Consumer & retail

Consumer electronics. Repairability is now part of the spec.

Safety, energy and repair rules decide what each pack and listing may claim.

We design and build product pages, set-up and service journeys for device and appliance makers, electronics retailers and after-sales networks. One record per model keeps certification, energy-label, repair and warranty data accurate in every market.

Talk about consumer electronics Read the rulebook
Main measure
First-time fix rate in after-sales service
Where we work in consumer electronics
  • Phones & devices
  • Home appliances
  • Audio & wearables
  • Electronics retail
  • After-sales & repair
  • Smart home & IoT
Rules mapped
8 rules · 4 areas
Disciplines that lead
TechnologyProduct
Frameworks we build to
DPDP Act 2023 — Digital Personal Data Protection Act, 2023ISO/IEC 27001:2022 — Information security management systemsOWASP ASVS — Application Security Verification StandardGDPR — General Data Protection Regulation (EU) 2016/679WCAG 2.2 AA — Web Content Accessibility Guidelines
A repair technician’s hands lift the circuit board out of an opened smartphone on a worn workbench
Consumer electronicsA product is judged long after the sale.

Where the rules biteMap of all forty-one industries

  • Claims Advertising & claims: Often shapes the work
  • Regulator Sector regulator: Shapes most of the work
  • Payments Payments: Sometimes shapes the work
  • Data Personal data: Often shapes the work
  • Security Security & incidents: Shapes most of the work
  • Access Accessibility: Sometimes shapes the work
  • AI AI governance: Sometimes shapes the work

What changes

Chargers, repair, security and recycling now have new rules.

The EU now requires USB-C, repairability classes and vulnerability reporting, and India sets e-waste recycling targets for producers. Every change below cites its source.

Close-up of a USB-C connector at the end of a cable against a soft beige background
One port, written into law for a whole category.

  1. USB-C charging is now required on portable devices sold in the EU.

    What it requiresPackaging, product pages and set-up guides that say plainly whether a charger is in the box.

    EvidenceUnder Directive (EU) 2022/2380, phones, tablets, headphones and cameras sold in the EU need USB-C from 28 December 2024, and laptops from 28 April 2026.

  2. In the EU, phone and tablet labels now show a repairability class.

    What it requiresRepair information, spare parts and update promises planned with the product and stated plainly.

    EvidenceSince 20 June 2025, the EU energy label for smartphones and tablets shows a repairability class from A to E, under Regulation (EU) 2023/1669.

  3. In the EU, connected devices now need security updates and vulnerability reporting.

    What it requiresUpdate, vulnerability and incident processes that owners can see.

    EvidenceThe EU Cyber Resilience Act makes makers report actively exploited vulnerabilities from 11 September 2026; its other duties apply from 11 December 2027.

  4. Producers in India must meet recycling targets for the devices they sell.

    What it requiresTake-back journeys, collection points and data that prove the producer’s share.

    EvidenceUnder the E-Waste (Management) Rules, 2022, in force since 1 April 2023, producers register on the CPCB portal and meet recycling targets with EPR certificates.

The rulebook

Rules for consumer electronics, and how we design for each.

This is our reading of India’s registration, energy-label, e-waste and data rules and the EU product laws for anything you export. Your regulatory team keeps sign-off.

Frameworks we build to

  • DPDP Act 2023 — Digital Personal Data Protection Act, 2023
  • ISO/IEC 27001:2022 — Information security management systems
  • OWASP ASVS — Application Security Verification Standard
  • GDPR — General Data Protection Regulation (EU) 2016/679
  • WCAG 2.2 AA — Web Content Accessibility Guidelines

We design and build to these frameworks; this is not a claim of certification.

Advertising & claims

Often shapes the work

  1. Department of Consumer Affairs

    Right to repair in India

    The national Right to Repair portal gives owners brands’ manuals, spare-parts and service information. A repairability index for phones and tablets has been recommended to the Department.

    We designRepair information and parts availability are built into product pages and support, ready for a repairability score if one is adopted.

    Department of Consumer Affairs · Right to Repair portal; committee report on a repairability index, 2025 Official text: Right to repair in India

Sector regulator

Shapes most of the work

  1. Ministry of Electronics and IT · Bureau of Indian Standards

    BIS Compulsory Registration Scheme

    Listed electronics and IT goods, from phones and laptops to adapters and power banks, are registered with BIS against Indian Standards. Each carries the Standard Mark and its registration number before sale.

    We designEach registration sits in the model record, so packs and listings show the right mark.

    MeitY · Electronics and IT Goods (Requirements for Compulsory Registration) Order, first notified 3 October 2012, as extended Official text: BIS Compulsory Registration Scheme

  2. Bureau of Energy Efficiency

    BEE star labelling

    Star labels are mandatory for listed appliances such as room air conditioners, refrigerators, ceiling fans and water heaters. Each label must match the model on sale.

    We designEnergy data flows from the model record to the label, the pack and every listing.

