In a predominantly linear economy, premature replacement of consumer electronics accelerates CO₂ emissions, resource scarcity, e-waste, and pollution. Focusing on vacuum cleaners as high-volume small appliances, this project uses consumer behaviour factors as a leverage point to design digital interventions that motivate consumers to repair.

The project, commissioned by Techniek Nederland, operates at the intersection of industry networks and academic research, serving as a bridge between several nationwide initiatives.

Activties were guided by the main research question (RQ): How can a repair platform address consumer needs, integrate stakeholder roles, and improve diagnostics in electronics repair to motivate repair practices?

Five sub-questions further explore category-specific repair challenges, critical consumer behavioural factors, diagnostics journeys, stakeholder dynamics, and intervention prioritisation.

To answer these questions, a mixed-method design approach was employed, combining literature review, expert interviews, product analysis, consumer research, and benchmarking of existing platforms. Insights from these activities were translated into a design vision, objectives and criteria. These informed further ideation workshops, concept development, and platform interventions, which were iteratively refined against the evaluation criteria.
The main outcomes of the project are twofold:
- A research-grounded set of design criteria for professional repair platforms, serving as a reference to inform digital interventions in the repair domain.
- A final platform concept spanning two horizons: a near-term Repair Prompt Studio enabling consumers to build diagnostic prompts and use for external AI tools, and a longer-term RepAIr Platform centralising repair data, adapting diagnostic pathways, and integrating solutions.

The design was evaluated through a user testing and consolidated into a strategic roadmap, outlining actionable steps toward the project’s overarching vision of creating a cultural shift towards repair willingness.

This thesis connects theoretical insights from consumer behaviour research with tangible digital interventions, providing industry stakeholders with actionable tools to enhance current repair practices.

Cosmetic obsolescence, characterised by visible wear that diminishes a product’s perceived value, contributes to premature replacement. While material ageing can add to a product’s identity, practical guidance for designing products that age gracefully is lacking. This project focuses on how designers can use ageing and changing materials to stimulate product retention.

A research-through-design approach was employed. The literature on replacement behaviour and perceptions of material ageing was combined with user research and an observational study of worn headphones to form key takeaways. These takeaways guided ideation and prototyping for headphones that age gracefully. Design directions were generalised into early strategy principles and refined through an expert session, a creative session, and coach meetings. The scope of this project is limited to cosmetic obsolescence; functional strategies, such as modularity and repair, are excluded.

The resulting Design Toolkit for Gracefully Ageing Products supports designers in addressing cosmetic obsolescence. It presents four strategies: Prevent (protect against wear), Heal (enable maintenance), Hide (camouflage wear), and Show (highlight wear as a value).

The final concept demonstrates the toolkit and integrates the four strategies into a coherent design called Scratch Art. The concept focuses on Show: A black coating wears away to reveal coloured scratches, redefining the perception of wear in plastic. It prevents dirt buildup at the cup-headband connection through a connection design that reduces dirt accumulation. It heals through washable cushions that restore cleanliness. Lastly, it hides dirt with a patterned mesh that visually masks stains.

The growing problem of electronic waste and smartphone hibernation presents a critical challenge to sustainability efforts in the telecom industry, particularly due to the loss of critical raw materials. While many consumers express environmental concerns, their behaviour often does not reflect these concerns, especially when it comes to returning old smartphones. This graduation project explores how to bridge the gap between consumer intention and sustainable action, with a specific focus on improving KPN’s trade-in system.

The project shows that many consumers keep unused smartphones at home, often due to emotional attachment, concerns about data security, and unclear or inconvenient return processes. Although trade-in programs are available, participation remains low because consumers see little value in them and the systems lack visibility. Additionally, the current systems are focused mainly on short-term financial gain, without creating meaningful or lasting improvements in return habits. To address these challenges, the project uses a strategic product design approach that improves the return experience by increasing convenience, trust, and clarity.

Through extensive market, empirical and consumer research, including literature reviews, surveys and expert interviews, the project highlights a significant “attitude–behaviour gap.” To close this gap, a multifaceted design strategy has been created. Focusing on making divestment intuitive, trustworthy, and rewarding.

