IKEA
IKEA
Problem
The key challenge the IKEA account team faced was continually engaging the customer in a consistent and compelling way.
With a large account team and multiple global workstreams, there was a fear that the Salesforce vision and partnership might start to appear disconnected.
Much of IKEA operates globally in silos, with information stored in various systems. Our aim was to help IKEA realise how they can create real connected experiences grounded in Salesforce technology.
Problem
The key challenge the IKEA account team faced was continually engaging the customer in a consistent and compelling way.
With a large account team and multiple global workstreams, there was a fear that the Salesforce vision and partnership might start to appear disconnected.
Much of IKEA operates globally in silos, with information stored in various systems. Our aim was to help IKEA realise how they can create real connected experiences grounded in Salesforce technology.
Role
Creative Strategy Lead
Creative Director
UX Consultation
Design and Demo Build Coordination
Design Thinking Facilitator
Role
Creative Strategy Lead
Creative Director
UX Consultation
Design and Demo Build Coordination
Design Thinking Facilitator
Solution
With numerous customer programs ongoing, from PAX wardrobes to customer service and kitchens, we hosted multiple design-thinking inspired co-creation workshops to ensure we were always focusing on the right problem at hand, and our cross-product solutions were both story-led and underpinned by exciting, inspirational technology
Our proposed solutions focused on cutting edge customer innovations including 360 customer profile visibility, AR design inspiration, interactive marketing communications and real-time AI-driven service interactions. An online experience as good as their o¢ine was key. Front of mind was ensuring all outputs were consistent in this single and visionary focus, creative aesthetic, and technical solution approach.
Solution
With numerous customer programs ongoing, from PAX wardrobes to customer service and kitchens, we hosted multiple design-thinking inspired co-creation workshops to ensure we were always focusing on the right problem at hand, and our cross-product solutions were both story-led and underpinned by exciting, inspirational technology
Our proposed solutions focused on cutting edge customer innovations including 360 customer profile visibility, AR design inspiration, interactive marketing communications and real-time AI-driven service interactions. An online experience as good as their o¢ine was key. Front of mind was ensuring all outputs were consistent in this single and visionary focus, creative aesthetic, and technical solution approach.
Execution
Hosting workshops both internally and with the customer to create our own innovative POVs and shared narratives with a golden thread - IKEA’s customers’ love for their own homes.
This involved not only the visions across PAX wardrobe, Customer Service and Peer-2-Peer but I also led the design team to create scalable, reusable design templates, used to unify all customer-facing messaging throughout the account.
Execution
Hosting workshops both internally and with the customer to create our own innovative POVs and shared narratives with a golden thread - IKEA’s customers’ love for their own homes.
This involved not only the visions across PAX wardrobe, Customer Service and Peer-2-Peer but I also led the design team to create scalable, reusable design templates, used to unify all customer-facing messaging throughout the account.
Outcome
Overseeing the multiple workstreams to create a single, consistent voice, resulted in a deeper and more collaborative relationship across the entire account - helping the customer really feel their exciting future. Uncovering the true needs and challenges of the customer then bringing these narratives to life in a connected approached ultimately helped the team close multiple multi-million dollar deals.