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Customer experience & commerciality

shop design & layout, IKEA Bangalore

working with the layout helps us steer the customers attention by presenting the brand's range in a more efficient way and create a strong brand impression. 

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a functional layout creates the preconditions for presenting and selling the range in a very commercial way. If planned well, the layout will support both planned impulse purchases. 

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the layout allows for ease of navigation and sales steering, which transforms visitors into customers. This is the starting point for planning any sales areas. Customers need a clear overview so that they know where they are and how to navigate towards where they want to go. They need to be able to find areas, products and services easily. Ease of navigation is a tool to make the journey more intuitive for customers to find their way in and across all customer meeting points.

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this is where we can influence the customer's shopping journey and buying behaivour!

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layout backgroung 2.jpg

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IKEA has 2 floors in their layout and 3 major divisions of shopping experience : Showroom, Market hall, Self serve. As a visual merchandising specialist, my role here was to plan and create a customer's journey in the more commercial way possible. While planning the store layout, I would work across functions with other teams such as sales, logistics, food, customer experience and marketing, as all the functions play a crucial role in creating a successful IKEA layout.

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I got the opportunities to rebuild departments and products areas in the store, to create a more inspirational, commercial and intuitive layout for our customers. We worked together with out sales and logistics partners to study the before and after customer engagement and flow of the departments to understand if our layout changes have had a positive commercial impact or maybe we have room for improvement.

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Create home furnishing impact

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  • Range presentation

  • Home furnishing solutions

  • Hotspots, backflows

  • Planned and impulse buying

  • Vitality and inspiration

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Clear overview and structure

of range

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  • Divide and distribute spaces

  • Optimize proportions of area

  • Create visually distinct areas

  • Overview support orientation

  • Range grouping

  • Junctions

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Convenient, intuitive and connected customer journeys

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  • Natural way

  • Main aisle

  • Secondary & tertiary aisle

  • Perimeter aisle

  • Shortcuts

  • Escape routes and emergency exits

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Easy access to products and shopping tools and all times

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  • Easy and convenient access to products and services

  • Access to IKEA shopping tools or shopping support

  • Logistics goods flow

Working with layouts :

Rebuild : Cooking product function

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with gaps occurring in the stainless-steel utensils range in Cooking department,​

the layout for this department played a crucial role and had to be adapted to new needs, for the customer journey to remain as seamless as possible.

Rebuild : Kitchens product function

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with lack of visibility and access for an entire product range, the layout had to be revised for optimal visibility of products. the shortcut for the previous department in prolongation was not allowing the customers to follow the natural way.

Rebuild : Dining product function

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using the layout as a commercial tool to maximise on sales and inspiration levels. working on stop-and-pull points to attract customers and steer them strategically through our layout.

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