Deepening Customer Engagement with IKEA Retail

frog and IKEA Retail (Ingka Group) worked together to transform an underutilized customer club into a core part of its customer engagement strategy

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IKEA_living-room_header_03

Creating a more rewarding experience  

How does it work? 

Unlocking rewards 

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IKEA_yellow grid

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IKEA_reward_keys_phone_mockup

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Video_Cover_Reward_keys_IKEA

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IKEA saw that their customer club had potential to engage more members, in more meaningful ways. They wanted a new rewards concept that would activate support and recruit members towards the highest form of engagement—their home furnishing project journeys.

Growing IKEA Family’s impact 

Challenge

frog collaborated with IKEA to research, design and create a global rewards framework operating as a consistent way of rewarding customers across every country, whilst offering local countries flexibility to adjust.

Transforming engagement-driven loyalty 

Solution

Following country-specific trials, rewards from IKEA Family has launched in Australia, Germany, Ireland, Italy, Portugal, Spain, Sweden and UK. frog continues to support Ingka as part of the deployment to all remaining Ingka markets, ensuring customers globally can benefit from a more rewarding experience.

Substantial growth, increased engagement 

Outcomes

Project highlights

Delivering at scale

IKEA’s expansion of the rewards program shows confidence in the potential transformation to drive its membership engagement strategy forward and deepen relationships with customers.

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frog-icon-CommerceDigitalWorld

Expanding to engage the “many people”

Note: The images presented here are mock-ups and not reflective of the final solution.

Creating a Loyalty Program to Deepen Customer Relationships and Drive Cross-sell

Deepening Engagement & Loyalty with Their Best Customers

Bringing Innovative Med-Tech to Market with Ambu

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For the past eight years, frog has partnered with Ambu, an industry-leading manufacturer of single-use medical devices, to bring innovative pulmonology, urology, and laryngology products to market.  When Ambu decided to expand their offerings to include gastrointestinal endoscopy devices, they again partnered with frog to bring their vision to market, starting with a sterile, single-use duodenoscope. 
 
Having already completed initial design research and developed internal schematics for the endoscope, Ambu approached frog for support in finalizing its industrial design, challenging the team to find creativity within constraints. Drawing on years of prior research and experience working with Ambu, the frog Malmo industrial design team created initial concept mockups using everything from 3D printers to carboard models. The team then elevated those concepts that met both the ergonomic and functional requirements of real-world users, as well as the design parameters provided by Ambu. During the development phase, Ambu also worked with physicians to assist the frog team with testing and refinement of prototypes. After only a few weeks of testing, frog presented Ambu with five viable design concepts to choose from. 
 
The final product of this partnership is the <a href="https://www.ambuusa.com/endoscopy/gastroenterology/duodenoscopes/product/ambu-ascope-duodeno">Ambu® aScope ™ Duodeno.</a> While the aScope Duodeno is familiar in form to other duodenoscopes, it is designed to provide superior ergonomics, functionality and safety. By reducing the overall size of the device, the frog team made it more comfortable to hold compared to other endoscopes. The aScope Duodeno’s four-directional control wheels also allow a greater range of functionality and adjustment during endoscopy procedures.

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21_Case-Study-Ambu-02

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The primary advantage and innovation of the aScope Duodeno, however, is its ability to provide safe and sterile endoscopy for every patient through its single-use design. According to the FDA, the risk of patient cross-contamination with reusable duodenoscopes is <a href="https://www.fda.gov/medical-devices/safety-communications/fda-continues-remind-facilities-importance-following-duodenoscope-reprocessing-instructions-fda">greater than 5%</a>, even when stringent cleaning protocols are followed. The single-use aScope Duodeno eliminates this risk, giving both patients and physicians peace of mind by ensuring sterility every time. Additionally, the aScope Duodeno reduces capital investments and eliminates the reprocessing, repair and replacement costs associated with reusable duodenoscopes. 
 
The Ambu aScope Duodeno is cleared for sale in the USA and Europe with other markets pending. The FDA granted it the Breakthrough Device Designation, a designation reserved for devices that provide for more effective treatment, as well as diagnosis of life-threatening or irreversibly debilitating diseases or conditions.

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The Ambu aScope Duodeno won a 2021 Red Dot Product Design Award, as well as Red Dot’s Innovative Product award, demonstrating their clear leadership in the medical device industry.  Ambu and frog continue to partner on solutions aimed at improving experiences for patients and healthcare professionals alike, including the next generation of the aScope Duodeno.

Berlin

Art Director/in (m/w/d)

Brand

Barcelona

Customer Experience Transformation - Consultant

Customer Transformation

Chicago

Sr. Instructional Designer – Experience & Accessibility

San Francisco

Senior Visual Designer

New York

Sr. Interaction Designer

Design Director, Interaction Design

Senior Service Designer

Design

Brussels

Senior Consultants

Program Management

Senior Strategist:  Product / Experience Design 

Strategy

Accessibility Engineer - iOS/Android

Technology

Bangalore

Delhi

frog Innovation Team

Gothenburg

London

Lyon

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Mexico City

Milan

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frog-Cap-Invent-logo

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Bring game-changing products and services to market

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frog_Studio_header-malmo

Located on Sweden's southern coast, our frog Studio in Malmö welcomes audacious organizations eager to bring game-changing products, services and experiences to market. 

Delivering exceptional experiences your customers will love

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IMG_Jacob_Elander_highres-e1617042602901-1

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frog_Studio_author-Ann_Hannu

With residents hailing from over 170 countries, Malmö is one of the most eclectic cities in Scandinavia. For the food loving frog, that blend is a dream come true: from Sweden's best falafel to Michelin-starred meals from locally-sourced produce, it's all here.

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frog-icon-culture

A Melting Pot of Cultures

Of the 35,0000 people who live in Malmö, almost half are under the age of 35. It is most certainly a pond to get energized in.

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frog-icon-Excitement

Young-Spirited

In 2024, the grand final of the Eurovision Song Contest took place in the Malmö Arena, attracting people from all around the globe, who watched Switzerland bring home the gold medal.

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	Global		EN
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