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Self-checkout at IKEA

Self-checkout at IKEA

IKEA offers its customers the possibility to scan and pay products themselves at self-service checkouts. Using the self-service checkouts gives many customers pleasure and reduces their waiting time. As another example, Allianz offers customers the possibility to change and check their personal data in the online customer portal.

About the authors

Avatar image of Tobias Fehrer
Tobias Fehrer
@ process-pattern.app

Tobias is doctoral student and has created process-pattern.app as a side project. His research is on data-driven process improvement.

Find Tobias on @dtdi tobiasfehrer

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Foundational basic Patterns

Distinguish case types

Determine whether activities are related to the same type of case and, if necessary, distinguish new business processes

Isolate exceptions

Design business processes for typical cases and isolate exceptional cases from the normal flow

Deploy extra resources

If capacity is insufficient, consider increasing the available number of resources

Apply triage

Consider the division of a general activity into two or more alternative activities

Tailored privacy settings

Offer customers the possibility to choose among privacy settings

First-contact problem resolution

Establish a one-contact resolution for customer issues

Performance-based task assignment

Allocate tasks based on past performance: execution time and success

Quality-based task assignment

Allocate task based on past feedback or quality metrics

Department-based assignment

Distribute tasks by interdepartmental interactions to enable or restrict involvement

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In this case study

Offer Customer self-service

Offer customers the possibility to serve themselves

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