IKEA Kitchen service
Customer service optimization
Streamlining the entire kitchen buying experience: simplifying every step of the journey, from initial planning to final purchase.
Company
IKANO Thailand
Task
UX research Business planning
Industry
Home furnishings
Year
2020
The process of purchasing kitchen products can often be time-consuming and complex, requiring careful planning to create the perfect kitchen. To enhance customer satisfaction, convenience and simplicity are essential, both in-store and online. A seamless buying experience fosters stronger customer commitment to the products they love and encourages brand loyalty. As an integral part of this process, the online platform—such as the website—plays a crucial role in improving overall service and streamlining the customer journey.
User flow analysis
The customer flow was analyzed to gain insights into the current buying process from the customer’s perspective. This flow was used to redesign the entire process, involving all stakeholders, including service providers, kitchen planners, vendors, developers, and specialists. By eliminating irrelevant steps and adding necessary ones, the process was streamlined for a more efficient and relevant customer journey. The process was simplified into four clear steps: measurement, planning, ordering, and installation.
Implementation
This project enhanced the kitchen planning experience by introducing an online booking system, allowing customers to schedule consultations with ease. Built within the existing visual and UI guidelines provided by the headquarters, the design maintains brand consistency while streamlining the customer journey from measurement to installation.
