A two stage solution promotes a culture of knowledge which values experience, regardless of if it stems from success or failure. 

 

Stage 1

The working name is ERFARENHET, Swedish for experience. This deceptively simple concept is intended to help preserve IKEA’s knowledge. Using a friendly and approachable card deck as a sort of trojan horse, it encourages the mindset of documentation, to preserve knowledge, without judging it under a binary categorization of successes or failure. This addresses several obstacles IKEA faces in learning from error, while presenting a small step towards normalizing failure.

 

• Resistance to talk openly about failure

• No internal system to discuss company issues

• Record of failures not maintained

• Documentation that is difficult to locate

• The loss of tacit knowledge due to retirement

• Loss of storytelling as original employees pass away

 

Like sports or Pokémon collectible cards, one side is a photo, while the other provides a concise description. New series are added seasonally, and limited edition cards could create buzz. Due to the card's limited size, the description must extract key learnings in a format that is easily digestible. To obtain more detailed information, a QR code links to a more complete documentation available online. The prototype  created is the introductory series focused on standout products over the decades, including the SLADDA bike, AIR sofa, and UPPLEVA tv which were giant disappointments to be learned from. Subsequent series highlight other of IKEA’s notable learnings, such as the many innovative systems they championed, such as the introduction of flatpack or how the allen wrench changed DIY. Alternatively, a series could be focused on product designers who share lessons from the design and manufacturing perspective, or on company principles. The learnings are user sourced, gathered by asking all employees to provide their biggest learnings, from both good and bad outcomes. 

 

This solution is offered in both analog and digital format, without change in design since screen and cards are of similar size.  In the app version of these cards, instead of the QR, would be a menu icon allowing users to search the database. Admittedly, while digital format is better suited for anything data related, the analog version is suggested as well for a variety of reasons. They can be used as a store promotion to encourage food traffic, awarded for purchases over $50 or sold at the museum gift shop, make a great stocking stuffer, or corporate gift awarded to new employees, or when they retire. Additionally, cards can be used as a trivia game, with the whole family, or on a company retreat. Physical cards provide a way for millions of IKEA fans to get excited about learning the IKEA stories while collecting and trading. Naturally, sharing IKEA’s lessons with consumers is bold, as few companies are willing to admit their errors, but doing so will develop trust in consumers who recognize that IKEA has nothing to hide. It opens constructive discussion which supports a failure-positive attitude of learning from mistakes, promoting fearlessness currently not present.

 

Stage 2

Cards are merely the entre to building an all inclusive IKEA knowledge platform, an organizational wiki named WIKEA, which acts as a depository for experience, whether from success or failure. The online platform consists of two levels: basic information suited to customers, accessible from their cards or the app, while employees gain access to the complete record. Like wikipedia, the information is user provided, where employees are able to modify pages with their individual experiences,  creating a living documentation. 

 

Summary

Playing cards present a fun and lighthearted way to address several shortcomings shared by IKEA employees, such as the difficulties in maintaining lessons learned or knowing where to find them when needed. It also addresses transfer loss, by providing a place for retiring employees to share experiences, keeping their stories when they are gone. The dual combination of ERFARENHET cards and WIKEA wiki utilize a mix of analog and digital mediums to preserve the company’s collective intelligence, and promote pride of ownership or experience.

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