Product-Service System (PSS) arises as dematerialization strategy to consumption and reduction of firms’ environmental impact. This paper aims to integrate requirements for designing a sustainable PSS in the context of department stores. We identified requirements for a PSS offer through a literature review and focal groups with customers and managers of department stores using the Value Proposition Analysis tool. To prioritize the requirements demanded, we carried out a survey in Southern Brazil with 160 department store customers. Technical and process requirements were prioritized using the Quality Function Deployment (QFD) and, based on the Product Service Blueprint, the PSS processes were designed. Among the requirements prioritized, the following were cited: the use of more sustainable fabrics and packages, and the absence of store lines. The prioritized processes of support, product use, and services were designed using the Product-Service Blueprint indicating the stakeholders involved, the integration points, and the sustainability reach point.

Authors: Alana Emily Dorigon, Maria Auxiliadora Cannarozzo Tinoco, Jonatas Ost Scherer, Arthur Marcon