Reusable Wayfinding & Service Communication System
Client:
IKEA
Challenge:
Create a reliable and reusable wayfinding solution that could be quickly deployed during lift outages, helping customers navigate alternative routes independently while reducing operational disruption and reliance on temporary signage.
Responsibilities:
Identified and defined the communication challenge, then developed a scalable wayfinding system that combined clear information hierarchy, environmental communication, and operational efficiency. Designed the signage framework, deployment process, and supporting guidance materials to ensure consistent implementation across the store.
This project addressed a recurring operational challenge caused by lift outages, which often required reactive requests for temporary customer signage. To improve both the customer experience and internal workflows, I developed a reusable wayfinding system consisting of numbered pull-up banners that guided customers along an alternative route through the store. Each banner corresponded to a specific location, creating a clear and intuitive navigation journey supported by a photographic placement guide for store teams. Drawing on IKEA's established wayfinding principles, the system used familiar visual cues, concise messaging, and clear information hierarchy to ensure ease of use in a busy retail environment. The resulting solution reduced setup time, minimised the need for ad-hoc printing, improved customer self-navigation, and created a more sustainable and efficient process for managing service disruptions.
