Introduction

Hello! I'm Gabriella Santos, a designer in Sacramento, CA.

This is a case study about IKEA and their customer's touchpoint journey while using a new feature during these times of social distancing - virtual wait-lines.

Currently, IKEA has implemented new safety protocols due to COVID-19. I have expanded on their changes and added a virtual wait line to the experience to help maintain social distancing but also make the experience a little more convenient for customers. This case study shows the process of creating and integrating a virtual wait line feature into IKEA's system while keeping within IKEA's branding style.

It consists of 5 touch points: Awareness, Planning, Waiting, the Experience and Follow Up.

https://s3-us-west-2.amazonaws.com/secure.notion-static.com/f50c888c-2591-4687-914e-c74043b0b8fd/online_marketing.png

Let's begin:

Discovery and Research

Touchpoint 1: Awareness

Touchpoint 2: Planning

Touchpoint 3: Waiting

Touchpoint 4: Experience

Touchpoint 5: Follow Up

For more information, check out www.gabriellabeatrice.design