The final design strategy is delivered as a technical roadmap and presents three horizons:

Horizon 1 introduces a rebranded return program, including optimised return and repair logistics. The program focuses on accessibility, emotional reassurance, and increased visibility through physical touch points and media channels.
Horizon 2 uses AI and customer data to personalise customer journeys, providing real-time insights, feedback, personalised nudging and tangible impact to encourage sustainable actions at key moments.
Horizon 3 proposes a shift from an ownership toward an access-based model in which KPN gets ownership of devices. This shift is able to provide fully managed device lifecycles and ensure end-of-life returns. This access-based model is can provide circular use cycles through refurbishment and recycling.

This multifaceted strategy supports sustainable operations and aligns with KPN’s sustainability goals. By shifting mindsets and facilitating habit formation, it contributes to long-term behavioural change and an industry transformation. The strategy encourages consumers to see smartphone return not as a barrier, but as a meaningful and socially responsible action, motivating higher return rates, reduced e-waste, and a more circular economy.

This is the link to my showcase website: https://fienvangool.jimdosite.com/

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.

Small household appliances (SHA) are a major part of e-waste, yet many repairable devices still get discarded. This study looks at why consumers—especially 18-34-year-olds with higher education—aren’t repairing their stuff. Using Social Practice Theory (SPT), it breaks repair down into three parts: images (social norms and emotions), stuff (tools, product design, and spare parts), and skills (repair know-how).

Research shows that while many people are willing to repair, they see it as too hard, time-consuming, or simply not worth it. They lack the right tools, struggle with fault diagnosis, and don’t know where to start. Manufacturers set consumers at a disadvantage, making repairs harder with proprietary parts and poor access to manuals.

To address these issues, a design intervention was developed that seeks to lower psychological and practical barriers to repair. This intervention includes a service model that provides structured fault diagnosis strategies, essential tools, and guidance to consumers. The goal is to make repair more accessible, engaging, and socially accepted within the target demographic. The proposed solution was evaluated based on feasibility, user acceptance, and potential impact on repair behavior. Results suggest that interventions combining practical support with social reinforcement can significantly increase repair engagement.

This research contributes to the broader discussion on sustainable consumer behavior and circular economy principles by demonstrating how design strategies can influence repair propensity. Future studies could further explore policy implications, industry cooperation, and scalable interventions to enhance consumer participation in repair practices.

This project addresses the question of how Philips can design and implement an effective divestment experience for Sonicare electric toothbrushes to facilitate and enhance practices in formal collection. Using practice theory as a guiding framework, with practice-oriented design methods as actionable steps, this project explores the divestment of electric toothbrushes as a target practice.

The process began with literature and desk research to understand the broader context, followed by a deep dive into the target practice through historic career analysis, exploration of Philips’ current practices, competitor landscape, and in-depth interviews. Mapping the target practice revealed opportunities for reconfiguration, which were then explored through co-creation sessions with electric toothbrush consumers.

The design concept evolved through one exploration phase and two ideation phases, incorporating consumer feedback at the later stage. The final concept proposes a Philips take-back service consisting of three key intervention stages: Inform & Trigger, Facilitate & Support, and Acknowledge.

The interventions work to reshape the practice of divesting from electric toothbrushes, integrate divestment into the early stages of the purchase and use phases. They ensure that information is provided across multiple touchpoints, collection is facilitated through specially designed packaging and waste storage bags, and consumers’ contributions are acknowledged. This holistic approach aims to make divestment an integrated and rewarding experience, encouraging sustainable behavior through design.

This thesis explores the application of Emotional Durability to Personal Audio Devices (PADs), specifically focusing on speakers, with the aim of fostering irreplaceable emotional bonds between owner and product. In response to the environmental challenges posed by excessive and premature e-waste generation, the project combines strategies from emotional product attachment with interaction design to engage users and devices, strengthening their relationship.

Following a user-centered research phase aimed at understanding what made the interaction with analog music players meaningful, as well as how the experience of using modern speakers unfolds, key strategies of Design for Emotional Durability were identified. Two main directions emerges: self-expression through visualisation and participation to elevate the ritual, which were conceptualised into two proposals through a participatory design approach.

The final concept, LEVELS OF INSTANTS, builds on a real-case model and introduces a serie of interventions aligned with both directions. Through the user’s direct involvement, the speaker visually reflects their listening habits, evolving and adapting throughout their journey together. Validation with users demonstrates its potential for implementation, and opens the door to considering the role of hybrid user experiences in cultivating long-lasting attachment with physical devices.

