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154 Loic Le Fouest of Clarasys: designing circular customer experiences

Loic Le Fouest is a leading expert in Customer Experience (CX) with a strong track record of driving customer-centric transformation across the private, public, and not-for-profit sectors. As the head of the CX practice at Clarasys in the UK, Loic helps organisations design customer experiences that drive loyalty, innovation, and sustainable business growth.
Clarasys describes itself as The Experience Consultancy — employee-owned, purpose-driven, and dedicated to helping organisations create better experiences for customers, employees, and the planet.
Clarasys recognises that circular economy approaches often require fundamentally different relations between providers and users, and it’s keen to understand more about that.
In 2022, Loic launched a partnership between Clarasys and the University of Exeter’s Centre for the Circular Economy to tackle what they saw as one of the biggest challenges in circularity — customer engagement. This collaboration led to a report and toolkit on Creating Customer Experiences in the Circular Economy, providing businesses with practical strategies to make circular models work for their customers.
Loic is an experienced transformation consultant with over 10 years of consulting and industry experience, and he combines design thinking with his background in product management, digital transformation, lean 6-sigma and change management.
Loic shares insights from Clarasys’ collaboration with the Exeter team, which looked at how businesses were dealing with challenges around user adoption and acceptance across the food and beverage and household appliances sectors.
The research team looked at the new aspects of roles, behaviour and relationships for consumers/, and Loic explains some of the key findings around that, including ‘consumption work’ and ‘key moments that matter’ for customers.
The study also found that firms were struggling to launch and scale successful circular business models, and Loic talks about two kinds of approaches to that – ‘inside out’ versus ‘outside in’.

Artwork for Circular Economy Podcast episode 153

153 Anette Timmer of DESSO: the beauty of circularity

We hear insights from Anette Timmer of DESSO by Tarkett, a leading carpet brand that was an early adopter of circular economy principles.
Anette Timmer began her journey with DESSO almost 18 years ago, and has played a central role in the business’ transition to a circular economy model.

Anette helps to bridge the gap between the vision and execution of circular transformation, using marketing and communications to educate audiences about circularity; develop stakeholder trust and transparency; inspire behaviour change among customers; and build advocacy and momentum across the wider industry.

Anette is a strong advocate for cross-industry collaboration, where businesses share experiences, and work together to create systems to circulate products and materials.

DESSO is now part of Tarkett, and has a long-held belief in designing with people and planet in mind, and over a decade ago, it made a bold commitment to place circularity at the core of its ambitions.

Moving towards a closed-loop system has involved a total change of mindset within the business. DESSO calls its commitment the Beauty of Circularity, and it drives the business to do more with less at every stage. –

Annette unpacks the three pillars of Desso’s beauty of circularity strategy: designing products to live multiple lives; developing innovative materials that are made to be remade; and building systems to return flooring at end of life to complete the circular journey. And sometimes, synchronicity steps in to lend a hand!

Artwork for circular economy podcast episode 144

144 Chris Allen of Decathlon: ever-evolving circular design

Chris Allen, Sustainability Leader and Head of Circular Business Development at Decathlon UK. You’ve probably heard of Decathlon, which is the world’s largest sporting goods retailer, with over 1,700 stores in more than 70 countries. It’s a family-owned company, founded in 1976, and inspired by the belief that the best sports products should be accessible to everyone.
Chris Allen has 15 Years experience in Decathlon spanning various retail management roles, including several years in Category Management and Head of Outdoor before being appointed to his Sustainability role in 2022. Chris has a degree in Sports Engineering and is an advocate of all things outdoors, and loves being out on his bike or at the local climbing wall.
Decathlon describes itself as specialising in the creation and production of innovative sporting goods designed to delight and move people through the wonders of sport, including cycling, hiking, running, swimming and football.
Decathlon sees its mission as ever-evolving and high-performance design, the best quality at the lowest possible price, and expert advice that customers of all ages, backgrounds and skill levels can access in-store or online, from anywhere, at any time.
Decathlon has an integrated business model, with over twenty in-house brands as well as supplying well-known brands including Asics, Adidas, Garmin, Puma, Quiksilver, Reebok, Salomon, and many others.
In the UK, Decathlon offers a 2-year warranty on its own brand products, has buy-back programme so customers can save money and trade in their old gear. It sells through it’s retail stores and online, and offers a 365-day returns policy, giving customers a whole year to decide if something is right for them.
Chris will talk us through Decathlon’s approach, including how the buy-back, second-life and repair programmes work in practice, and how he’s working with the in-house and external product and design teams to implement a whole-systems approach to sustainability.

Artwork for episode 133

133 Re-Action – repurposing: a new life for unwanted stuff

This is the 4th and final episode in the special 5th Anniversary mini-series featuring the Re-Action Collective, and we’re focusing on repurposing – using creativity and craft skills to breathe new life into unwanted outdoor gear, clothing and workwear.
We’ll hear from the founders of two small repurposing businesses:
First, Jen Dickinson, founder of Dirtbags Climbing, an upcycling workshop in the English Lake District, which turns retired outdoor textiles into hand-made bags.
And secondly, Beccy Evans, founder of Utilifolk, who gives things fresh appeal and new life by re-working unwanted garments that are no longer fit for their original use, and makes new pieces from preloved and remnant textiles.
Ironically, nearly every outdoor gear brand uses sophisticated marketing to hijack our brain chemicals, encouraging us to buy yet more stuff to do the things we love, to excel and enjoy them. And yet, those same things, when discarded, are destroying the very essence of the places and living things we love so much.
We discuss the ethos and design principles for their businesses, why we need to avoid sucked into the ‘fast-fashion’ and ‘compartmentalising’ approaches of brands that want to sell more stuff, and how repurposing can help people create their own identity, instead of looking like they’re wearing other people’s stuff.
Rebecca Heaps, founder of Tentshare, who we met in Episode 131, says “when we buy 2nd hand, the earth breaths a sigh of relief” – and I think that applies to repurposed things, too. Everything we do to keep our clothes, tools and equipment alive is a way to sustain life on earth – for us, and for the future of our living world. And of course, emotional engagement and well-crafted kit helps Re-Action’s mission to make the outdoors more affordable and accessible.

