Sustainable Service Design meta-scenario for take-it-back services on white-good appliances

Abstract

Changing consumer behavior regarding the proper disposal of household appliances by designing a meta-scenario proposition for a take-it-back service, that generates value in the interaction between consumers, manufacturers and different stakeholders of electrical and electronic equipment companies, is the initial challenge of this article. It reveals an investigation into this current problem, and details the development process of the service by using Internet of Things (IoT) sensors integrated into a collaborative digital platform designed for Electrolux Brasil. The research and development of the proposal focused on promoting transparency for consumers throughout the service and seeks to meet the three sustainability dimensions. The methodology adopted for the research uses a systematic literature review combined with a range of service design tools. It begins with the comprehensive elucidation of reverse logistics and its combination with emerging technologies. Service Design tools such as Focus Group, Card Sorting, Tomorrow’s Headlines, and Storyboard were carefully exploited, serving the dual purpose of deepening the dilemma and fostering the ideation process. The implications of emerging technologies as an axis of the proposed meta-scenario are consistent with the transformation of consumer behavior; it enhances consumer decision-making by emphasizing its role as a catalyst towards sustainability.