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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

Establish a case-based mindset

Remove batch-processing and periodic activities from your business process

Reduce touchpoints

Reduce the number of contacts with customers and third parties

Isolate exceptions

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

Resequence activities

Move activities to more appropriate places

Use eco-friendly resources

Replace underlying resources with eco-friendly alternatives

Human Process Performance

Consider whether it is eco-friendly to let humans work over machines

Offer Customer self-service

Offer customers the possibility to serve themselves

Expertise-based task assignment

Match tasks to experts' specialized skills for efficiency

Experience-based task assignment

Delegate task according to experience: execution frequency, case involvement, interactions

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In this case study

Offer Customer self-service

Offer customers the possibility to serve themselves

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