As packaging waste continues to pollute the environment, moving away from single-use packaging is no longer optional but a necessity. Reusable packaging systems (RPSs) have emerged as a promising solution to reduce the waste generated by everyday consumption. Yet, consumer acceptance and long-term adoption remain significant challenges. This dissertation takes a consumer-centred perspective, exploring what motivates and hinders consumers from choosing RPSs over single-use packaging, which strategies can encourage sustained use, and how design can foster future innovation in this field.

As Autonomous Vehicles (AVs) remove the human driver from road interactions, external Human-Machine Interfaces (eHMIs) become essential for communicating with human road users (HRUs). This dissertation investigates how cultural differences and branding affect eHMI design, understanding, and effectiveness.

Through cross-cultural studies in China, Germany, and the U.S., it identifies universal preferences (e.g., for displays) alongside culture-specific expectations and responses. Findings support a modular, multi-modal eHMI system that combines a universal hardware base with culturally adaptive software to tailor message content and delivery. Symbol-based visuals and egocentric perspectives enhance clarity, while light, context-sensitive branding may be acceptable in non-critical scenarios. This research offers a scalable, culturally aware framework for AV communication that enhances safety, trust, and global usability.

The fast fashion industry faces critical challenges by overconsumption and overproduction driven by high demand, coupled with a lack of transparency in supply chains for many brands. This gap in transparency has led to limited consumer awareness regarding the environmental and ethical consequences of their clothing purchases. This research explores the potential of generative visual art in raising consumer awareness and changing perceptions within fast fashion stores. It serves as a proof of concept to test the impact of AI-generated visual art on engaging consumers, evoking emotional responses, and shifting mindsets related to overconsumption. The project utilized theories from related works and elements from the Vision in Product (ViP) framework to develop a concept, which was tested through two experimental studies. In the pre-study, with evaluating the effectiveness of various aesthetic combinations of AI-generated images, among 111 participants, black-and-white, zoom-in compositions were found most effective in capturing attention and sparking reflection on fast fashion. The main study, comparing AI-generated images with traditional visuals, dividing participants into control and treatment groups, involved 254 participants. The results showed that AI-generated images had a statistically significant impact, with mean scores on attention, cognitive engagement, and behavioral change exceeding those of traditional images by 13.94% and 7.33%. One AI-generated image, depicting a critical fashion scenario of over disposal, stood out by driving significant cognitive engagement and behavioral change. These findings underscore the transformative potential of AI-generated visual art in enhancing consumer awareness and driving change within the fashion industry. By employing creative and impactful visual strategies, it is possible to foster greater consumer perception, disrupt the cycle of overconsumption, and promote more sustainable fashion practices.

Recognising their environmental impact despite ongoing circular-economy practices, Philips seeks ways to extend the lifespan of their products to reduce such loss of value at the end life of their products. This project explores the concept of Emotional Durability as a user-centred approach to sustainable product design, specifically within the context of Philips Personal Care's grooming devices. Emotional Durability refers to the ability of a product to create a long-lasting bond with its owner, fostering a desire to keep and use it for longer.
Grooming devices provide an ideal testing ground for this concept of Emotional Durability due to their context of use. Their highly frequent and recurrent use, the intimate relationship to their owners’ inner self, and their long lifespan make these devices particularly suitable to form a durable emotional connection with their users. The research aims to bridge this gap between long-lasting products and consumer behaviour through interaction and product experience design.
The project employs a participatory design approach, engaging users in the research, ideation, and evaluation stages to inform the development of design interventions aimed at fostering emotional connections between users and their grooming devices. The final intervention, All-about-One, employs engaging, personal, non-transferable, and functional interactions, found to be essential qualities for instilling Emotional Durability.
This thesis offers valuable insights and practical guidelines for the effective implementation of Emotional Durability in grooming devices, underpinned by a robust research-through-design approach.
The research findings hold potential for broader applications of Emotional Durability across other durable product categories, contributing to the growing relevance of Emotional Durability and providing actionable insights for design practitioners, researchers, and the consumer durables industry.

