Objective: Enhance Omni-Channel Growth for Ikea Energy Services

What: www.ikea.com Åsa led the CX strategy and Service Design for Ikea Energy Services, focusing on improving their Solar Panel Journey.

Approach:

• Adopted an omni-channel perspective to identify 13 crucial customer moments.
• Directed the Ikea team to uncover growth opportunities, set experience KPIs, and prioritize opportunities based on business goals.

Key Actions:

• Conducted a deep dive into qualitative research to gain customer insights.
• Aligned segmentation and personas.
• Designed comprehensive service design and omnichannel customer journeys and blueprints.
• Facilitated collaborative design thinking workshops to address pain points and opportunities in the customer journey.
• Identified and prioritized opportunities that matter most to customers.
• Delivered 6 CX Up Scale programs for senior Ikea stakeholders, enhancing their understanding of CX principles.

Program Components:

• Alignment of Business Goals
• Qualitative Research Deep Dive: Gained customer insights.
• Segmentation & Persona Alignment
• Service Design & Omnichannel Customer Journeys: Created detailed blueprints.
• Collaborative Design Thinking Workshops: Identified pain points and opportunities.
• Opportunity Identification: Mapped crucial customer moments.
• Opportunity Prioritization: Prioritized based on impact.
• Prototyped Solution and Experience Design

Results:

• Successfully improved the Solar Panel Journey with a focus on customer-centric growth.
• Enhanced the overall customer experience through meticulous service design and UX strategies.

Skills Used: Innovation Consulting, Service Design, UX

For More Information: To identify customer goals and drive real impact towards your business objectives, contact Åsa at asa@theoutcomestore.com.

Company Background: Ikea is a global furniture retailer headquartered in Sweden, renowned for its innovative home solutions.

Åsa’s Role: CX Leader and Service Design Lead for Ikea Energy Services.