IKEA Family (2019)
In 2019, IKEA Family membership website developed 3 new services: Workshops, Bonus meal, and Sell-back Program to increase its member engagement.
As the UX designer, I was responsible for bringing the new services to the existing IKEA Family website.
What I did:
Studied the existing IKEA Family website environment to provide users with a consistent experience. Conducted stakeholder interviews to map the operational processes. Collaborated with data scientists, strategists, and the tech team to develop the user flows, wireframes, and prototypes. Provided support to the tech team to build IKEA Family’s CMS user experience.
We received positive feedback from the client. The new site has increased the customer traffic and engagement of the IKEA Family website and enabled IKEA employees to work more efficiently.
(Due to COVID 19, some services have been temporarily closed)
UX Design Case Study:
To advocate for sustainability, IKEA encourages members to sell back their old furniture. The previous method that IKEA used to run the Sell-back program was email communication, which was operationally complex and had led to suboptimal customer experience.
I collaborated with our strategist to conduct best-in-class case study and employee interviews to map the entire process from "Receiving the application" to "Received and pay for the old furniture on-site".
Throughout the research, I recreated the user flow for both the customer side and the employee side. Then I designed the wireframes with new functions such as education, price estimate, and image upload guide to help customers browse information and submit the application online.
As the employee side, I created a new UX for the current CMS so that employees could operate the entire process through the CMS instead of manually replying to each email. The new design helps employees run the process efficiently and lowers the risk of mistakes.