    Energy Conservation Act, 2001 · BEE Standards & Labelling notifications

  3. Ministry of Environment, Forest and Climate Change · CPCB

    E-Waste (Management) Rules, 2022

    Producers register on the CPCB portal and meet year-wise recycling targets through EPR certificates from registered recyclers. The rules also restrict hazardous substances in new equipment.

    We designTake-back, collection and data flows are designed so the producer’s share can be proved.

    E-Waste (Management) Rules, 2022 (in force 1 April 2023) · CPCB FAQs, January 2024 Official text: E-Waste (Management) Rules, 2022

  4. European Union

    EU common charger and ecodesign rules

    Listed devices need USB-C and an option to buy without a charger, shown by a pictogram. Since 20 June 2025, phones and tablets also need batteries rated to at least 800 cycles and a repairability class on the energy label.

    We designPacks, listings and labels for EU markets are generated from one model record.

    Directive (EU) 2022/2380 · Regulations (EU) 2023/1670 and 2023/1669 Official text: EU common charger and ecodesign rules

  5. European Union

    EU Batteries Regulation

    From 18 February 2027, portable batteries in products must be removable and replaceable by the end user. Batteries also carry a QR code linking to their information.

    We designService guides and product pages explain battery replacement for every EU model.

    Regulation (EU) 2023/1542 · Article 11, applying from 18 February 2027 Official text: EU Batteries Regulation

Personal data

Often shapes the work

  1. Ministry of Electronics and IT

    DPDP Act, 2023 and DPDP Rules, 2025

    Device and app data, voice recordings and accounts need consent for each purpose. Withdrawing consent must be as easy as giving it, and breaches are reported to the Data Protection Board.

    We designSet-up flows ask for each permission when it is needed, with consent logged per purpose.

    DPDP Act, 2023 · DPDP Rules, 2025 (core obligations from 13 May 2027) Official text: DPDP Act, 2023 and DPDP Rules, 2025

Security & incidents

Shapes most of the work

  1. European Union

    EU Cyber Resilience Act

    Connected products sold in the EU need security by design and security updates. Actively exploited vulnerabilities and severe incidents must be reported from 11 September 2026.

    We designUpdate, vulnerability-disclosure and incident processes are built and rehearsed before launch.

    Regulation (EU) 2024/2847 · reporting from 11 September 2026; full application 11 December 2027 Official text: EU Cyber Resilience Act

Compiled 3 October 2026. Our reading of typical programmes, not legal advice. Rules change; your counsel confirms how each one applies to you.

Challenges

Where consumer electronics loses customers and time.

What comes up first in most consumer electronics conversations, from customer-facing screens to internal operations.

Your customers

  1. Set-up without a manual

    Guided set-up, pairing and first use across device, app and web.

  2. Help when it breaks

    Diagnosis, spare parts and authorised service a click away, with warranty status in view.

  3. Accurate product information

    Energy rating, certification and what is in the box, clear on every listing.

A heap of discarded chargers, cables, remote controls and circuit boards among dry leaves
Every device sold comes back as a recycling target.

Your operation

  1. Certification for every model

    Registrations, energy labels and approvals tracked for each model in each market.

  2. Service cost after the sale

    Repeat visits and avoidable returns cut into each model’s margin.

  3. Older models and spare parts

    Years of models, variants and spare parts to keep documented and supported.

What we build

The disciplines behind a typical consumer electronics programme.

A typical programme here uses each discipline in this mix. Each line says what it builds for the industry and links to the capability behind it.

Leads Core Supports Share of a typical programme, by role · illustrative
  1. 01

    Technology & Intelligence

    Leads

    Model records that feed labels, listings and service, with secure apps and update infrastructure.

  2. 02

    Product & Experience Design

    Leads

    Set-up, pairing and service journeys across device, app and web, tested with owners.

  3. 03

    Brand Design

    Core

    Packaging and label designs that carry every certification mark and still sell the product.

  4. 04

    Campaign & Content Design

    Core

    Launch campaigns and retail content with every spec and claim checked against the model record.

  5. 05

    AI Design

    Core

    Diagnostic and support assistants that answer from approved manuals, are tested on your own examples and hand over to a person.

  6. 06

    Marketing Technology

    Supports

    Registration, warranty and service messaging on one consented owner record.

Programmes

Electronics programmes, starting with an after-sales and labelling diagnostic.

Each programme reports on one measure, such as first-time fix rate or listing accuracy. All lengths are typical.

The way in

After-sales and labelling diagnostic

We go through set-up, service and returns as owners do, and check listings and packs against the registration, energy-label and e-waste rules.

Package
Sprint · Fixed fee
Typical length
2–3 weeks
It sets
First-time fix rate, as a baseline
  • Product experience audit
  • Technical & code audit

What you get

  • A labelling gap register, model by model
  • A service journey map with its costliest failure points
  • A plan for one model record across label, listing and service
Start here

  1. 02Milestone · 4–9 months

    Service and repair platform

    Diagnosis, booking, parts and warranty in one journey for owners, call centres and technicians, integrated with your service network.

