Hej

We found that Ikea is a legacy company which have a lot of loyal customers – however – there are many customers who dread coming into an Ikea store, regardless of their love for the products. So, how could we improve their shopping experience? 

Through our qualitative and quantitative research, made up of 18 in depth interviews, 5 store visits, 1 customer journey map, 7 articles, 3 persona and empathy maps and over 6 prototypes, we found that there was one joyful memory of Ikea: the meatballs. Although trivial, we find it interesting that this reward has very positive connotations and we decided to embody this happiness into an Ikea mascot which is represented in an app which trail finds customer needs, shortens lines at the store, makes it easy to find products as well as exits and improve overall customer experience.