Background

The IKEA sell-back program allows customers to return their used IKEA furniture and receive store credit in exchange. This initiative promotes sustainability by encouraging furniture recycling and reducing waste. Customers bring their pre-owned IKEA items to designated locations for assessment. If accepted, they receive IKEA credit based on the value of the items, which can be used towards new purchases, supporting a circular economy within IKEA's business model.

Challenges & Goals

Scalability Issues: The current process that asks customers to submit a form then wait for approval is challenging to scale effectively.
Labor-Intensive: Requires significant manpower for product submission, condition review, and online listing.

The goal is to increase feature adoption rate among existing customers and boost the volume of sales and revenue from the second-hand furniture section, while ensuring it does not negatively impact sales of new furniture. The redesign of the buyback process aims to streamline operations, enhance accessibility, and create a more user-friendly and efficient experience for sellers.