NeW FEATURE
IKEA Redesign
ROLE
UX Designer in a team of 6
COMPANY
Innovate 48 Design Hackathon
timeline
Jan 2024
tOOLS
Figma
Project Overview
The current IKEA sell-back program faces challenges in terms of efficiency and user experience. Customers using the program encounter a slow and complex process, which slows down the program's accessibility and user satisfaction. Therefore, we were tasked with adding new features to create a more user-friendly and efficient sell back experience for customers.
This challenge was introduced by a 48-hour desginathon hosted by Liftyz and DesignBuddies. The goal was to enhance IKEA’s sell-back program by redesigning its current online experience.
The current IKEA Sell-back program involves a slow and complex process for sellers. Sellers are navigate to a sell-back page to fill out an application form, undergo a long waiting period, and carry their furniture to an IKEA store by themselves.
Current User Flow
Pain Points
Users need to find the sell back program in IKEA homepage first.
Users need to scroll all the way down to find “get a quote” button to start their sell-back application.
The application form is quite long, and users need to wait around 5 business days for the experts to give an estimate.
Then they need to carry furniture by themselves all the way to IKEA
What's our thought process?
Due to the time limit of the design hackathon, we quickly came up with ideas such as simplifying the process with smart AI-driven categorization and providing real-time credit estimates. Then we drafted a basic user flow based on the ideas.
Then we converted the user flow into mid-fi wireframes.
furniture swap
After finalizing the screens, we created the final design, further refining the concepts.
What does the new sell-back service do?
The new IKEA Sell-back program features an integrated experience “Furniture Swap” where sellers simply get their old items inspected and picked up upon an delivery.
New User Flow
Click through to see how the “Furniture Swap” feature works.
It's a Win-Win-Win Situation
For IKEA
Providing the sell-back option encourages buyers to lean towards IKEA for new furniture, potentially boosting sales.
Offering convenient second-hand furniture disposal services contributes to increased customer loyalty and satisfaction.
It also aligns with IKEA's values, helping to build an environmentally friendly image.
For users that are selling second-hand furniture
Sellers opting for the sell-back option can receive credits for future purchases, enhancing their overall shopping experience.
For furniture that doesn't meet the criteria, IKEA's team provides a hassle-free disposal service, relieving sellers of the burden.
Rapid on-site furniture assessment reduces waiting times and inconvenience for sellers, making the entire process more efficient.
Sellers can choose between receiving credits or having IKEA's team take away furniture that doesn't meet the criteria.
For users that are buying second-hand furniture
Buyers have the option to sell back old furniture, promoting sustainable consumption and a circular economy.
On-site rapid assessment during new furniture delivery provides a convenient service for buyers.
Old furniture that passes assessment gives immediate credit release. Buyers can enjoy discounts when purchasing new furniture.
Supporting the purchase and recycling of second-hand furniture allows buyers to express environmental consciousness through their shopping choices.
How would we tell the new model is effective?
Webpage Conversion
Increase customers’ time spent on IKEA webpage.
Repeat Usage
Increase in users returning for Furniture Swap and general transactions
Time to Completion
Reduce average time to completion, by utilize auto generated photo list, estimate and give store credit directly.
Customer Retention
Users are coming back to sell old furniture while purchasing new ones, or to save for future purchases!
Number of Submissions
Increase in the total number of Furniture Swap and Sell-back submissions.
Minimize Drop-off Rate
Minimize sell-back application drop-off rates by asking customers for the most important info before they begin the application!
What's our plan after?
From UX design perspective
Conduct usability testing and performance monitoring with real users to gather feedback and iterate.
Perform an accessibility audit to ensure the redesigned experience is accessible to users.
Establish a plan for ongoing user research.
From business perspective
Explore possibilities for expanding the accepted types of second-hand furniture since it’s mentioned by current customers.
Explore new technologies such as AR (3d scan) or (AI) to improve the accuracy on furniture estimation.
Emphasize IKEA's commitment to social responsibility and sustainability through the second-hand furniture department.