IKEA
User Journey
Services
Consultancy
Documentation
Research
User Journey Planning

We made a tool that helps put customers first, before, during and after store visits.

Tasked with developing a new customer experience framework for the global IKEA business, we engineered The Customer Experience Map that serves as reference tool describing common customer behaviours. These were identified and quantified through extensive contextual research in six key IKEA markets globally.

Created in collaboration with stakeholders across the IKEA organisations and BBH, this tool allows the IKEA business to plan and execute strategies specifically designed around these behaviours. The previous global Customer Experience Map for IKEA was developed by McKinsey over 20 years ago.

Spacer

Relaunching a beloved mobility brand using the vehicle of design

Spacer

Defining the voice of women working in tech in Asia

Spacer

Bringing together a divided world through connected payments

Spacer

Giving motion flavour to a premium travel retail skincare range

Spacer

Putting some bounce into the awareness of a running shoe’s tech

Spacer

Taking a luxury brand higher with a premium voice of wit.

Spacer

Keeping an eye on the AdMarcom scene in Singapore

Spacer

Elevating the charitable power of T-shaped people

Spacer

Repositioning a heritage destination’s recreational image

Spacer

Landing superior blends in the hands of discerning travellers

Spacer

Inviting millennial travellers to ‘get out more often’

Spacer

Branding the face of an industry-leading digital transformation

Spacer

Making a beloved filipino food experience ready for the world

Spacer

A brand revolution for digital money in SE Asia