Build a self service tool for IKEA customers to order small spare parts online

IKEA’s customer support is flooded with requests of very different nature. Many of them concern getting information of ongoing orders and claims, but some of them are about products that need small fittings to function properly. This sounds like an easy task, but for a coworker it can be quite time consuming, as the customer needs to provide info about the product in order for it to be identified, and in addition the coworker needs to find the spare part in question. When carrying a conversation like this on phone or chat, it’s easy for things to take unnecessarily long time, or worse not be accurate.

The spare parts tool is designed to let customers add the product ID number and see all spare parts that it is composed of, see their stock status and easily order them