Define organisational requirements and owners
During this phase, we define the high-level organisational requirements for implementation. In order to implement the to-be customer journey initiatives, we identify the owners and agree on next steps and key success measurements.Define organisational requirements
Once the desired solutions have been plotted on the to-be customer journey map, it’s time to look at the organisational requirements for implementing each solution, including:
- skills and resources
- processes
- tools and data
- governance.
This holistic approach ensures that we satisfy customer needs and can implement new initiatives across the IKEA world (rather than in isolation).
We can define the to-be capabilities and assess the current state (as-is). The gap between these is a roadmap that needs to be followed to implement a solution.
The roadmap should define the initiatives to build the right capabilities (organisational requirements) and have clearly assigned ownership, defined timelines and milestones, as well as the required resources to complete it.
Map the relevant teams (owners)
After defining improvement initiatives through the customer journey methodology, key teams are identified to test, refine, and implement these initiatives. They ensure that the solutions are in line with the to-be journey as well as integrated with the rest of the IKEA systems, processes, tools, etc.Align on the next steps and key success factors
Once the owners are mapped and agreed, concrete next steps are defined in order to start implementing potential solutions for customer experience improvement. This includes:
- outlining specific actions
- setting clear objectives
- establishing measurable success metrics to ensure ongoing monitoring and evaluation of the initiatives (as well as their impact on the overall customer experience.