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IKEA China has introduced self-driving vehicles in Anhui Province after a pilot project reduced average customer wait times by two-thirds. This not only enhances the customer experience but also creates a more efficient working environment for employees.
As part of the collaboration with a local provider, IKEA China tested self-driving vehicles that transport customer orders from an external warehouse to the IKEA location in Hefei. Additionally, the vehicles are used to restock products in the store. Since the start of the tests, the vehicles have covered nearly 75,600 km in total.
Customers immediately felt the benefits. Average wait times for self-pickups dropped from six hours to just two hours, significantly increasing overall customer satisfaction. For the company, the new transportation solutions led to a reduction of over 50% in transportation costs between IKEA locations, representing a potentially cost-effective model for smaller stores or future formats.
The positive results have led the Ingka Group, the largest franchisee of IKEA, to permanently implement the service at the Hefei store. Based on the data and insights from the test, IKEA is evaluating which markets this initiative could benefit, provided that the legal framework and infrastructure are favorable. Autonomous deliveries to customers are also currently being tested in China.
Technology in the Service of People
IKEA has evolved over more than 80 years by challenging traditional ways of working and developing smart retail solutions. This curious mindset continues to shape IKEA today as the company explores innovative solutions to reach customers through physical and digital channels. The test of self-driving vehicles in Hefei illustrates how curiosity not only shortens wait times but also improves customer satisfaction.
The self-driving vehicles are electric and measure just over 3.5 m in length and 1.3 m in width. They can perform all driving tasks without human intervention under certain conditions or in specific areas (such as cities with approved road rights). A human operator monitors the vehicle from a central location. If the vehicle encounters a problem during its journey, the operator can take control and manually navigate the vehicle around obstacles.
The Ingka Group, operating in 32 markets, is the largest retailer of IKEA and represents 87% of IKEA’s retail sales. It is a strategic partner in the development and innovation of the IKEA business and helps define shared strategies. The Ingka Group owns and operates IKEA retail outlets under franchise agreements with Inter IKEA Systems B.V.
