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Amsterdam Business School Amsterdam Business School

Boosting Repairs: How Fault Diagnosis Can Encourage Consumers to Fix Electronics

Current production and consumption of electronics harm the environment. Extending product lifetimes through repair offers a solution. But just because a product can be repaired doesn’t mean users will do it. We explored how easy fault diagnosis can foster a repair mentality, increasing users' intention to fix their devices.
Ruth Mugge (photo: Kirsten van Santen)

What Did You Want to Know?

We wanted to understand if making fault diagnosis easier would boost users' willingness to repair their electronics. Specifically, we examined if indicating faults clearly on the product could enhance a user's confidence and desire to attempt repairs.

What Did You Find Out?

Through three experiments, we found that users were significantly more willing to repair their electronics when faults were clearly indicated. This increase in repair willingness was linked to higher perceived self-efficacy, or a ‘can-do’ attitude. However, this effect was mainly observed in products that users were less likely to take to professionals for repairs.

What Does This Mean?

To promote the repair of consumer electronics, manufacturers should design products with built-in fault diagnosis for common issues. Additionally, policymakers should ensure future regulations and programs emphasize the importance of clear fault diagnosis to enhance repair rates among users. This approach can help reduce the environmental impact of electronics.

Where can I read more?

Van den Berge, R., Magnier, L., & Mugge, R. (2023). Sparking the Repair “Can-Do” Attitude: Enhancing Users’ Willingness to Repair through Design Support in Fault Diagnostics. International Journal of Design, 17(3), 25-39.