Case Study: Patagonia achieves customer-empowered repairs and standardized employee training with Dozuki

Patagonia - Customer Case Study

Patagonia, the outdoor apparel maker behind the Worn Wear repair program, was struggling to meet surging repair demand — annual repairs climbed from about 12,000 in 2010 to over 80,000 (a ~150% increase) while a 45-person Reno repair center worked to keep turnaround times low. To scale repair support and share expertise, Patagonia partnered with Dozuki and used the Dozuki platform to publish standardized, step‑by‑step repair guides on the Worn Wear site.

Using Dozuki’s guide and collaboration features, Patagonia made repair instructions discoverable by style number so customers and store employees can perform fixes locally and request replacement materials, reducing reliance on the central Reno facility. Dozuki’s documented procedures also improved internal training, increased employee accountability, fostered an engaged online community, and helped Patagonia scale repairs and improve the customer experience.

Patagonia

Nellie Cohen

Program Manager