shopping with the ikea app – customer journey map

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Example 4 – easier product search and shopping:
IKEA developed a customer journey map that revealed that many customers were getting lost in its large stores. In response, the brand introduced more intuitive signage in stores and improved access to product locations on its website, allowing customers to more easily plan their purchases.

ikea product location customer journey map

Source: www.ikea.com/pl/pl/

In addition, IKEA has introduced a simplified returns process indonesia telegram data and the ability to order products online for home delivery or in-store pickup. Customers can also use the “Scan and Pay” feature in the mobile app, which allows them to scan products while shopping and skip the traditional queues.



Source: www.ikea.com/pl/pl/

With these improvements, IKEA has reduced customer frustration, improved their shopping experience and increased brand loyalty. This initiative shows how customer journey analysis can help identify problem areas and implement solutions that benefit both customers and the company.

To sum up:
Creating a customer journey map can bring many benefits to your business, including better customer understanding, improved processes, and increased loyalty. To create an effective map, remember these key steps:

1. Determine the purpose of the map – determine why you are creating the map and what problems you want to solve.

2. Define customer personas – develop detailed profiles of your audience.