IKEA info point
We created an entire family of products: an information desk, a self-service panel, a stand for shopping accessories, e.g. pencil, tape measure, etc., as well as trash cans. The design was developed in close co-operation with Cogision, which conducted research on users’ needs, both customers and IKEA employees.
This research made it possible to:
- Understand the exact nature of their work, as well as explore the needs of those who use the current points on a daily basis.
- Learn the advantages and disadvantages of the current “info points”
- Discover potential insights helpful in the design process
The project’s main objective was to give the customer independence in the purchasing process. This would relieve store employees and make queues melt away. As a result panels for self-service purchasing were developed. The employee-customer relationship received a lot of our attention during the design process. We wanted employees to become advisers, experts, not simple information providers, and to transform the info point into a meeting point. With this in mind, we created an open shape for the points, one that would encourage informal and friendly conversations. The round table tops allow customers to approach from all sides and not experience distance between them and the employee. Rotating monitors facilitate configuring furniture together or providing help with shopping. The point has two counter top levels. The upper one is height adjustable to match the employee’s height. Meanwhile, the lower counter top, was designed for wheelchair users. It allows an order to be completed in complete comfort. Cogision informed us what accessories Ikea employees use on a daily basis. These we divided into groups of frequently, occasionally and very rarely used. Armed with this knowledge, we found the right places for all these accessories, based on work ergonomics and use frequency, while also helping employees to keep the counter top tidy. We also paid attention to the point’s visibility, light form and long service life.
year: 2018
client: IKEA
design project: KABO & PYDO design studio
design team: Tomasz Pydo, Katarzyna Borkowska, Małgorzata Załuska, Ewa Nowak, Jarosław Markowicz, Michał Majdak
user experience reaserch, ux design and development: Cogision
prototyping of the information point
We placed information point prototypes in the IKEA Janki store and worked with Cogision to interview employees and gain their perspective on the new points, as well as possible improvements.
Additional counter top
observation:
Info points are not adapted for talking to people in wheelchairs.
solution:
The solution allows wheelchair users to sign documents. Also, the counter top gives an additional advantage, as a purse or shopping bag can be placed on top. If a longer conversation is required, customers can also sit on the counter.
Open nature of the point
observation:
Current solutions give no suggestion regarding which the side the point faces –customers feel confused coming to the table; they feel unsure when coming up from behind (Sorry, am I bothering you?). The employee can’t greet the customer with a smile, as they’re often standing with their back towards the customer when working.
solution:
The post’s layout suggests the positioning of the customer in relation to the employee; the employee faces the customers, they see when someone approaches.
Counter top height
Observation:
For a two employee post, the table top’s height adjustment is common, so each of them tries to adjust it to their own preference. Sometimes two people with a large height difference work at one post.
Solution:
In order to allow each employee to work comfortably, the height of the counter tops can be adjusted independently. Thus, there’s no need to constantly change the table top’s position when two people, one short and one tall, are working together at one post.
The most frequently used accessories are always at hand
observation:
The counters are full of various office accessories that limit the available work area. Water bottles are stored in the cupboards.
solution:
Items that employees use frequently have a dedicated space. They’re close to hand, but not conspicuous.
Dedicated place for water
observation:
The counters are full of various office accessories that limit the available work area. Water bottles are stored in the cupboards.
solution:
Bottles have also been assigned a special space.
Place for outdated documents
observation:
The current post has a special box for unnecessary documents that should be destroyed.
solution:
The post has a built-in basket for storing old or incorrect documents. At the end of the day, the basket is emptied and the documents shredded.
The basket opens at a simple press of a foot pedal.
Dedicated place for a schedule
observation:
Several employees can work at one post. Each of them adjusts it to their needs and implements improvements.
Numerous paper sheets would lay on the counters, reducing the working area.
solution:
The drawer layout is identical at every point, which means employees moving between departments always know what is where.
The post has a drawer for terms and conditions of promotions, documents on co-operation with external companies, etc. A small drawer located under the counter holds a schedule and daily objectives.
Printer
observation:
Easy printer access is of particular importance for employees.
solution:
The printer is located in a drawer under the counter and can be used during service. Printed documents can be quickly removed through the opening in the counter top (without the need to always pull out a drawer). Access from the top makes it possible to read a card. The employee serving the customer doesn’t need to change their position or walk around the post to pick up the printout.
Printer
observation:
Easy printer access is of particular importance for employees.
solution:
The post holds a daily supply of paper, while additional paper is in an external cupboard in the department.
Swivel monitor
observation:
Some customers look over employees’ shoulders when they want to view the display.
solution:
The screens are mounted on a swivel arm, which makes it easier to present content to the customer.
Place for leaflets
observation:
Numerous leaflets can be found at info point counter, taking up a large part of the working area.
solution:
Shopping aids and leaflets are placed in the meeting point’s wooden frame and in a separate, dedicated display.
