As an industry leader, IKEA is obliged to provide innovative solutions. Good, proven solutions are not enough, because consumers expect more, faster and more efficiently. To meet these requirements, and even more, to be able to pleasantly surprise customers, you need to constantly look for improvements. Such a task was set for the Interactive Point of Sales (IPS) project. The goal was to create IPS together with an intuitive, easy-to-use shopping application. The solution is currently being tested in three stores in Warsaw.
During joint workshops, we’ve developed a number of solutions with the client that, after implementing our concept, allow us to improve the experience of both employees and store customers. First of all, IPS’s have become meeting points with the buyer, enabling comprehensive service and support of the purchasing process. Considering the circumstances (no salesperson available, shopping in a hurry), the application must be very intuitive to use. Its primary task is to facilitate customer transition and the purchasing process, from selecting a product until a decision about the delivery and payment. However, when the store is nearby, its task is to help customer operate the application, explain its operation and solve any problems encountered.
An additional assumption is the ability to handle shopping in places where there are exhibition hall showrooms. The buyer after reviewing the offer is able to make a purchase immediately on the spot. The buyer can also send his shopping list to the e-mail or SMS in the form of a voucher and use it in any company store. Another option is shopping remotely, at any store with home delivery or personal pickup at a selected point throughout Poland. By paying online, choosing the date and method of delivery, the buyer has a lot of freedom, and we shorten the purchasing process and thus we can handle a larger number of interested parties.
- customer loyalty program,
- online payments,
- system for sending shopping list via SMS or email,
- delivery system via courier.
The application is being tested in selected locations. Data are collected on an ongoing basis that will allow us to better understand the real needs of customers and make the final decision on the shape of this solution and the scope of implementation in Poland or on a larger scale.