IKEATE is an innovative platform designed to help IKEA customers upcycle their used furniture. As a service concept, IKEATE aims to cultivate a community of upcycling enthusiasts, promoting an eco-friendly lifestyle with personalized furnishing experiences.
Background
IKEATE, originally known as FurniVenture, is a service concept developed by a multidisciplinary team at Carnegie Mellon University. Over the course of eight weeks, the team progressed from defining the initial service concept to conducting user research based on identified needs. The insights gathered were then synthesized into a final prototype, shaping both the product and service framework.
My Role
As team lead, I coordinated the development process across disciplines, guiding the team through proposal, research, validation, and design iterations. In collaboration with the project manager, I facilitated weekly meetings to maintain alignment and progress among the team. At the conclusion, I led a final presentation for potential investors, gathering feedback for future improvements.
Context
HCI Institute, Carnegie Mellon University
Timeline
09.2023 - 04.2024 (8-month)
Project Team
Dongtao Bi, Bonny Philip, Wanting Yang, Diksha Chand, Yousuf Alkhiyami
My Role
Team Lead, Service Designer
INTRODUCTION
Problem Definition
As time passes, IKEA furniture owners encounter challenges with their products and may feel the need for a replacement, whether due to outdated styles, changing needs, or natural wear and tear. However..
Design Challenge
Jump to final prototype
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Netnography Research
To better understand the problem space, we conducted netnography research within online communities of IKEA product owners, such as the Reddit forums, where customers discuss experiences and challenges related to their products.
01
Research Question
"How do customers currently resolve the issue when their IKEA furniture no longer meets their needs?"
Purchase a new product to replace the old one, but keeping the old one for future needs.
"We had an IKEA table that no longer fit our space due to its style. We ended up buying a new one from Wayfair and stored the old one in the storage unit in case we need it in future."
- Big-Giraffe60
Donating used furniture to local charity stores or neighborhood thrift stores.
"My local chairity collects reusable furniture so I just called them to take it. It has served me well over the years. Now I am glad someone else can use it. "
- MightyMapleSyrup
Repair the used products following instructions.
"I had a chair with a broken leg after a year of use. I couldn't afford to replace it back then. Luckily I found a tutorial on Youtube to repair it from someone who had a similar issue.
New screws, sanding paper, and some wood glue - simple"
- Johnston Smith
@Quora
Upcycle and repurpose used furniture product with a bit of effort.
"I painted my old IKEA bookshelf and it looks good without much effort. Placed a butcher block on top and it became the best kitchen island I ever had.
Nothing wrong with using a typical spray paint from HomeDepot. Just keep the wood oiled and you are golden."
- Williams G.
Trading-in used furniture to IKEA in exchange for store credit.
"I Traded in my old IKEA dining set with their buy-back program. It was not fun moving it to the store, but I got store credit for buying something else."
- SarahLuv0622
Resell used products and replace with new.
"I usually put up such stuff for cheap on Facebook marketplace (like $50 for a sofa) and it's gone within a day or two. Then I don't have to deal with the hassle or cost of transporting it to the recycling center."
- Daniël
02
Research Question
Which platforms and services are associated with these user actions?
03
Research Question
What are the major challenges customers face when using these services?
1
IKEA offers store credit for used furniture trade-ins, but the minimal return and hassle of transporting large pieces make it unattractive for most customers.
2
Furniture on the used market poses risks in quality control, as buyers often remain unaware of product flaws until after transactions are completed.
3
Some customers have attempted to renew or repair their furniture, but sifting through numerous YouTube videos and sourcing materials from hardware stores like Home Depot creates a significant barrier.
DESIGN OPPORTUNITY
Next, we began to identify existing resources that IKEA can leverage to address the challenge in its unique way.
This step not only aligns the service design with user needs and potential business value for IKEA, but also highlights how IKEA can differentiate itself from competitors in the used furniture market.
Resource 01
online presence
IKEA user groups thrive across various online platforms and social networks, fostering a supportive community for IKEA customers.
These community groups provide customer touchpoints beyond the IKEA storefront, offering vibrant peer support and reassurance - creating a collaborative environment where customers can learn from each other's experiences.
Resource 02
a thriving DIY community
Within these online communities, 'IKEA Hack' represents a DIY culture that provides customers with creativitive recycle, reuse, and repurpose of IKEA products.
IKEA customer groups have cultivated a DIY culture focused on upcycling used IKEA products, such as 'IKEA Hack' - Treating used furniture as resources to be renewed, remanufactured, or repurposed, which can potentially extend the lifecycle of IKEA products and adapt to customers' changing needs over time.
Resource 03
ecological resources
IKEA actively promotes renewable lifestyles by providing customers with the access to sustainable materials, tools, and refinishing products.
As a company, IKEA is dedicated on the use sustainable materials and production practices, reinforcing its brand image as a leader in environmentally friendly business. This character sets IKEA apart from other competitors in the used furniture market.
DESIGN OPPORTUNITY
Through upcycling, IKEA can empower customers to transform old products into new creations and experiences.
Based on research, we hypothesized that by helping IKEA customers upcycle their used furniture, not only we could revitalize their experience with IKEA products, but also extends customer engagement beyond the initial purchase. It’s a win-win, creating value for both the customer and IKEA.
Interceptive Interview
To validate our service concept, we conducted intercept interviews with IKEA customers, meeting them where they are to uncover insights into their firsthand experiences and thoughts on upcycling used furniture. This process can be broken down into three parts:
01
Develop an interview protocol tailored to the research question. Practice interview process with the internal team to refine the protocol and ensure smooth proceedings.
