IKEA Fulfillment Services

Click & Collect, Home Delivery, Lockers, Full Serve

This project focuses on enhancing the customer communication touchpoints for IKEA’s Fulfillment Services.

By analyzing real-world friction points at the physical service desks, I designed a communication strategy (including targeted email copy, in-store posters, and packaging flyers) to reduce customer frustration, protect store staff from hostile interactions, and optimize fulfillment workflows.

Tools:

Adobe Illustrator

The Click & Collect department faced a critical operational bottleneck: customers regularly arrived at the store before their orders were ready.

Issues arose from live digital inventory counters. Customers would spot a "low stock" warning online (1–5 items left), drive down, and become irate if an in-store shopper purchased the item while they were en route.