Last Updated: 11.03.2025
Insights
Journey Phase
Installation / Configuration
Needs
acc. to most recent REU/REM/RNA Needs & Touchpoints Studies (little regional differences)
Key Topics
Main jobs to be done
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Convenient OTIF delivery and all in one installation
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Skilled and professional fitting and ready to use installation
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Appliance onboarding (incl. cleaning and caring)
Key Challenges
Major pain points & problems
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Fitting schedule with changing delivery times / fragmented installation
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Tedious complaint management and little compensation / substitute products in case of delays / flaws
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Unskilled installers
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Additional steps required before first use (e.g. water hardness setting, appliance pairing, salt / detergent, ..., settings, ...)
Search Focus
Online vs Offline channels
Focus on furniture vs appliance selection
Key Touchpoint
Channels used acc. to research purpose
Detailed Subjourney
JTBD / Tasks within a journey phase acc. to UK KIP Research 2024
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Activity performed:
Receive an order confirmation & estimated delivery date. Receive the progress of shipment online & receive regular updates on the delivery status.
Attitudes:
I don’t like it when my delivery date changes.
Appliance consideration:
Frustrations with deliveries can impact on our NPS scores at both the retailer and usage stage.
Activity performed:
Kitchen planners will typically store appliances and/or furniture in another room until it is time to be fitted. Often failing to inspect until they are fitted.
Attitudes:
I want my appliances to arrive on time and without any issues.
Appliance consideration:
Focused on ensuring that the appliances are all in good order and have no issues with installation. How do we ensure that independent fitters are given the same information for fitting that our kitchen dealers supplied fitters have?
Activity performed:
A few days before the installation date, the kitchen planner receives a courtesy reminder via email or SMS, ensuring they are fully prepared for the upcoming appointment.
Attitudes:
I want to be kept well informed of arrival times. I want an expert fitting with no issues.
Appliance consideration:
Focused on ensuring that the appliances are all in good order and have no issues with installation. How do we ensure that independent fitters are given the same information for fitting that our kitchen dealers supplied fitters have?
In a nutshell
Key take-aways to consider
I want the delivery and installation of my kitchen furniture and appliances to coincide and fit my schedule.
Focus on time and service.
I want a professional installation so that my kitchen is neat, safe, and ready to use.
Focus on ease of mind and safety.