The global environmental issues are becoming more and more pressing. These issues ask for not only changes on a product-level but also on a system-level (Ceshin, 2013). One of the potential solutions can be to facilitate more sustainable consumption. Sustainable consumption patterns can potentially be created by product-service systems (PSSs). PSSs enable “sale-of-use” instead of “sale-of-product” so these systems satisfy consumers through the delivery of functions instead of products. Unfortunately, the adoption of PSSs is still limited. Because PSSs are often radical innovations, they challenge existing consumers’ habits (cultural barriers), companies’ organizations (corporate barriers) and regulative frameworks (regulative barriers) (UNEP, 2002; Mont, 2002; Tukker and Tischner, 2006). In combination with that in literature little attention is committed to understand how the process of diffusion takes place (Tukker and Tischner, 2006; Baines et al., 2007). Additionally, there is a shortage of empirical studies focusing on the consumers’ perspective (Mont and Plepys, 2003). Therefore, the purpose of this thesis is to find consumer’s motivational factors, by studying three PSS cases. The PSS cases are bike-sharing systems (BSSs): OV-fiets, Swapfiets and Mobike. The findings support a deeper understanding and stimulation of PSS adoption. The research is carried out in a qualitative manner, eight semi-structured interviews with experts (who work at the analysed BSSs) and consumers (who uses two or more of the analysed BSSs) are conducted. The gathered data is analysed with the grounded theory (Charmaz, 2007) and diffusion of innovation (DOI) theory (Rogers, 2003). This resulted in twenty-four motivational factors categorized by Rogers (2003) five innovation attributes: relative advantage, compatibility, complexity, trialability, and observability. An overview can be found in Table 7 on page 51. The research results indicate motivational drivers for consumers which can potentially increase the rate of adoption of BSSs. A new concept is created to illustrate possible design solutions to strengthen a selection of the consumer’s motivational factors. Additionally, the new concept demonstrates a promising future-oriented scenario for electrical BSSs. The new concept: Breeze aims to postpone or replace car ownership. To conclude, the findings raised in this thesis provide a deeper understanding of the consumers’ perspective on BSSs. The findings suggest what factors are more important to stimulate the rate of adoption. For future research, it is a useful base for a quantitative study to validate consumer’s motivational drivers to use a BSS in the Netherlands. The research findings are also a useful source for a more in-depth research about mobility PSSs in general.

Due to emerging climate concerns, a growing pressure is put on the fashion industry to adopt circular business models which encourage sustainable usage of clothing. The clothing supply chain is currently both complicated and polluting. Paired with rising quantities of clothing sales, technological solutions will only temporarily tackle the symptoms of a deeply rooted issue, namely mass-consumerism and underutilisation. How can fashion companies encourage consumers to use their current clothes more often whilst consuming less, in a way that’s also attractive from a business perspective? This project investigates the behavioural implications of creating such a sustainable clothing service. Research is conducted in the context of King Louie: a Dutch, vintage-inspired womenswear brand. In-depth interviews and surveys focussing on women around their 30s have revealed the following: - Clothes can be appreciated due to functional needs (practical value or monetary/material value) or psychological needs (the value of self-expression, social levelling, having a hobby or aesthetics). - Most women reorganise their wardrobe bi-anually; this makes them reflect on clothes. - Friends and relatives can highly influence how clothes are valued and when new clothes are sought. For most of these women, having and using clothes is part of a hobby and their identity, which increases the desire to own more clothes. These ‘Experiential clothing users’ would benefit from a clothing service that renews their clothes’ self-expression value through a social, qualitative experience... starting with a wardrobe re-organisation. Based on this, Re:Create was developed: a digital wardrobe and peer-to-peer styling app. This service was designed by using an interdisciplinary method, combining service design with behavioural science (using the Behaviour Change Wheel approach). The behavioural science behind Re:Create focusses on the use of ‘Persuasion’, Modelling’ and ‘Training’. Furthermore, it taps into women’s sense of identity and takes them on an emotional self-discovery journey that emphasises on the value of self-expression. The sustainability vision behind Re:Create is that women can ‘shop in their own wardrobe’ before purchasing something new; this stimulates product-life extension and the reduction of consumption. If ‘new’ garments are needed, Re:Create’s second-hand webshop encourages re-using someone else’s clothes as a means of collective product-life extension. The business value of Re:Create is that it helps a cluster of high-quality, sustainable brands gain brand exposure and possibly meet new consumer segments through its ‘network effect’. In the future, revenue from a self-controlled second-hand market can elevate circular business model implications. Testing the behavioural principles of Re:Create reveals that the app can indeed be an enjoyable and valuable service. Participants learned to re-value clothes they hadn’t worn in a while, by matching them in a different way. Although digitalising one’s wardrobe requires effort, women were willing to do this again in retrospect because the experience with Peer Stylists has given them a new perspective on their own wardrobe. From a business and sustainability point of view, more research must be done in terms of viable partnerships that could help raise Re:Create to a fully sustainable yet financially-attractive level.

This report focuses on the start-up company HOMIE B.V. (hereinafter refered to as “HOMIE”). HOMIE is a household appliance company, currently focused on washing machines, that provides its products through a pay-per-use model. Here the customer does not buy the product, but only pays a small fee for each time that the product is used. Through this model, HOMIE aims to generate sustainable customer behaviour. The customer is motivated by the payment system to wash less often. Addtionally, HOMIE asks different prices for different washing temperatures, and the company provides customers with feedback mailings, all to motivate sustainable washing. The aim of this project was to answer two main research questions: To what extent is HOMIE already creating sustainable customer behaviour through the currently implemented design interventions? How does the environmental impact compare to average washing machine use, and what level of change is reached through the current interventions? Which design solutions can provide the best results in terms of environmental impact, customer satisfaction and business viability? Which design and business model solutions can provide the best results for creating the sustainable customer behaviour interventions? To answer the first question, a literature review was conducted to understand what sustainability entails in the case of washing machines, and which factors influence it. Nationwide washing data was then collected, and compared through statistical analysis to the washing data of HOMIE customers. Although the monthly mailings did not have a statistically siginificant effect on the washing behaviour, there was still a statistically significant difference between certain washing behaviour aspects of HOMIE customers and the national averages. Gaining the necessary insights for the second research question also started with a literature review, aimed at understanding the relevance of customer behaviour to the environmental impact of washing machine use. The literature review also explored existing research on the topic of how to change customer behaviour, as a foundation for developing new solutions. An internal analysis of HOMIE as a company, and an external analysis of the competitive landscape were conducted to understand the strategic environment in which new concepts would have to be released. A series of interviews was used as additional research to understand users’ current washing behaviour. New concepts were then developed in an idea generation process, and one of these was chosen to be explored further. Using questionnaires, the concept was evaluated in regard to some of the most important criteria that were established for this project. After this, the concept was improved using outcomes from the questionnaire, after which the concept was evaluated again. All in all, the project provides an insight into the effects of the business model HOMIE uses to generate sustainable washing behaviour, and also delivers new solutions aimed at maximising value for creating environmental impact improvement, for delivering customer value and for creating business value.