the goal of proposing an effective return service. Stakeholder analysis, literature review, and customer research were conducted to inform the design process. The objective of this research was to identify key factors influencing the development of the return service. Stakeholder analysis and meetings with the company provided insights into major stakeholders, including the company, legal regulations, customers, and the environment. A literature review revealed pain points in reverse logistics and guided the selection of a behavioral model. Extensive customer research was conducted to understand the customer perspective on EOU reverse logistics. Design guidelines were formulated based on these findings. The stakeholder analysis emphasized the importance of satisfying all major stakeholders for the success of the return service. The literature review identified pain points in reverse logistics and highlighted the significance of incorporating behavioral change elements. Customer research underscored the pivotal role of customers in the success of the return service. Based on these findings, design guidelines were established, such as designing a comprehensive solution that integrates data from various consumption stages, utilizing the same data carrier as a touchpoint, and simplifying the return process while enhancing customer motivation. Motivational elements, particularly emphasizing the sustainability aspect, were identified to encourage customers to choose the return service. The research led to the development of the QR code solution, an integral approach that offers easy accessibility for customers, incorporates multiple customer stages, and collects usage data for reverse logistics purposes. This solution not only benefits customers but also has the potential to streamline post-return processing. Additionally, the proposed return service aligns with potential future legal requirements regarding the digital product passport. This thesis provides valuable insights into user motivation and barriers to returning Bosch drills, resulting in a suggested return service. The research findings inform design guidelines for creating an effective and usercentric return process, ensuring stakeholder satisfaction and promoting sustainability in reverse logistics. The proposed QR code solution offers an accessible and data-driven approach, while also preparing for potential future regulatory requirements.