IKEA China has introduced self-driving vehicles in Anhui Province after a pilot project reduced customers’ average wait times by two-thirds, which improved both the customer experience and created a more efficient workplace for employees.
The pilot project was carried out in collaboration with a local supplier to test self-driving vehicles that transport customer orders from an off-site warehouse to an IKEA store and to restock products in the store. From the start of the test until now, the vehicles have successfully traveled nearly 75,600 km.
– At IKEA, we want to make life at home better through simple, affordable, and comfortable solutions for the many. Improving the customer experience is a clear priority for us. “Our latest solution has taught us how new technology can reduce wait times, support our employees, and lower costs, all while keeping prices as low as possible,” says David McCabe, Fulfilment & Core Services Manager at IKEA Retail, Ingka Group.
For customers, the benefits of the new solution were immediate. Average wait times for in-store pickup dropped from six hours to two, which improved the overall customer experience. For the business, transportation costs between IKEA locations decreased by more than 50 percent, offering a potentially cost-effective model for smaller stores or future formats. The positive results have led Ingka Group, the largest IKEA franchisee, to permanently implement the service at IKEA Hefei. Using data and lessons learned from the pilot, the company is evaluating which markets would benefit from this initiative where legislation and infrastructure are favorable. Autonomous deliveries to end customers are also currently being tested in China.
“Autonomous delivery is no longer just a concept. At IKEA, we’re using it in our day-to-day operations in China, together with our partners. The benefits are practical: smoother deliveries, better use of time, and a more efficient last mile,” says Susanne Waidzunas, Global Supply Manager, Inter IKEA Group.