Smartphones are the most widely used electronic devices globally, producing vast amounts of CO2 emissions and contributing significantly to e-waste when they end up in landfills. Extending their lifespan by encouraging repairs can mitigate these environmental impacts. However, users often show resistance to repairing their devices due to a lack of knowledge about the specific issues. The barrier to diagnose a smartphone is too high. This thesis explores the design of a smartphone diagnostic tool that guides users to accurately diagnose common hardware problems in the Fairphone 3.
The four most common hardware faults in nonresponsive smartphones are issues with the screen, battery, charging port, and motherboard. A testing workflow was developed to detect these faults using an elimination approach, using testing points on the phone’s accessible battery and battery terminal. This method requires minimal disassembly and is integrated into a functional testing device compatible with the Fairphone 3.
The proposed design encourages repair behaviour through an interactive interface that effectively communicates diagnostic steps. It combines video and textual instructions to guide users through the process, motivating them to continue and directing them to subsequent repair actions.
Additionally, the device is designed to be shareable, available in public spaces such as libraries or maker spaces, which enhances accessibility and removes the need to purchase it for single use.
Furthermore, the potential for generalizing the diagnostic device to work with other smartphone models is discussed, broadening the design’s applicability and impact.
This thesis contributes to the field by combining a simple and efficient diagnostic workflow with consumer behaviour insights in a single testing device. It enables users to diagnose their phones with minimal effort, knowledge, and time, increasing their sense of competence and safety.

Keywords: Smartphone diagnosis, Consumer behaviour, Product design, Repair

Overconsumption plays a big part in the current environmental crisis, making a shift towards sufficient consumption imperative. Since overconsumption is often a habit, triggering a stop and re-think process in the consumers' minds may be the way for reduction. Societal norms, proven effective for behaviour change, could disrupt consumption habits by combining a static (present norm) and dynamic (how the norm is changing) norm. This thesis explores the impact of combining sustainable and unsustainable framings of static and dynamic norms on consumer behaviour. A laboratory study exposed participants to four norm combinations before engaging in a shopping task. No significant differences emerged in the number of items selected or the time spent shopping across groups. However, a marginally significant interaction effect hinted at the potential influence of combined static and dynamic norms: participants selected the most items with two matching sustainable norms and the least with matching unsustainable norms. Notably, upon removing older participants from the data, this interaction effect disappeared and the effect of the dynamic norm became significant. Unsustainable norms triggered significantly higher negative emotions than sustainable ones, while sustainable norms elicited significantly higher positive emotions. Yet, neither significantly mediated the relationship between static and dynamic norms and item selection. These findings are relevant for marketeers and (communication) designers of companies seeking to engage in demarketing or government agencies promoting sufficient consumption. These results can lay the foundation for more extensive research into this combination of static and dynamic norms, which could be used to make stronger messages to promote both sufficient consumption and other sustainable behaviour.

This Design for Interaction master thesis is focussed on the development of a design intervention to encourage consumer behaviour towards DIY repair and upgrading of furniture. The project was carried out in collaboration with the Behaviour Insights Team of the Ministry of Infrastructure and Water Management and Het Groene Brein.

Problem background:
Furniture is a product category which causes a large environmental impact due to the materials they contain and consumers’ current replacement behaviour. In the Netherlands, over half of the large amount of disposed furniture pieces have not reaching the end of their lifespan (Koch & Vringer, 2023). Increasing repair and upgrading behaviour can extend the life of damaged or undesired furniture pieces and thereby reduce environmental impact.

Research & design goal:
Literature research, generative sessions, a survey and expert interviews were used to determine how a design intervention can most effectively contribute to the desired behaviour change. It was concluded that the design should support 18-35 aged, high income, high education consumers, living in the big cities, to ...

1. … make a plan with a desired outcome for ...
2. … together perform ...

... DIY repair and/or upgrade activities for furniture from the low/medium priced segment made from wood and/or textile and foam in 2024.


Design proposal:
The outcome of this master thesis is a design intervention named ‘Opknappers,’ a proposal for Intergamma (the umbrella organization of Karwei and Gamma). The proposal includes DIY cards and an exposition showcasing and explaining repair/upgrade possibilities in the physical shops. Additionally, a concept for the Opknappers app has been developed, which allows consumers to visualise upgrade options for their own furniture. Finally, a plan was made for using Intergamma’s websites and social media to support consumers in the DIY process. The final design was evaluated with customers and employees of Intergamma, and final improvements and recommendations were made.

