refilme is an innovative service based on a closing-the-loop ecosystem approach that not only aims to transform the cosmetic packaging industry but also people’s individual skincare routine into an eco-friendly and engaging experience.
Goals
Our main goal is to address the issue of packaging waste and lack of transparency in the skincare industry. We want to offer a system that not only reduces environmental impact, but also empowers users by making sustainable choices a fun habit.
The Problem
We found that many skincare users were willing to implement sustainable practices but felt unmotivated by existing systems. They often felt they had no control over the recycling process and were concerned about the lack of transparency.
Approach
This project was part of the Student Service Design Challenge 2024, with five months to research, design and develop the service. We used the Double Diamond method to systematically structure the problem-solving steps.
Journey & Process
step 1
Discover
We conducted a literature review related to the skincare industry and waste management, we also conducted stake holder interviews and field studies. We identified packaging waste and lack of transparency as the main problems in the skincare industry in Milan. We also found that users wanted to be more sustainable, but they felt they lacked control and visibility in the existing system.
Then to help us understand this problem more deeply, we created the persona of “Martina” along with the skincare packaging journey cycle that she uses based on the data we got from the initial research.
step 2 – 3
Define & Develop
In this phase we focus on transparency and user control, and how to make sustainability a more engaging and accessible experience for users. From that definition we developed a service with the concept of “Do Good, Feel Good”
Do Good – Focused on transparent sustainability actions.
A mobile app to track users’ sustainability footprint.
Feel Good – Focused on user experience
A photobooth-based refill station for a more interactive experience. The booth also provides sustainable packaging options to give users flexibility.
step 4
Deliver
We then integrated the physical, digital, and communications elements of the service blueprint to enable the system to scale broadly and sustainably.
The Result
The product service system design proposal offers a new way for companies to distribute skincare products to users in a sustainable and joyful way. refilme is projected to have an impact in the following aspects:
Environment:
- Significant reduction in plastic waste.
- Eco-refills reduce plastic usage by 92% compared to new products.
- Encourages recycling and upcycling.
User Empowerment:
- Users feel more in control of their sustainable choices.
- System transparency provides a better understanding of the impact of their actions.
Social:
- Involving local artisans in the production of repackaging.
- Building a community that cares about sustainability.
Economy:
- Helps create new markets in the sustainable skincare industry.
- Opens partnership opportunities with various stakeholders.
Limitations
We understand that this project still needs a lot of validation and testing, here are some limitations for developing this service in the future:
– High Initial Investment: Requires substantial funds for hardware, software, and eco-refill pods.
– Energy Consumption: Management, transportation and electricity need to be optimized to minimize the impact on the environment. Requires further circular system analysis.
– Dependence on Partners: The success of the project depends on collaboration with various stakeholders.
Achievements
The project resulted in various achievements, including:
– Winning the Gold Prize at the Student Service Design Challenge 2024.
– Winning the ISDIN Challenge, a special category on packaging waste.
– Secured an 8-week design incubation program for further development.
– Exhibited at the Student Service Design Challenge 2024 – Dutch Design Week
Reflection
In this project I developed the ability to think systemically on a complex issue in society. Deepening my understanding of an environmental issue is closely related to existing social conditions.
As a designer, it is not easy to design a service that will win all parties, this project tries to offer a circular economy pattern in a service system that can be applied and provide value to all stake holders in an ecosystem.
The Team
We are Team Innove, made up of four Master students in Product-Service System Design from Politecnico di Milano:
Ganjar Satrio – Indonesia
Kezia Jane Rivan – Indonesia
Julienne Alexis Joven – Philippines
Ayano Osawa – Japan
Our diverse backgrounds, such as product design, graphics, communications, and strategy played a big role in shaping the project: refilme. For us, this was not just a project in a competition, but a learning journey that reinforced our belief that service design can address complex challenges on environmental and social issues and create positive change.