02
Approach customers as they exit the store in the IKEA parking lot, introducing ourselves, explain the purpose of the research, and invite them to participate in a brief 10-minute session.
03
During the interaction, act as a secondary team member, documenting data and observations from the interview. Immediately after, synthesize the research findings with the team.
Feedback 01
"Sounds like a good idea, but where do I even start?"
Feedback 02
"Make it worthwhile by making it personal."
Feedback 03
"Not sure, but maybe we can keep it simple enough."
Stakeholders Mapping
"As the research process revealed a variety of stakeholders within the upcycling landscape, I remapped the stakeholder groups to highlight their diverse roles and relationships."
Highlight
'Community fabricators' are skilled IKEA customers experienced in upcycling used furniture, making them valuable guides for new adopters.
While IKEA customers often turn to customer service for help with products, community fabricators can also facilitate this process by offering their own experiences, what they need is a platform to connect with peer customers and offer support.
User Journey
Customer journey after purchasing IKEA furniture.
To inform the next steps in design, we revised initial design challenge based on what we learned from user research and validation, and crafted a user persona as a reminder for who are we designing for.
REVISED PROBLEM
"How could IKEA motivate customers to upcycle used furniture, simplify the process, and provide a personalized refurnishing experience?"
Demographics
Name: Emma Green
Age: 32
Occupation: Highschool Teacher
Location: Portland, Oregon
Background
Emma wants to refresh her worn-out IKEA furniture but feels overwhelmed by the process. With limited time and concerns about wasting effort and money, she struggles to visualize how upcycled pieces will fit her small apartment. Certain challenges make it hard to commit to a DIY project, even though she's eager to personalize her home.
Frustrations
Emma wants to refresh the style of her living space with used IKEA furniture, but she struggles to stay within her budget. Emma is eager to give her old IKEA furniture a new look, but she finds it difficult to learn tutorials from various sources. She is willing to spend time on decorating her living spaces, but she is unfamiliar with the process.
Pain Points
-Unfamiliar with upcycling process
-Time constraints
-Budget limitations
-Information overload
-Difficulty with decision-making
User Persona
Emma - The emerging upcycling enthusiast.
MINIMUM VIABLE PRODUCT
An initial MVP of the proposed service framework helped us gather feedback from prospective users, following design principles derived from validation.
CONCEPT DEVELOPMENT
MVP Prototype
Leveraging a low-fidelity prototype, we conducted concept validation with 4 groups of participants to gather feedback. The insights gained informed the next steps in refining our service framework.
Feedback 01
While allowing customers to select style preferences during the search process is ideal, some users found it confusing as they were unsure of the style they wanted. Describing the level of complexity in natural language may be more effective than icons.
Resolution 01
As a result, the search preference feature is simplified to include two main functions: sorting by preferred browsing method and filtering by project complexity.
Feedback 02
Given that reassurance and community support are key propositions for the service, it may be beneficial to include a profile icon of the community fabricator who contributed to the tutorial, along with a comment section for additional guidance.
Resolution 02
Adding a reference link to the community fabricator in the project details section could be helpful. Although a comment system might add complexity to the current prototype, it’s a feature we could consider adding later based on validation.
Feedback 03
Some participants questioned whether tutorials were created by IKEA or community fabricators, noting they would find them more credible if backed by IKEA customer service. Additionally, indicating that deliveries can be shipped to IKEA stores could reduce shipping costs and increase foot traffic.
Resolution 03
To keep the service scope agile, it’s essential to maintain tutorials generated by IKEATE users. Incorporating an 'IKEATE Certification' tag for validated tutorials could further build user confidence in these guides.
Community Fabraicators
Community fabricators may gain rewards through thje sales of upcycling materials, while sharing their experiences and support with other users - improving user competency in upcycling projects.
IKEATE Users
IKEATE offers users a cost-efficient, personalized furnishing solution, empowering them with upcycling tutorials and support for a sustainable lifestyle, fostering a sense of community in their home decor journey.
IKEA
IKEA benefits from enhanced brand loyalty and sustainability reputation, while generating additional revenue from material sales, supporting customer retention through IKEATE’s service model.
Strategy 01
Unbundle the process of generating upcycling tutorials by empowering IKEATE users to contribute while building a supportive community around shared knowledge.
Strategy 02
Increase user confidence in the upcycling process by offering visualization of the final outcome, helping IKEATE users proceed with assurance.
Strategy 03
Boost foot traffic to IKEA stores by offering in-store delivery for materials, which provides users with cost savings on shipping and a convenient pickup option.
Refined Prototype
Design System Integration
To integrate the service with IKEA's mobile app, the MVP incorporates IKEA's design system within its original settings. This approach establishes a visual guide to ensure consistency in future prototypes.
With IKEATE, uncover new possibilies for your used furniture and find inspirations tailored to your unique style
IKEATE features a user-generated gallery of upcycling projects created by fellow IKEA customers. The platform allows users to filter search results by project complexity, catering to varying skill levels and preferences.
Enhance your upcycling projects with detailed tutorials and preview designs in your own space
IKEATE offers a platform where customers can learn from others’ experiences through step-by-step guidance, which is enhanced with augmented reality (AR) visualization, allowing users to see the project in space and enables confidence.
Access everything you need for your upcycling project, delivered right to your local IKEA store for pickup conviniently
IKEATE simplifies upcycling by combining user-created guides with essential tools and materials, offering everything you need for a hassle-free and enjoyable refurnishing experience.
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