For this touchpoint, I want to reach out to customers, thank them for visiting and ask them about their experience using the virtual wait line. This can help us understand our customers better and learn what can be improved. The best way to follow up with customers is through email. They sign up on the app or website, a newsletter or add their email to our database when they join the virtual wait line. This grows our list of reach. We can get information out quickly to many customers at once, through emails. IKEA already uses emails to tell new and older customers of new products, sales, and big changes happening at IKEA.

Benefits of email marketing:

• creating personalized content geared towards a specific customer. - This could be based on previous purchases and style preferences.
• collecting feedback - This is an efficient and quick way to engage with customers directly and hear their concerns.
• Generate traffic - This could generate traffic to IKEA's site or the stores. When customers see and hear of exciting new products or news, they can easily click the link that takes them to learn more about what they have just read through the email.

The main objective of this touchpoint is to:

• gain an understanding of a customers' first hand overall experience by using a quick survey, comment, or rating of satisfaction
• figure out pain points of the virtual wait line process and how to improve upon them
• gain customer loyalty and make sure they come again soon.

Examples of IKEA's current emails:

Email objective: Sign up for IKEA family

Email objective: Targeted audience - customers to like candles/previously bought candles or shown interest on the site.

Bottom of email design: Included quick links, IKEA Family card barcode and easy ways to pay/add your IKEA family card to your virtual wallet.

Initial Email Follow Up Sketches:

Email objective: Lower Prices campaign

Email objective: Targeted audience, tech people, sports people

These are the layout ideas I had for the follow up email. I sketched while referring to the images of emails above.

Final Designs:

These are the final email designs for the follow up. I made the CTA with IKEA's yellow color branding. I took this idea from my research findings. Yellow is only used twice throughout the emails. There are also quick links at the top for easy accessibility for customers to navigate to.

End of Case Study 🙂 tnx for reading