As the Product UX Designer for the IKEA Family Rewards team, our mission is to deliver not just a top-tier experience for our customers, but also robust internal tools. It’s crucial to consider the experience of our co-workers who assist customers in need. With this focus, we want to developing a dashboard that empowers each country to independently manage and create rewards tailored to their local needs.
Deliverables
• High-fidelity interactive prototypes
•Refined designs prepared for launch.
• Personas
• User journeys and task flows
• Low-fidelity wireframes
• High-fidelity mockups and prototypes
Tools
• Figma
• Miro
• Contentsquare
• Origami Studios
Situation
In our current workflow, change requests are being submitted and tracked via email. This approach has led to inefficiencies, as emails can be easily overlooked or lost in busy inboxes. Additionally, there is no central place to monitor the status of these requests, resulting in delays and miscommunications.
The Co-worker experience
From Chaos to Clarity, we’re committed to equipping our co-workers with the tools they need to create seamless experiences.
Task
Recognizing the need for a more efficient system, I was tasked with identifying and implementing a solution to streamline the change request process, ensuring better visibility, tracking, and communication among team members.
Action
I proposed developing a centralized ticketing system to log, track, and manage all change requests in one place. I collaborated with our pilot countries and project management teams to explore potential solutions and identify the best path forward. Additionally, I led Miro sessions to gather collaborative input and finalize the design.
Result
The implementation of the ticketing system significantly improved our workflow. Requests were no longer lost or overlooked, and team members could easily track the status of their requests in real-time. This led to faster response times, clearer communication, and a more organized approach to managing changes, ultimately improving our overall efficiency.
