Link: Available for all IKEA members under Profile > Purchase history, or unregistered with a digital or physical receipt under Track my order
Order Management
Rebuild and improve the order tracking tool, adding new functionalities to increase what users can do on their own.
This in turn reduces contacts to customer support centers, allowing IKEA to be more cost efficient, and customers to save time and have more control over their orders, resulting in an improved experience
Role
Design Lead
Skills
UX, UI, Prototyping, Stakeholder management
Platform
Website
Year
2019
The Challenge
It is pretty much expected today to have a place to track the order status, especially after doing an online purchase. Sometimes, users need to cancel or edit a newly placed order quickly and at their own convenience.
When I joined the team, the tracking feature was an obsolete, view-only page with vague information, which meant that customers called support to know basic things such as order and refund status. At the same time, a new IKEA design language was being worked on, which meant aligning but also informing all the UI and UX to the new design system standard.
A use case centric approach
With an iterative and user centered process, we rebuilt the Purchase details page to show the most relevant information based on the status of the purchase itself. This meant lifting the information and possible actions depending on its status, so that users always know what actions such as Reschedule, Cancel, Return, are possible to perform.
The experience was also optimized for the device used, to give a good overview no matter if the user is on-the-go on their mobile devices, or by a laptop. The project has since been iterated upon by updating the UI and adding new integrations, but kept its well-tested core experience.
What we learned
A good self service platform helps customers feel empowered and builds better trust towards IKEA as a brand.
Being able to always access the information gives an extra layer of transparency and control over purchases, making the daily life of both customers and coworkers a little more hassle-free.
To achieve this, we need to constantly improve the relevant data layer, pushing the organization to have a customer centric approach even at back-end level.
