The need for incorporating user perception into the repairability indices: Insights from an observational study on small electrical devices

Abstract

Repair is a key strategy in advancing a circular economy, as it extends product lifespan and reduces electronic waste. Existing Repairability Indeces assess the potential for repair, although they often focus on professional repairs, often overlooking end-user repair activities. This creates a research gap in understanding how non-professional users experience and perceive repairability. Small household electrical appliances, due to their relatively simple architecture, are sometimes repaired by users themselves rather than taken to a professional repair service. This study contributes to closing this gap by exploring users' perceptions of repairability in small electrical and electronic equipment and examining their alignment with calculated repairability indices. A user observation study (n = 26) was conducted to evaluate three critical stages of the repair process: (1) initial interaction with the fully assembled appliance, (2) the opening process, and (3) interaction with internal components once accessed. The observational study design included a protocol designed to standardise procedures across participants, and structured rubrics to ensure consistency in response interpretation. This rigorous methodological approach ensured reproducibility and enabled a detailed exploration of user behaviour. The results reveal a misalignment between users' perceptions and repairability indices, with perceived repairability scores decreasing by around 35.9 % and 58.8 % compared to the calculated ones, for two specific appliances. In addition, during the observational study, the following key barriers were identified: limited accessibility to internal components, particularly the difficulty of opening the product, and the complexity of fault identification. These findings highlight how user-centered barriers, such as design-related challenges (i.e. opening the appliance) and perceived complexity, differ significantly from the criteria considered in current repairability indices. Furthermore, findings emphasise the need to address user-centred repair challenges through design improvements that enhance accessibility and simplify disassembly, ultimately fostering greater consumer engagement in repair activities.