Project Purpose:
Aligning 27 Customer tools – into ONE global tool.
IKEA
Note worthy accomplishment: Enabled uniformed customer management globally
| Identified Problem | Why | How | Result |
| User data mismatch | Local legacy tools | Aligned customer information and made available. | Aligned Customer data and Co-worker WoW |
| Multiple WoW | Local tools | Co-worker needs was established though interviews. A common view and flow for customer handling. | Simple WoW for Co-workers to handle Customers, and takeovers made simple. |
| WCAG A++ | By ensuring Visuals and interactions was up to standard. IA was aligned to Co-worker needs. | Simple tool to understand and interact with. |
In time of change
During the transformation of INGKA:s digital landscape.
Customer data was “relocated” and transformed to a Global solution. IKEA needed a tool to enable customer management in the new global landscape, speed was of utmost importance when the total Relocation work was ongoing.
Decisions had to be taken. Decisions from clear understanding of what a co-worker needs to perform the task, best interaction practices and experience made that I could deliver blueprints with functionality for the engineers leading to high speed development.
Welcome view
Created a welcoming view for Co-workers to find customers though a adopted search function.
The tool was also known among Co-workers as the “salmon tool”
Information Architecture
Performed dialogs and card sorting with users for information grouping.
Grouped related customer information for clear access and feature logic.
Resulting in Co-workers accessing sought after information and/or functionality with ease and confidence.
Search bar personalization
Performed research on IKEA Co-worker needs.
Confirmed behavior and visualization clearness with Co-workers.
Created mock ups for engineers.
Resulted in a dynamic and powerful customer search functionality
Customer loyalty overview
Performed research on IKEA customer loyalty needs.
Researched visualization methods and technologies.
Confirmed behavior and visualization clearness with Co-workers.
Created mock ups for engineers.
Resulted in a clear overview of customer loyalty
Customer shopping history
Research on available history data.
Researched visualization methods and technologies.
Confirmed behavior and visualization clearness with Co-workers.
Created mock ups for engineers.
Resulted in easy access to Customers history and access to specific history details.
Rewards ladder solution.
Performed research on IKEA reward needs.
Confirmed behavior and visualization clearness with Co-workers.
Created mock ups for engineers.
Result: Co-workers could with ease help customers in how to gain their reward
