IKEA continues to improve the customer experience with the use of self-service kiosks, innovatively designed to enhance shopping across all IKEA stores. The Upptäcka kiosks are transforming the way customers interact with IKEA, providing a seamless self-service experience that enhances every step of the purchasing process.
“This initiative supports the IKEA vision of creating a better everyday life for many people, by giving customers the ability to better explore our products from anywhere in the store, whilst also showing our commitment to our co-workers”
– Parag Parekh, CDO for IKEA Retail (Ingka Group)
Empowering Customers
Upptäcka kiosks enhance the shopping experience at IKEA by providing customers with more options to choose from, as well as the ability to shop independently. These self-service kiosks are readily available to assist customers whenever they encounter an issue. Each kiosk is designed to be contextually relevant, seamlessly integrating digital and physical in-store experiences to deliver the most pertinent information to customers when they need it. Shoppers can use Upptäcka kiosks to locate desired items and, once ready to purchase, can continue their transaction on their personal devices. Upptäcka kiosks offer flexibility and convenience, significantly reducing waiting times and improving overall customer satisfaction.
With the goal of empowering more customers to serve themselves, Upptäcka kiosks reduce the workload on staff, allowing them to focus on more valuable tasks and enhancing their work experience. Parag Parekh, CDO for IKEA Retail (Ingka Group), explains, “This initiative supports the IKEA vision of creating a better everyday life for many people, by giving customers the ability to better explore our products from anywhere in the store, whilst also showing our commitment to our co-workers.”
Customer and Co-worker Benefits
The introduction of Upptäcka kiosks has shown promising results for IKEA so far. “We can now serve six times the number of customers compared to the previous one-to-one approach” according to Stojanka Karlsson, Product Owner for Upptäcka. This efficiency not only boosts customer satisfaction but also reallocates coworker resources more effectively, allowing them to spend more time with customers before they reach the tills. Coworkers previously tied to manual tasks at kiosks are now available for more complex customer interactions, leading to increased sales, particularly in areas like kitchen planning and home furnishing. Customers have also expressed high satisfaction with the kiosks, noting that they are easy to operate.
Future Improvements
There are currently 35 Upptäcka kiosks available in every store to cover the various stages of the customer journey. As most full-service orders are now facilitated through Upptäcka kiosks, the company has observed an increase in customer interactions, higher satisfaction, and overall efficiency.
As customers continue to embrace this new service, IKEA is committed to continuously enhancing its technology and innovation, ensuring that every store format and location provides an exceptional shopping experience. The company’s dedication to technological advancements will keep transforming how customers engage with IKEA, making every visit more convenient and enjoyable.
About Ingka Group
With IKEA retail operations on 31 markets, Ingka Group is the largest IKEA retailer and represents about 90% of IKEA retail sales. It is a strategic partner to develop and innovate the IKEA business and help define common IKEA strategies. Ingka Group owns and operates IKEA sales channels under franchise agreements with Inter IKEA Systems B.V. It has three business areas: IKEA Retail, Ingka Investments and Ingka Centres. Read more on www.Ingka.com.
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