What: The remake of IKEA:s global kitchen experience.
My role: Consultancy to define CX and UX expertise on how to buy kitchen online.
Task: To lead on the understanding around how to be able to buy kitchens online. To create an experience strategy going forward around how Ikea can make it easier for customers to buy a whole kitchen online. To create opportunities that will help Ikea win customers over to their digital channels. How to leverage the off line success with the online experience.
I was excited to lead the experience strategy and outcome as part of Ikea’s Innovation hub, in the remake of IKEAS:s global kitchen experience – How to buy a kitchen online in16 countries.
Working with the Ikea team, I lead and delivered a large CX and UX exploration. It involved CX explorations, documented output of insights, pain points and opportunities. The UX strategy I turned into a an experience prototype to inform around the new proposed structure on the Ikea website along with other recommended touch points.
Output has included:
-Customer Experience exploration
-Design thinking work shops
-Persona identification
-User journeys
-Customer mapping -Creation of new opportunites
-Low fidelity sketching and concepts
-High fidelity prototyping
-CX design and presentation
www.ikea.com