IKEA DELIVERY SERVICE
service design
Company: IKEA.
Project: Concept development for a new delivery service for IKEA. Academic project - Collaboration TU Delft & IKEA. Supervised by Alex Visser (TU Delft) and Olivia Daly (IKEA). The main goal of this project was to create a more convenient delivery service for both IKEA workers and customers. Big part of the project focused on testing the concept in the IKEA Concept center in Delft, the Netherlands.
Website: ikeadelivery.nl
The design brief given by IKEA was to redesign the transport service of the company. After an analysis phase two main aspects to be improved were identified:
A. The current IKEA delivery service does not follow the main IKEA´s concept: “you do your part, we do our part and together we save money”.
B. The current IKEA transport service is used once the whole shopping experience is finished, and it is understood by the customers as an add-on service.
The goal of the new concept is to integrate the delivery service in the shopping experience, while getting the customer involved in the service´s activities. The proposed service is more convenient for both, the company and customers. It is based on sharing tasks between employees and customers. It improves the flow information and it gives more control of the service experience to the customers.
The customers get involved in the new service by receiving information during the entire shopping route and by taking part in some of the tasks. 4 steps to follow during the new service proposal:
STEP 1. Warehouse scales.
Scale systems are placed in the warehouse. Delivery costs are related to the items weight; the scales system allows the clients to check the price of their order before paying. A delivery card is given.
STEP 2. Warehouse Check-in
Delivery kiosks are placed before the check out line. Clients introduce the given card and fill in the required data. They must label the delivery boxes with an extra bar code.
STEP 3. Check-out
At the check out, the employee scans the bar codes. The system recognizes the delivery items. Clients pay for the items and the delivery at once. Info is in the card
STEP 4. Drop-Off
At the delivery desk, the the employee checks that the weight it has been paid for matchs with the items, (scale system) If it is ok, the client is done!
THE PROCESS:
