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01/13/2021

Ikea builds consumer app into shopping platform

Dan Berthiaume
Senior Editor, Technology
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Ikea U.S. is enabling customers to buy products directly through the its app for home delivery and in-store pick-up.

A new design allows customers to seamlessly navigate the app and discover products. Among the new features, the updated Ikea app includes an inspirationally-designed feed of product recommendations, content and campaigns, which customers can choose to personalize by selecting their favorite products. 

The upgraded app also enables customers to create a profile and get access to their digital loyalty card. Ikea says it will continuously update the app to introduce more features and maximize the quality of its customer experience. In the past year, the retailer has focused on enhancing customer experience with digital features such as artificial intelligence (AI), customer service chatbots, and 3D visualization design tools; as well as an online platform to showcase home design experiments. 

“At Ikea, we are on a journey to transform the way we meet our customers, and the Ikea app is an important step we’ve taken to become more accessible and convenient to the many,” said Umesh Sripad, chief digital officer, Ikea U.S. “One of the reasons customers enjoy visiting Ikea is to get shopping ideas and inspiration, and the shoppable app makes it possible for them to get inspired and complete their purchase from the convenience of their mobile device.” 
 
Ikea originally launched its consumer app in July 2019 in Sweden, France, the Netherlands, U.K., Ireland, Spain, Canada, and Japan. So far, it has been downloaded by 4.9 million users and is now available in the U.S. The shoppable app and new digital tools were designed and developed in collaboration with Work & Co, the Ikea digital product partner.