Dometic, a global manufacturer of outdoor products, is navigating the challenges posed by the EU’s Right to Repair (R2R) legislation introduced in spring 2024. In collaboration with Knightec, a consultancy, and supported by a master’s thesis project from KTH students Ella F. Söderlund and I, Lovisa Persson, Dometic set out to not only ensure compliance but also to embrace the opportunities of a repairable future and maintain a competitive edge in a rapidly evolving market.

Through interviews and observations with over 90 individuals, it became clear that users hold the key to unlocking repairability. The challenge lay in uncovering often complex and subconscious user insights, translating them into actionable organizational changes, and demonstrating how these changes could drive long-term strategic advantages across the product portfolio.

This led to the creation of the Make It Repairable framework. At its core is a reimagined user journey, where repairability is seamlessly integrated into the product lifecycle—from the moment a user considers a purchase, through use, and beyond the first repair cycle. The goal is to keep users engaged, ensuring they return to the usage phase after a repair rather than exiting the journey. The framework identifies 17 user factors essential for progressing through each stage of the journey and 24 organizational factors to address potential drop-off points. The solutions span branding, strategy, product design, and service offerings, providing a comprehensive approach to embedding repairability into every aspect of the organization. By supporting designers and user insight teams, the Make It Repairable framework fosters user-centricity, enhances cross-functional communication, and establishes a shared purpose. It offers a robust tool for turning repairability into a sustainable strategic advantage