Ikea has been using self-service kiosks in its home improvement stores for many years – for wayguiding in the self-service hall as well as in the exhibition area for orders. Ikea is now taking stock after the rollout of the latest Upptäcka digital signage kiosk terminal generation.
Ikea’s success is based on the high level of standardization in its almost 500 furniture stores worldwide. Anyone who has been to an Ikea will easily navigate in other stores around the world. Nevertheless, article searches and way-guiding are among the most important usage scenarios, along with ordering articles.
An average of 35 Upptäcka kiosks are in operation in every Ikea furniture store. According to invidis information, Ikea uses Google Chrome OS as the operating system for the self-service terminals, which are attached to wooden columns in a visually appealing way. For Ingka, the operator of the Swedish furniture chain, the terminals significantly improve the customer experience.
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Customers can explore products, located items and easily shop using their own smartphone. This means that items that are not available in the store or the entire order can be ordered online and delivered home.
According to Ikea, Upptäcka Digital Signage Kiosks significantly improve the shopping experience at Ikea. The self-service terminals are available to customers everywhere and usually without waiting to help with questions.
Each kiosk is designed to be contextual – the content is optimized for the department and the items placed directly in the area – and is seamlessly integrated into the instore and digital customer journey. Customers should be able to get the most relevant information quickly and easily via the screens when they need it. According to Ikea operator Ingka, most full-service orders are now processed via Upptäcka kiosks. The kiosk terminals have proven themselves in practice as they offer flexibility and convenience, shorten waiting times and increase overall customer satisfaction.
Benefits for customers and employees
The introduction of Upptäcka kiosks has shown promising results for IKEA so far. “We can now serve six times as many customers as with the previous one-to-one approach,” says Stojanka Karlsson, Product Owner for Upptäcka. This efficiency not only increases customer satisfaction, but also allocates employees’ resources more effectively, allowing them to spend more time with customers before they go to the checkout. Employees who previously performed manual tasks at kiosks are now available for more complex customer interactions, resulting in increased sales, especially in areas such as kitchen planning and home furnishing. Customers have also expressed great satisfaction with the kiosks, pointing out that they are easy to use.
