IKEA Family (2019)
In 2019, the IKEA Family website developed 3 new services: Workshops, Bonus meal, and Sell-back Program to enhance 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 system 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 IKEA. The new site has increased customer engagement 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 by email, which was operationally complex and had led to sub-optimal customer experience.
I collaborated with our strategist to conduct the best-in-class case study and employee interviews to create a new journey from "Receiving an application" to "Received the old furniture in store".
Based on the research, I recreated user flows for both customers and employees. Then I designed the wireframes with new features such as the sustainability education section, price estimator, and image upload guide to help customers better understand the program and submit their Sell-back applications online.
For the employee side, I created a new sell-back task system for the IKEA CMS to let the employees operate the entire process through the CMS instead of manually replying to every email. The new design helps employees run the process efficiently and lowers the risks of making mistakes.