Queue Management System SaaS
A cloud-based SaaS platform designed to streamline customer flow and reduce wait times for businesses across various industries, from healthcare to retail.
Understanding the Waiting Game
Research involved observing customers in various waiting environments (banks, clinics, retail) and interviewing staff to understand the operational chaos and user frustration.
Research Methodology
Conducted observational studies and contextual interviews with over 40 staff and customers. The key qualitative findings helped map the emotional and logistical journey of waiting.
Interview Pain Point Distribution
The qualitative interviews with 40+ participants revealed that long wait times were the most significant pain point for customers.
Defining the Core Problem
Businesses lose customer goodwill and operational efficiency due to disorganized, non-transparent queueing processes. Customers need control and information, while businesses need data and flexibility.
Problem Statement
The lack of a smart, integrated queueing system creates a frustrating experience for customers and a stressful, inefficient environment for staff. This disconnect leads to lower customer satisfaction, reduced staff productivity, and a lack of actionable data to improve service operations.
User Personas
The Customer
"I hate waiting in line. I wish I could join the queue from my phone and get an alert when it's my turn."
The Frontline Staff
"It's hard to manage the rush. I need a simple way to call the next person and see how many are waiting for my service."
The Branch Manager
"I need to see wait times and staff performance in real-time to make sure we're meeting our service level goals."
The Business Owner
"I want to compare performance across all my locations and understand customer flow patterns to optimize my business."
Key Pain Points
Long & Unpredictable Wait Times
Customers are frustrated by long waits with no clear information on when they will be served, leading to poor satisfaction.
Inefficient Staff Allocation
Managers lack real-time data on queue lengths and service times, making it difficult to allocate staff effectively to meet demand.
Physical Presence Required
Customers must be physically present to join a queue, wasting their time and leading to crowded waiting areas.
No Performance Analytics
Lack of data makes it impossible to identify bottlenecks, measure staff performance, or make informed decisions for operational improvements.
User Access Matrix
To ensure security and proper functionality across all platforms, we designed a user access matrix defining permissions for each user type.
| Feature | Web | Mobile | Kiosk | Voice Assistant |
|---|---|---|---|---|
| Customer | ||||
| Join Queue Remotely | - | |||
| Join Queue via QR | - | - | ||
| View Queue Status | ||||
| Frontline Staff | ||||
| Manage Own Queue | - | |||
| Call Next Customer | - | |||
| Branch Manager / Business Owner | ||||
| View All Queues | - | - | ||
| Access Analytics | - | - | ||
System User Flow
I designed the architecture to support two primary user journeys: the customer's path from joining a queue to receiving service, and the staff's workflow for managing the queue and serving customers.
Customer Journey
Join Queue
Remotely via app or QR code.
Wait Anywhere
Receive real-time updates on position.
Get Notified
Alerted when turn is approaching.
Receive Service
Proceed to counter when called.
Staff Journey
Log In
Access the staff dashboard.
Monitor Queues
View real-time queue status.
Call Next
Call the next customer with one click.
Transfer Queue
Move a customer to a different service queue.
Complete Service
Mark service as complete and add case notes.
Designing a Seamless Flow
The core concept was a dual-interface system: a simple, mobile-first experience for customers and a powerful, data-rich dashboard for staff and managers.
Key Design Decisions
Ideation focused on reducing customer anxiety and empowering staff. These core principles guided the feature development and overall system architecture.
Virtual Queuing
Allow customers to join a queue via a QR code or app, freeing them to wait wherever they want.
Role-Based Dashboards
Staff see a simple 'call next' interface, while managers get a full analytics dashboard.
Multi-tenant Architecture
Design a scalable system where each business can customize its queues, services, and branding.
Building and Validating
Interactive prototypes were created for both the customer-facing mobile app and the staff dashboard, then tested in simulated real-world scenarios.
Prototype Highlights
An interactive prototype was developed to simulate the complete user journey, from a customer joining a queue to a staff member managing the flow.
Usability Study Results
Round 1 (Customers)
- Users want a simple, one-click way to join a queue remotely.
- Clear, real-time updates on their position in the queue are essential.
Round 2 (Staff)
- Staff need an intuitive interface to call the next customer and manage service stations.
- A dashboard view of all active queues is critical for managers.
- Users requested automated alerts when a queue gets too long.
- Simplifying the process for transferring a customer to another queue.
Impact & Results
Project Impact
The platform successfully reduced average customer wait times by over 40% in pilot locations. Businesses saw a significant increase in customer satisfaction scores and improved staff efficiency due to data-driven operational insights.
Key Learnings
Designing a successful SaaS product requires balancing the needs of two distinct user groups—the end-customer and the business user. Simplicity for the customer and power for the business were the guiding principles that led to success.
Key Metrics & Impact
Next Steps
Appointment Booking
Integrate appointment scheduling to allow customers to book a time slot in advance, further reducing wait times.
Staff Performance Analytics
Build out a more detailed analytics module for managers to track individual staff performance and service times.
Third-Party Integrations
Develop APIs to allow integration with other business systems like CRM or POS software.