Artwork for blog on designing for durability

Less, but better: a design for life

The research is clear – people are NOT demanding lower quality, lack of repair options and gradual reductions of product lifetimes. And yet, in a bid to increase revenues in a competitive market, companies keep pushing out ‘new and improved’ products. But designing for early obsolescence – whether physical, emotional or perceived – can backfire.
It’s time for a return to democratic, resource-intelligent designs, that help us do better, with less.

Circular Economy Podcast episode 121 - Kitty Wilson Brown and Claire O'Sullivan of Contemporary Hempery

121 Claire O’Sullivan and Kitty Wilson Brown: Contemporary Hempery

Claire O’Sullivan and Kitty Wilson Brown are two inspiring people who are passionate about the properties and potential of hemp, especially for textiles. Their journey together led them to found a UK business, Contemporary Hempery. Hemp has amazing potential, for a wide range of products, and it’s brilliant for regenerative farming practices – so why aren’t we doing more with it? It’s useful as a textile, in construction, in food and personal care products, and as an alternative to plastic. But although cultivation is increasing and being encouraged by the European Union, elsewhere it’s a different picture.
Kitty and Claire outline some of the uses of hemp across different sectors, about the little-known history of hemp growing in the UK, and some of the ways it was used – many of them absolutely essential to our industrial evolution. We’ll also hear about some of the current issues, in terms of hemp production and processing.
Kitty and Claire also share the story of how they came together, the amazing coincidences that sparked their interest and what drove them to start Contemporary Hempery, to embark on this long and complex journey to rescue hemp for regenerative, contemporary textiles.

Circular Economy Podcast #113 Steven Bethell – systemic solutions to the crisis of stuff

113 Steven Bethell: systemic solutions to the crisis of stuff

Steven Bethell is a thought leader and pioneer in the post-consumer textile space for over 20 years, who’s creating innovative and relevant solutions to the crisis of stuff.
Steven is co-founder of the Bank and Vogue family of companies, which includes a major remanufacturing plant where the circular economy for textiles is brought to life. Taking post-consumer waste and transforming it into relevant products, Steven works with big brands to help them bring their sustainability platforms to the next level.
Steven is also behind Beyond Retro, the largest vintage retailer in the UK and the Nordics which launched in 2002 and now has 15 retail outlets and an online shop, offering a wide selection of handpicked vintage clothing.
When we donate clothes and shoes to a charity shop, how many of those end up being put on display and successfully sold? You might be surprised by the stats that Steven shares.
Steven explains how he at the leverage points in the overall system, to work out where B&V could get involved and how to retain more value, in particular by reselling. Steven then took this further, finding ways to repurpose and remanufacture clothing and footwear – at scale. Steven explains how this works in the retail business he set up – Beyond Retro – and how he then looked upstream to develop remanufacturing services for a major US footwear retailer.
Steven thinks at a system level, looking at the whole value network both upstream and downstream to see where he can intervene to make the biggest impact, and how to create the critical mass needed to create value, and overcome the sticking points.
In his spare time Steven lives off the grid in the Canadian wilderness. He is an avid woodsman: fishing, paddling and learning about the outdoors and its many wonders.

111 Sara Howard: symbiotic circular ceramics

How might we design and make ceramics in a circular economy? Ceramic products make our lives better in all kinds of ways. Some have been around for centuries (think bricks, tiles, pottery), and some are much more modern, in microchips and more.
To help us learn about circular ceramics, we’re going to meet Sara Howard, a very impressive and award-winning ceramic designer and materials researcher, whose practice is focussed on reducing the environmental and societal impacts of ceramic production.
Sara graduated from Central St. Martins in 2020, with a BA Honours Degree in Ceramic Design. In her final year, Sara designed an industrial symbiosis around the ceramics industry, in which waste from one industry replaces the raw materials in ceramic production.
Sara wrote a book, Circular Ceramics, to openly share her methods and processes and help fellow ceramicists to adopt these sustainable processes in their own practices.
On top of that, since graduating just 3 years ago, Sara has created two groundbreaking projects, collaborating with ceramic producers, artists and other industries to implement the use of industrial waste on a larger scale. Sara tells us how she’s set up a project for ceramics made with excavation waste from construction sites, and is launching a circular tableware startup in Bali, complete with its own factory.
We’ll also find out about the key problems with modern ceramic production and why making new ceramics from ceramic waste is pretty much impossible.

Circular Economy Podcast 110 Katie Beverley: designing a circular economy

110 Katie Beverley: designing a circular economy

Are we designing a circular economy – or just designing circular products and materials?
Today we’re catching up with Dr. Katie Beverley. Katie is a Senior Research Officer at PDR International Centre for Design and Research, at Cardiff Metropolitan University. She works with academic partners and the public and private sector, to embed ecodesign, circular economy and sustainable thinking into products and services.
Back in Episode 5, Katie helped us understand more about ecodesign. She describes herself as a ‘critical friend’ of the circular economy, and that feels like a great starting point to explore what’s going well, and what isn’t.