Education Collection

Designing a Collection Point System for Reusable Packaging in Mechelen, Belguim

Team & Role

9 Students in Service Design postgraduate
Researcher & Service Designer

Timeline

Nov 2024- Jan 2025

Client

Red-Use
Future proof

Tools

Miro
Sketch up

Here is the situation

"The clients, the service providers FutureProof and Red-Use, have a clear ambition to scale up the system of reusable packages. Their goal is to make it economically viable within the city of Mechelen and across the rest of Flanders. They believe that a generic collection point, an open, physical collective system in the form of a collection bin, is a key enabler in this system. Their idea is to explore how this collection box can be integrated into their current system, taking into account its location and the roles of various stakeholders. "

Design challenge

How can we design an efficient and user-friendly collection system for reusable packaging, both physical and digital, that seamlessly integrates into consumers’ daily lives while minimizing the burden on horeca businesses?

Research methodologies

Desk Research

Conducting online research into

similar cases and the theortical

background on user behaviour.

Conducting online research into

similar cases and the theortical

background on user behaviour.

Service Safari

This is a feature description spanning a couple of lines.

Interviews

This is a feature description spanning a couple of lines.

Co-creation Session

This is a feature description spanning a couple of lines.

This design creates a sustainable, efficient, and scalable collection system for reusable food packaging. The process consists of six key components, each addressing a specific need. Together, they form a practical and impactful system that drives growth towards 2030. By 2030, the use of reusable packaging will be legally required.

Location

The collection points are strategically chosen for efficiency and accessibility.
First, a central point will be placed in the city center to raise awareness,
followed by more points distributed throughout the city.

Collection Point

A collection point in Mechelen not only gathers packaging but also raises awareness.
Focusing on hygiene, functionality, and scalability, it contributes to a cleaner city.

Stakeholders

This project revolves around collaboration and shared responsibility,
with clear communication and task division for an efficient system.

Branding

Bakkie Gemakkie illustrates sustainability, innovation, and collaboration.
Its story builds trust, encourages action, and ethically connects users.

Awareness Raising

People get to know the system through collection points at events, encouraging them to use it.
This stimulates behavior change and helps make reusable packaging a daily habit.

User Experience

Sustainability starts with a seamless customer experience.
Every interaction, whether at events, with packaging, or collection points, feels intuitive, with clear instructions and engaging communication.

Customer experience journey

The customer journey is designed to offer a seamless and intuitive experience for all users of the collection point within the city. In this journey, all elements of the RePace system come together effortlessly. From the first interaction, users are introduced to a simple and transparent system that makes being sustainable easy and convenient.

Each touchpoint, whether at an event, a collection point, or through the use of the packaging, is designed to feel natural and engaging. As customers move through the process, they encounter clear instructions and accessible communication. They are guided step by step, making participation effortless and the benefits of the system immediately visible.

City loop journey

The city loop represents the full customer journey: picking up reusable packaging at restaurants and returning it to public collection points days later. Unlike closed events, the city loop operates in an open environment, increasing the risk of loss.

After raising awareness through events, the next step is to scale the system city-wide. This transition requires clear communication and coordination between horeca partners, users, and collection points to ensure a smooth and reliable experience.

What I Learned

This project taught me how to design customer journeys that align with both user needs and systemic challenges. I learned the importance of clarity in communication, especially when encouraging behavioural change in public spaces. Collaborating in a team of nine helped me develop stronger skills in co-creation, iteration, and service thinking. I also gained hands-on experience in visualising journeys, understanding stakeholder dynamics, considering both the client and the user throughout the project, and translating research insights into actionable design.

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