Since the COVID-19 pandemic, stock shortages have worsened globally. This has also affected IKEA and its customers, resulting in canceled orders and items staying unavailable for indefinite periods of time.
The complexity of this issue and the many ways it affects IKEA customers has made it one of the company’s top problems to address, leading to this research.
To create a broad understanding of how customers perceive and experience stock unavailability and to evaluate the effectiveness of IKEA’s current ‘unavailable’ solutions.
I worked with another researcher to review prior internal knowledge, then speak with 30 customers and co-workers in 4 markets (in-store and online) to create a report and share-out sessions tailored to relevant teams.
In the short-term, this research informed several A/B tests for quick online improvements. In the long-term, it built a framework for internal teams to better frame and continue mitigating this problem on-and-offline.
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