Goals
- Ergonomic audit
- Funnel redesign
- Omni-channel service
I was contacted by Sensio Grey for this pitch. We won the project 🎉
Ikea wanted to improve user-paths to increase sales, and define the next steps for France website.
Analysis of current pain points
I like to start with typical user-paths.
What are the current pain points and how to improve those ?
I did this task on the 3 main personae identified, bringing solutions to their very own pain points.
Here is one example with Emilia, 30yo, moving in a new place.
The exclamation marks are the identified pain points. Those are the steps I focused on.
![](https://nyow.fr/wp-content/uploads/ikea-currentuserpath.png)
![](https://nyow.fr/wp-content/uploads/ikea_improveuserpath.png)
Smart Wishlist
We often buy new furniture when moving to a new place. Doing all the crazy shopping all day, going home super tired, and then : you realize you forgot something. And you have to do it again tomorrow.
To avoid this pain point, the idea is to have a “smart wishlist“.
From a “room” landing page, you can create a list, and you will select the products you want to add.
It’s also a business opportunity to include cross-sell products.
Outcomes
- you can remove what you already have and don’t need to buy.
- you will not forget something in store
- you don’t have to search the right category page for each product (which was a pain point), we provide a link so you can check directly what you’re looking for.
![](https://nyow.fr/wp-content/uploads/ikea_sketch_wishlist.png)
New mobile Funnel
The early stage analysis highlighted that Ikea users were active on mobile, but funnels weren’t often completed.
The ergonomic audit explained why: there was technical and usability issues.
So we suggested a new, user friendly, mobile funnel.
![](https://nyow.fr/wp-content/uploads/ikea_funnel.png)
![](https://nyow.fr/wp-content/uploads/ikea_flow.jpeg)
Service design is a fantastic way to identify business opportunities while solving current users pain points.