IKEA - Customer Journey Explorations
Bringing new perspectives to future IKEA ventures.
Client: INGKA IKEA
Duration: 6 months
Role: Discovery, user flows, user testing, service design, report & presentation
How do we integrate new experiences to a beloved marketplace?
How do we integrate new experiences to a beloved marketplace?
How do we integrate new experiences to a beloved marketplace?
Challenge Accepted
IKEA faced several challenges in their retail experience:
🏪 Long queues and crowded stores
🔍 Difficulty in finding specific items
🛒 Cumbersome shopping process for large items
IKEA faced several challenges in their retail experience:
🏪 Long queues and crowded stores
🔍 Difficulty in finding specific items
🛒 Diffucult shopping process for large items
IKEA faced several challenges in their retail experience:
🏪 Long queues and crowded stores
🔍 Difficulty in finding specific items
🛒 Cumbersome shopping process for large items
Understanding Context
Challenge Accepted
Planning
Align with IKEA's strategic goals
Discover user perceptions (e.g. sustainable vs desirable)
Test their validity and business potential
Align with IKEA's strategic goals
Discover user perceptions (e.g. sustainable vs desirable)
Test their validity and business potential
Solution & Impact
Solution & Impact
A portfolio of experiences with the IKEA signature.
🔄 Value across 6 strategic goals.
🤝 Implementation at low and high level. Country and store managers.
📱 Actionable proposals for integration to marketplace.
👂 User-backed adoption funnel.
A system of experiences with the IKEA signature.
🔄 Value across 6 strategic goals.
🤝 Implementation at low and high level. Country and store managers.
📱 Actionable proposals for integration to marketplace.
👂 User & evidence-backed adoption funnel.
A portfolio of experiences with the IKEA signature.
🔄 Value across 6 strategic goals.
🤝 Implementation at low and high level. Country and store managers.
📱 Actionable proposals for integration to marketplace.
👂 User-backed adoption funnel.
Process
Strategic directions
Crafting a system of retail experiences that introduce new products and user flows
UX/UI Design
Integrating flows to IKEA's design language & system
Exploring ways to discover & purchase
Crafting test variants
Digital & physical prorotyping
Crafting scenarios
Exploring user perceptions
Discovering nudges to sustainable products
User Testing
10+
New concepts (In)validated
9
User flows
7
Participants
Setting strategic directions
Crafting a system of retail experences that introducenew products and user flows
UX/UI Design
Integrating flows to IKEAS design language & system
Crafting variants to test
Exploring new ways to discover and purchase
Digital & physical prorotyping
Crafting scenarios for user testing
Exploring user perceptions
Discovering what nudges people towards sustainable products
User Testing
10+
New products/feature concepts (In)validated
9
User flows
7
Participants
Setting strategic directions
Crafting a system of retail experences that introducenew products and user flows
UX/UI Design
Integrating flows to IKEAS design language & system
Crafting variants to test
Exploring new ways to discover and purchase
Digital & physical prorotyping
Crafting scenarios for user testing
Exploring user perceptions
Discovering what nudges people towards sustainable products
User Testing
10+
New products/feature concepts (In)validated
9
User flows
7
Participants
Setting strategic directions
Crafting a system of retail experences that introducenew products and user flows
UX/UI Design
Integrating flows to IKEAS design language & system
Crafting variants to test
Exploring new ways to discover and purchase
Digital & physical prorotyping
Crafting scenarios for user testing
Exploring user perceptions
Discovering what nudges people towards sustainable products
User Testing
10+
New products/feature concepts (In)validated
9
User flows
7
Participants
Setting strategic directions
Crafting a system of retail experences that introducenew products and user flows
UX/UI Design
Integrating flows to IKEAS design language & system
Crafting variants to test
Exploring new ways to discover and purchase
Digital & physical prorotyping
Crafting scenarios for user testing
Exploring user perceptions
Discovering what nudges people towards sustainable products
User Testing
10+
New products/feature concepts (In)validated
9
User flows
7
Participants
Setting strategic directions
Crafting a system of retail experences that introducenew products and user flows
UX/UI Design
Integrating flows to IKEAS design language & system
Crafting variants to test
Exploring new ways to discover and purchase
Digital & physical prorotyping
Crafting scenarios for user testing
Exploring user perceptions
Discovering what nudges people towards sustainable products
User Testing
10+
New products/feature concepts (In)validated
9
User flows
7
Participants
Learnings
Learnings
🔄 Planning for quick experiments and prototypes
🎯Creating direction from ambiguity
💡Turning user insights to value propositions
🔄 Planning for quick experiments and prototypes
🎯Creating direction from ambiguity
💡Turning user insights to value propositions
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