IKEA China has introduced self-driving vehicles in Anhui Province after a pilot saw average customer waiting times reduced by two-thirds, improving both the customer experience and creating a more efficient workplace for co-workers.
IKEA China worked with a local supplier to test self-driving vehicles that transport customer orders from an external warehouse to the IKEA Hefei store for self-pick-up, and to re-stock products in store. From the start of testing until now, the vehicles successfully covered almost 75,600 km.
For customers, the benefit was immediate. Average waiting times for self-pick-up orders reduced from six hours to just two, dramatically improving the overall customer experience and satisfaction. For the business, transportation costs between IKEA units were reduced by more than 50%, offering a potential cost-efficient model for smaller stores or future formats.
The positive result has led Ingka Group, the largest IKEA franchisee, to permanently adopt the service at IKEA Hefei. With data and learnings from the test, IKEA is evaluating which markets would benefit from this initiative where legislation and infrastructure are favourable. In China, autonomous deliveries to the customer are also currently being trialled.
Guided by the IKEA vision to create a better everyday life for the many people, IKEA will focus on understanding where self-driving technology can add real value for customers and co-workers, while balancing convenience, affordability and environmental impact.
David McCabe, Fulfilment & Core Services Manager at IKEA Retail, Ingka Group
“At IKEA we want to make life at home better through simple, affordable and convenient solutions to the many. Improving customer experience is a clear priority for us. This latest solution has taught us how new technology can shorten waiting times, support our co-workers and reduce costs, while keeping prices as low as possible.”
For more than 80 years, IKEA has grown by challenging old ways of working and developing smart retail solutions that are affordable and accessible for the many people. This curious mindset still shapes IKEA today, as it explores innovative solutions aimed at supporting customers to meet IKEA across its physical and digital channels. The IKEA Hefei self-driving vehicle test highlights how curiosity not only shortened waiting times, but improved customer satisfaction too.
Human-Centric Technology in Action
At IKEA, innovation starts with people. This, as many other automation initiatives, is being implemented to solve real everyday challenges; such as reducing waiting times for customers and creating a more efficient, supportive workplace for co-workers. By combining autonomous technology with human oversight and local ability, IKEA is proving how digital solutions can enhance human capabilities.
Ingka continues to explore automation across markets, the focus remains clear: technology must deliver tangible value, strengthen the co-worker experience, and improve life at home for the many.
“Autonomous delivery is no longer just a concept. At IKEA we are deploying it in daily operations in China, together with partners. The value is practical: smoother deliveries, better use of time, and a more efficient last mile,” added Susanne Waidzunas, Global Supply Manager, Inter IKEA Group.
Self-driving vehicle
The electric vehicle (EV) measures just over 3.5 metres long and 1.3 metres wide. It can handle all driving tasks without human intervention within specific conditions or areas (such as certain cities with approved road access rights, mapped roads). A human operator closely monitors the vehicle from a central location.
If the vehicle encounters an issue on the road during its journey, the operator can take control and manually guide it around any obstacles.
About Ingka Group
With IKEA retail operations in 32 markets, Ingka Group is the largest IKEA retailer and represents 87% of IKEA retail sales. It is a strategic partner to develop and innovate the IKEA business and help define common IKEA strategies. Ingka Group owns and operates IKEA sales channels under franchise agreements with Inter IKEA Systems B.V. It has three business areas: IKEA Retail, Ingka Investments and Ingka Centres. Read more on Ingka.com.
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