Case Study 1

IKEA

GHUFRAN / AURIGA
Introduction
IKEA is a Swedish multinational conglomerate headquartered in the
Netherlands that designs and sells ready-to-assemble furniture,
kitchen appliances, decoration, home accessories, and various other
goods and home services. Started in 1943 by Ingvar Kamprad, IKEA
has been the world's largest furniture retailer since 2008.

IKEA is known for its commitment to sustainability. The company

has a number of initiatives in place to reduce its environmental
impact, such as using recycled materials in its products and
manufacturing processes. IKEA also works to promote sustainable
living through its educational programs and partnerships with other
organizations.
Table of contents

01 Problem Identification

02 PRD

03 Success Metrics

04 Project Timeline
01
Problem Identification

(AI)
User Persona
Dian / 41 / Stay-at-home mom / Married

Hobbies: Reading, cooking, spending time with

family
Goals: Get more discount or promo by loyalty
reward.
Challenges: Dian is a loyal IKEA customer. She has
an account with IKEA and has made several
purchases online and in-store.
Pain points: Dian’s frustration is impacting his
loyalty to IKEA. She feels like IKEA is not taking
his business seriously and that his data is not
important to them.
Needs: Improved customer loyalty.
 Stage Awareness Decision Delivery & Use Review

To find affordable, stylish, and

Users Goals Get information about apps Finding the right furniture durable furniture for her Rate the app
home
Customer Journey Map

Download IKEA application / Making a purchase Give the review on Website

Activities Get information about apps
Visiting an IKEA store Assembling the furniture IKEA

Touch Point Web / Mobile Web / Mobile Web / Mobile Web / Mobile

Emotions

Finding the time to shop for

furniture
Pain Point The application reliable or not Looking for Promo Finding the right furniture for her Slow and lagging
home
Assembling the furniture

IKEA offers a wide variety of

Improvement Give more ads / banner about
affordable, stylish, and Update on bug fix
Opportunities promo
durable furniture.
 Problem Statement
IKEA is unable to track the number of customers that visited the offline retail store and
which customers have an account with IKEA who have made a purchase offline. This
is a problem because it prevents IKEA from understanding their customers and
providing them with a personalized shopping experience.
The inability to track customers is impacting IKEA's business in several ways.
● First, it is preventing IKEA from understanding their customers. Without this
understanding, IKEA is unable to target their marketing and promotions
effectively.
● Second, it is preventing IKEA from providing a personalized shopping
experience. Without knowing which customers have an account and which
customers have made purchases, IKEA is unable to offer them discounts,
special offers, or other personalized content.
● Third, it is preventing IKEA from building customer loyalty. Customers who
feel like their data is not important to IKEA are less likely to shop with them in
the future.
 HMW Statement
How might we help existing
customers so that all
transaction are registered in
the history of apps or
website ?
Proposed Solution
Customer can directly download or
install app and Create a "My Account"
section on the IKEA website or app
where customers can view their
transaction history. This section could
also include other information about the
customer, such as their shipping address
and payment information.
02
PRD

(AI)
Objectives

Goals Tracking customers who shop offline also increase their

retention rates

Initiatives Adding member system in apps/website

Adding my account in user page

Persona Dian, 41 y.o, Housewife

Features
Epic My Account Page

User Stories ● As a customer, I want to be able to create an account on

the IKEA website or app so that I can track my purchases
and receive special offers.
● As a customer, I want to be able to receive emails or text
messages with special offers and promotions from IKEA.
● As a customer, I want to be able to view my purchase
history on the IKEA website or app.
● As a customer, I want to be able to track the status of my
orders on the IKEA website or app.

Acceptance Criteria ● Customers must be able to create an account on the IKEA

website or app using a valid email address and password.
● Customers must be able to receive emails or text
messages with special offers and promotions from IKEA.
● Customers must be able to view their purchase history on
the IKEA website or app.
● Customers must be able to track the status of their orders
User Flow
Stakeholders
Stakeholders Roles

CEO Decision maker and monitor all activities of each department

Development Team Create and ensure development goes well

Customer Support Provide all product related information to customers

Marketing Introduce or promote any products

 Success Metrics
● Monthly active users (MAU): The number of new members who sign up for
the IKEA member system.
● Customer retention rates: The percentage of members who use the system to
view their purchase history, track the status of their orders, and receive special
offers and promotions from IKEA.
● Customer satisfaction score (CSAT): The level of customer satisfaction with
the IKEA member system.
Project Timeline
Timeline

Sprint 1 Sprint 2 Sprint 3 Sprint 4

UT and Development Review and Evaluation 100% Release

Revision
Thanks!
Any questions?

franssmith7@gmail.com