Oya Arslan Ozmen

Over the past year, IKEA has accelerated its rollout of small-format stores across the Los Angeles area, reshaping how Angelenos access affordable, high-quality home furnishings. In this session, Alison Diehl and Oya Arsalan Ozmen will share key results from this expansion, exploring how these new stores have impacted the customer journey and complemented the brand’s omnichannel strategy. 

• Assessing the benefits and learnings from opening small-format “Plan & Order Point” and pick-up locations, which bring IKEA closer to urban customers and enhance convenience 
• Integrating small-format stores with larger warehouse locations to ensure a seamless, consistent experience across all touchpoints 
• Expanding services to meet evolving needs, including expert home planning, click-and-collect, and personalized solutions for both individual shoppers and businesses