Our production and consumption patterns of electronic products exceed the limits of what one planet can handle. Prolonging product lifetimes decreases the value losses caused by the destruction of existing products and lowers the amount of e-waste. Repair is an impactful strategy to tackle the issues associated with the production and consumption of electronic products. However, most discarded products are never repaired during their lifetime. Literature proposed several design for repair strategies, predominantly from a technical (engineering) perspective. However, a technically repairable design may not automatically result in repair behavior. Consumers and their behavior play a key role in prolonging the lifetimes of our daily used products.

The objective of this thesis is to explore the role of design in stimulating consumers to extending product lifetimes via repair. A consumer perspective investigates why consumers decide to prematurely replace products and their barriers towards repair. Design and marketing strategies to stimulate repair (e.g., support in failure diagnosis, modularity, and lifetime labels) are identified from literature. The effectiveness, boundaries and the required conditions of these strategies are tested in several empirical studies. They showed that high perceived repair self-efficacy, explicit cues guiding the repair act, and specific information about product’s reliability and upgradeability can increase consumers’ repair intentions.

By adopting a consumer-centric approach, this thesis offers contributions to design research on product lifetime extension and repair. However, creating a repairing society is not solely a consumer’s responsibility. One should realize that product lifetime extension requires a shift in current industry practice and businesses organization, as well as the design of appropriate policies. Therefore, a systemic approach and cooperation between all involved stakeholders is required. Designers, researchers and policymakers can use our insights to stimulate much-needed consumer repair practices of (electronic) products within a circular economy.

This graduation project focuses on the problem of solid waste, specifically passenger waste at Schiphol Airport. The project aimed to enhance passenger separation behaviour to reduce the amount of residual waste that would be incinerated.

The project began by exploring the FF3 bin's context, including its attributes, pilot tests, waste mapping, and user ecosystem. Design conclusions were drawn to align bin elements with Dutch recycling standards, enhance signage visibility, accommodate waste types, prioritize separation, and consider user perspectives. Insights were gained through stakeholder interviews, observations, and engagements with relevant organizations like airports and bin manufacturers. Design adjustments included organic waste separation, cultural diversity accommodation, and communication enhancement. Behavioural analysis using the FOGG model led to strategies for improved separation ability and motivation, accounting for cultural differences. These conclusions formed the problem statement, which could be translated into a roadmap. The roadmap guides actions to enhance waste separation ability and motivation. The iterative design process utilized this foundation, leading to the 'Time To Waste' proposal integrating an FF3 bin skin, campaign, and projectors. This project offered Schiphol insights into how to tackle its zero waste and circular goals, along with a strategic plan for others to achieve similar objectives.

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.

This master thesis shows the research and design to tackle overconsumption of products within the context of recreational shopping practices in city centres. Thereby show the Ministry of Infrastructure and Water Management how they could tackle the ‘Refuse’ strategy of their Circular R-ladder, which is currently unexplored.

Why...
... this approach?

Sufficiency asks to change the way society consume
Merely relying on circular strategies is insufficient for reduce overconsumption. In order to accomplish deep emission reductions, people have to make do with less. Therefore, the focus of this thesis lies on absolute reductions of product purchases.

Practices are embedded in our everyday lives
The strategies from the Ministries National Program Circular Economy focus on product categories, but this implicitly assumes people have a need for those products, while excluding other types of products. The practice perspective shows that the ‘need’ is embedded in people’s ways of doing and if those ways change, the need can fade or shift to non-material alternatives and thereby reduce overconsumption.

... does overconsumption happen?

People like products, even more in certain circumstances
Literature research showed that people like products for multiple reasons and are influenced by the industry. A sustainability label for ‘Refuse’ won’t work and materialistic views should be tackled, especially the question: when are people materialistic?

Shopping in city centres results in unplanned purchases
Through street interviews and generative sessions with recreational shoppers, it was discovered that important elements of shopping are fueling novelty, feeling fulfilled, and bonding with a shopping companion. These are currently predominantly facilitated by the product (environments).

How?
A future perspective that involves long-term happiness
Through explorative research with stakeholder interviews and the Vision in Product approach, different futures of practices in city centres were framed of which this one showed how long-term happiness can be facilitated in the city centre.

