IKEA

Redesign of the User Experience and Improvement Roadmap for IKEA Home

CRM & Loyalty CX & Strategy Experience Design

We analyzed the actual IKEA Home experience to identify the friction points that were limiting its use and understanding of its value. We mapped user journeys by user type, incorporated principles of behavioral economics, and facilitated a workshop with global and local teams. The result was a prioritized backlog featuring quick wins and a roadmap for improvements in content, communication, design, and architecture.

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