Defining the future of IKEA.

The retail experience of IKEA has always been groundbreaking, guiding customers through a ‘fixed path’ layout and engaging room designs that contextually combine their products.

We explored future KPIs and methods of measuring in-store engagement to help the IKEA experience stay ahead of the curve.

As a lead contributor on this project, this process involved working with the global retail team at IKEA to:

• Audit existing KPIs and measurement frameworks;

• Define the criteria for impactful, future-facing measures of success and experiences;

• Ideate new blue sky ways of measuring in-store experiences and staff engagement to redefine the future of the IKEA experience;

• Design three research-backed and inventive new KPI recommendations to guide the future activity of IKEA;

• Socialise these recommendations to senior managers for inspiration and implementation.