Briefing

Redesign IKEA’s customer service page so that users can quickly troubleshoot delivery issues with ease.


Getting to know IKEA

IKEA, the world's largest furniture retailer, operates more than 300 stores across the globe. The company specializes in low-priced goods, mostly sold in a compact “flat-pack” form for in-home assembly by the customer.


What Customers Say

While conducting research on customer satisfaction and website effectiveness, I was able to identify that IKEA faces criticism for its poor online customer service interface.

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Trustpilot reviews commonly mention website structure and response time. Customers complain about having difficulties ordering online and having to wait long periods of time on the line to reach a representative by phone.

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Google and Sitejabber reviews follow the same trends, identifying ‘customer service’ and ‘order’ as the most common words cited.

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