Change orientation towards the city centre
This strategy derived from the qualitative research aims to change the current situation by changing the focus from the product environment tot the city environment.

What?
The final design, Wend, proposes a new type of practice for returning visitors in the city centre that support long-term happiness, whilst keeping it a place to achieve fulfilment, enhance bonding and fuel novelty in a low key way.
Wend offers story routes that allow people to engage in specific happiness topics and discover other perspectives together, creating a space for happiness in the current city center context, without feeling like it is a serious and effortful activity. This is achieved through:
•The storyroutes substitute the engagement with stores and instead offer multiple real-life stories of average people, which can be listend to at different points in the city.
•The activities during the route and in the app let people work on their personal happiness together, thereby improve their wellbeing and develop resilience towards materialistic tendencies.

The concepts implementation fits a bottom-up approach best, together with a municipality, and alongside more testing and validation, it could help move towards practices that support a sustainable and happier society.
A multitude of recommendations are proposed for the Ministry to tackle overconsumption that emphasize to look at practices of everyday lives, social embeddedness and long-term happiness.

This thesis explores potential causes for reduced razer blade use time, as this increases e-waste while reducing’ profit. Influenced by the upcoming energy label, impact resistance of the shaving head is deemed to negatively affect use time and strategic position. Through researching breaking behavior of the head several strategies for achieving full impact resistance are proposed, with the direction of detaching the interface legs being further explored. In the end this direction is found to not be feasible and not recommended to be researched further. However other strategies are proposed that potentially offer the razer blade an increase in impact resistance or use-time.

The sustainability adoption of sustainability practices is currently low for Small Enterprises, Freelancers and Small-Medium Enterprises (SMEs), while they must do their part to become more environmentally sustainable. SMEs are responsible for many greenhouse gas emissions emitted and as almost all companies in the Netherlands are SMEs, this presents an urgent call for change. However, many SMEs are not prioritising sustainability which is not without cause. Many limitations within SMEs withhold them from taking action. The most significant hurdle for SMEs is their size which comes with limited human, financial and technical resources.

Furthermore, the same limitations result in SMEs’ lagging use of digital technologies. This lagging use of digital technologies is unfortunate because ICT can positively contribute to environmental goals if an SME uses ICT in their business. A way to improve environmental sustainability with ICT is through telecommunication (telecom).

However, there is still no broadly adopted manner in which SMEs can use current telecom technologies to be less harmful to the environment. The telecom sector is in a position where it can enable its customers to become more sustainable and reduce scope 3 downstream emissions. Nevertheless, as the role of enabler is not yet optimally utilised by telecommunication companies (telcos), customers are not yet decreasing their emissions. Therefore, there is potential for KPN to guide SMEs with their sustainability expertise to transition them towards sustainability through using telecom.

SMEs face challenges when open to adopting sustainable telecom practices. The explorative research in this thesis has shown that six different topics influence whether an SME can or is willing to adopt a sustainable telecom practice. These topics are; the right means for an online way of working, collaborative effort, education of digital sustainability, management decisions for sustainability, office building restrictions and reducing physical presence.
To enable SMEs to use their telecom more sustainably, telcos should keep these topics in mind while working towards solutions. Furthermore, elements that are valuable to SMEs to adopt sustainable telecom practices are knowledge, inspiration, community and guidance.

In this thesis, a platform is designed with which KPN can support SMEs by being the provider that connects telecom to sustainability by facilitating SME customers with inspiration, guidance and education on suited sustainable telecom practices while considering specific context challenges that SMEs face. With the platform, KPN educates its SME customers by communicating sustainability information to provide the customers with sufficient knowledge to start acting. As a result, the SME customers of KPN can be inspired to use telecom more sustainably. Furthermore, the platform includes a community of stakeholders connecting KPN to customers and customers to each other to exchange sustainability knowledge. The development of the platform allows KPN to become a partner in sustainable telecom use for SMEs.

To work towards the proposition of being a sustainability partner, KPN should prioritise sustainability in their organisation and introduce it in the SME market. To do so, KPN should educate and teach its employees about sustainable telecom practices KPN conducts. To incorporate sustainability at KPN, a new design principle is designed that communicates sustainability. The design principle summarises information about SME customer values for sustainability so it can be tested on customer journeys. With the new knowledge, the employees can prioritise sustainability more in their work, resulting in its implementation in customer journeys.