Objective

Improve the UX of assembling furniture

The instructions that come provided with furniture are comprised entirely of 2D diagrams and have no words to provide context. In their effort to have lean production costs, IKEA has sacrificed their customer's experience of assembling the furniture...and customers aren't happy about it. Customers want to assemble furniture for themselves (either to feel a sense of pride in their work as a DIYer or because they have a tight budget), but hate the confusion the instructions invoke.

Concept

Use AR to animate instructions right off the page for improved context

AR provides two key features that help users further understand their environment. 1) It puts in augmented content wherever the user holds their phone camera and 2) Provides context in the X, Y, and Z axises instead of just two like traditional mobile applications.

Solution

IKEA Assembly: AR-enabled Furniture Assembly Instructions

IKEA Assembly is a mobile application that uses augmented reality to place animated instructions into the user's environment. The little details and context that get lost in a picture can be clarified by the user walking around, moving closer and away from the model, and iconography representing key tools and actions needed.

How it works

Find model - verify - onboard - Begin Assembly

Before it starts the AR instructions, IKEA Assembly will:
1) Ask the user what furniture model they want instructions for.
2) Identify the model requested.
3) Guide the user in verifying he/she has all parts and tools needed for assembly.

One of the biggest pain points for users was getting half-way through assembly and realizing they missed a crucial part and have to call customer service and stop their assembly groove. By having an onboarding process confirming everything before assembly starts, it helps address possible situations that might take the user out of the assembly process.

Concept

Use AR to animate instructions right off the page for improved context

AR provides two key features that help users further understand their environment. 1) It puts in augmented content wherever the user holds their phone camera and 2) Provides context in the X, Y, and Z axises instead of just two like traditional mobile applications.

Why this works

Use AR to animate instructions right off the page for improved context

IKEA Assembly is a mobile application that uses augmented reality to place animated instructions into the user's environment. The little details and context that get lost in a picture can be clarified by the user walking around, moving closer and away from the model, and iconography representing key tools and actions needed.

Why this works

Reduced Call Center Queues

Less calls to the call center stemming from confusion, saving time and improving customer satisfaction from shorter wait times.

Familiar with AR

IKEA customers are already primed and ready with an AR-ready device from IKEA Place.

easy access to 3D model library

IKEA can utilize their current 3D model library from IKEA Place to power these instructions.

expedited launch

Since IKEA creates their own products and doesn't have to worry about third-party manufacturer manuals, it expedites the process of getting AR instructions out to consumers.

solves persistent pain point

Solves the frustration that consumers have had with assembling IKEA furniture for years.

The Process

behind-the-scenes: user research, persona, sketches, prototype iterations, and final presentation

Concepting, designing, and prototyping to solve
problems and create exceptional experiences

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Another needless source of question marks over people’s heads is links and buttons that aren’t obviously clickable. As a user, I should never have to devote a millisecond of thought to whether things are clickable — or not.

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Your objective should always be to eliminate instructions entirely by making everything self-explanatory, or as close to it as possible. When instructions are absolutely necessary, cut them back to a bare minimum.

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