    MeasureFirst-time fix rate in after-sales service

    Services: Complete UX & UI design · Custom CRM or operations platform · System integration

    Enquire about Service and repair platform

  2. 03Project · 8–12 weeks

    Model record for labels and listings

    One record per model holding registration, energy, battery and repair data, feeding packs, labels and every marketplace.

    MeasureListing accuracy for certification and energy data

    Services: Content model & headless CMS · Data platform & BI dashboards

    Enquire about Model record for labels and listings

  3. 04Project · 8–12 weeks

    Diagnostic support assistant

    An assistant that guides owners through fault checks using approved manuals. It is tested on your own examples and passes unresolved faults to a person.

    MeasureSelf-service resolution rate

    Services: AI knowledge assistant · AI assistant experience design

    Enquire about Diagnostic support assistant

How success is measured

Main measureFirst-time fix rate in after-sales service

  • First-time fix rate in after-sales service
  • Self-service resolution rate
  • Avoidable returns within warranty
  • Listing accuracy for certification and energy data

How we use AI

AI guides fault diagnosis, and a technician decides the repair.

Each AI use below has an owner, an evaluation set and a log. Safety advice comes only from the approved service manual.

Use case 01

Guided diagnosis

Measured byFaults resolved without a visit, on an agreed evaluation set

Tested forOWASP LLM09 · Misinformation

agent / guided-diagnosis Guarded
  1. TaskWalks an owner through checks for a reported fault, using the model’s approved service manual.
  2. CheckGives no instructions that involve opening a device or mains wiring. Safety-critical faults go straight to service.
  3. ApproverA service engineer reviews escalations and every flagged answer.
  4. LogFault reported, steps given and the outcome.

Goes live only with its evaluation set, automatic checks and a named owner

Use case 02

Technician case summary

Measured byRepeat visits per repair

Tested forOWASP LLM02 · Sensitive information disclosure

agent / technician-case-summary Guarded
  1. TaskSummarises the owner’s history, device logs and photos for the technician before a visit.
  2. CheckEvery line links to its source. Personal data outside the case is left out.
  3. ApproverThe technician decides the repair.
  4. LogThe summary and its sources.

Goes live only with its evaluation set, automatic checks and a named owner

Use case 03

Pack and listing check

Measured byLabelling errors caught before release

Tested forOWASP LLM05 · Improper output handling

agent / pack-and-listing-check Guarded
  1. TaskCompares packs and listings with the model record for marks, energy data and box contents.
  2. CheckFlags differences only. It never edits a listing or approves artwork.
  3. ApproverRegulatory and packaging leads sign off each change.
  4. LogEach mismatch and how it was resolved.

Goes live only with its evaluation set, automatic checks and a named owner

Work and insights

Case studies stay private until a client approves them.

No consumer electronics client is named or described without written approval. Here is what we have written that bears on the industry.

A typical programme · composite

An appliance brand rebuilt its set-up and service journey around one model record. The record holds manuals, spare parts, the energy label and the warranty, so owners, call centres and technicians see the same answer.

Anonymised and illustrative: the shape a programme takes, never a named client.

Related reading

Nothing published on consumer electronics yet. Ask us what we are seeing in the industry.

Ask us

Questions

What product, service and compliance leads ask us first.

Something else on your mind? Ask us directly

Q.01Can you help us prepare for the EU rules if we export?

Yes. We design packs, listings, labels and service information from one model record. The charger pictogram, repairability class, battery replacement and vulnerability reporting are then handled once per model for every market. The rulebook on this page lists each EU rule and its date.

Q.02Do you build device apps as well as websites?

Yes, apps and the websites around them. We build companion apps and set-up and pairing flows, plus the web and support journeys owners use. Each app is built for secure updates and asks for a permission only when a feature needs it.

Q.03Will a support assistant tell owners to attempt unsafe repairs?

No. It answers only from approved manuals and never suggests opening a device or touching mains wiring. Safety-critical faults go straight to a person with the case attached. It is tested on an agreed evaluation set before launch, and a service engineer reviews every flagged answer.

Q.04Can you help with our e-waste obligations?

Yes, with the journeys and data behind your EPR reporting. We design take-back journeys, collection-point information and the data your EPR returns rely on. CPCB registration and EPR certificate purchases stay with your compliance team and the registered recyclers you work with.

Keep exploring

Next in consumer & retail, then every sector we cover.

All forty-one industries

Tell us what you need built.

You will speak to a lead who would run the work, and get a straight answer on fit.

Book a call

Three ways to start

  1. 01About 2 minutes

    A quick question

    You get A reply from a named lead

  2. 02About 8 minutesRecommended

    A project brief

    You get Options and a first scope after one call

  3. 03About 15 minutes

    A formal RFQ or RFP

    You get Receipt confirmed and a named bid lead

Every engagement starts with a written scope and a quote agreed before work begins. How each package is priced

See the work Explore our services Industries we serve Meet the team Email us Read our approach