This graduation project explores how ATAG can encourage more self-repair among its dishwasher users by designing interventions that increase willingness to repair. Despite the growing urgency of sustainability and circular product use, many consumers still choose to replace rather than repair broken appliances, often due to motivational and practical barriers. The goal of this project was to develop practical, design-driven solutions that help overcome these barriers and support consumers in completing successful self-repairs.

The project began with an extensive literature review, revealing that the decision to repair is not made in a single moment but is influenced by a range of factors throughout the entire repair journey. Key psychological and behavioural models, such as the Theory of Planned Behaviour and the Fogg Behaviour Model, were used to identify opportunities for intervention. These insights were complemented by field research, including interviews with ATAG service mechanics and context exploration, to better understand the real-world repair context and consumer behaviour.

Three distinct intervention moments were defined: changing the replacement mindset before a failure occurs, supporting users during fault diagnosis, and guiding them through the actual repair. Based on these moments, three design concepts were developed: a calendar that subtly encourages repair thinking, a structured digital fault diagnosis tool, and IRIS, a voice-guided AI repair assistant. Each concept was prototyped and tested in an iterative process to assess usability, effectiveness, and alignment with the intended interaction qualities. The repair instruction concept was chosen for further development and a second evaluation round to provide ATAG with a more refined concept.

The results showed that consumers appreciated personalised and well-structured support, particularly regarding fault diagnosis and real-time repair guidance. While the calendar proved helpful in raising awareness, users emphasised the significance of visual appeal and contextual relevance. The AI assistant concept, IRIS, was well-received for its conversational and reassuring guidance, although technical complexity and feasibility were noted as challenges for future implementation.

Ultimately, the project demonstrates that ATAG can actively contribute to making repair more accessible for its user base. By empowering users with timely prompts, guided tools, and smart assistance, ATAG can shift its service model towards one that promotes user autonomy and supports product longevity. The findings and concepts presented in this report lay the groundwork for further development and integration of consumer-focused repair solutions in the company’s service ecosystem.