Valuable resources are discarded on a daily basis, in the form of home furniture. Tonnes of prematurely disposed, functional and repairable furniture is often destined for landfill or incineration, with small proportions recycled. The emergent sustainability needs of the planet, and changing policies for repair of consumer products, drives the home furnishing company IKEA to explore repair as a circular strategy to enable prolonging the life of IKEA furniture. This project explores the context of repair at IKEA and is focused on the use-life of furniture, in people’s home.

Linear models aimed at profit making from the sale of new furniture, have so far prevented exploration of repair in IKEA stores. Subsequently leading to lacking visibility, knowledge, competencies, and resources for repair. While interventions are now being explored, in the form of tests and few examples at IKEA globally, channels for exchange of knowledge and service to customers are limited or yet to be developed.
In terms of customer behaviour for repair various values associated to furniture, from functional, aesthetic, emotional, material, and social, motivate customers to repair their home furniture. Yet highly person and product dependent and oftentimes limited perceived ability, in terms of knowledge, skills and resources for repair of home furniture, prevents people of taking any actions for repair. Furthermore, missing triggers, especially in the face of easily available and affordable new furniture, and high effort, low impact perception of repair leads people to replace rather than repair their furniture.

A participatory approach to include various perspectives relevant for repair, guided the research + design project. Desk research, interviews, front days, and co-creation with various stakeholders from IKEA helped identify the context of repair at IKEA NL. In terms of the infrastructural capacities, shortcomings, and subsequent opportunities for customer-end repair interventions by IKEA. Customer insights were gathered from desk research and further explored through interviews, survey, and co-creation sessions. Pain points, challenges and needs identified for distinct customer personas, enabled conceptualisation and prototyping of repair interventions to prolong the life of IKEA furniture.

Within the scope of this project, customer challenges of missing awareness of resources and overwhelming options for repair were explored alongside their needs for a sense of preparedness, advice, and guidance for repair of home furniture. In-store repair and refurbish activities for customers were explored as prototypes in collaboration with external experts to mitigate the limited repair resources and competencies in the store. The activities explored repair as a creative and social process. These were proposed to inspire, motivate, and enable customers to add value to their IKEA furniture. Creatively repaired products, demonstrations, hands-on engagement, and advice from experts were evaluated to investigate customer experience and desirability of the workshops.

While customer experience was positive and desirability for future workshops was high, yet there is low scope of feasibly and viably operating the workshops in their current format. Prominent challenges included limited dedicated space for and exploration of creative repairs and repaired products for inspiration, as well as many interdependent systems, especially in case of customer engagement and. The prototype workshops revealed a need to develop infrastructure, knowledge and products that are creatively repaired, prior to engaging with customers for knowledge exchange.

An alternate model of in-store repair and refurbish of IKEA furniture is proposed as future recommendation in the form of a visible creative repair hub, hosted by external experts. To enable development of a range of creatively repaired furniture for sale and inspiration, thereby preventing the waste of abundant damaged furniture from showroom and customer returns. A local repair hub in-store and expert collaborations also offer the opportunity to cater to customer repair requests in-stores, or referral to at-home services.