The art of waiting (less)
Role: Embeded Service Designer
Team: 1 Designer, Tech BA, Product Owner, Developers
Project duration: 3 months
Branches once relied on paper stubs and manual coordination, leading to long waits and uneven teller workloads.
I led the transformation of this process into a fully digital, adaptive queue management system. Through on-site research and service blueprinting, the team introduced smart lane logic, overflow balancing, and real-time dashboards for managers.
Outcomes
Our solutions led to these impactful outcomes.
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Reduced customer wait times and teller idle time
Real-time visibility for branch managers on performance and activity
Streamlined handling of complex and priority transactions
01.
The Asks
I was tasked to reimagine a queue management system that could flexibly adapt to different branch sizes and transaction volumes from high-traffic city branches to smaller provincial ones.
Reduce waiting times and implement fair lane management
Increase operational efficiency for the branch
Increase teller productivity
02.
The Approach
The design process began with extensive on-site immersion from observing tellers in action, interviewing managers, and mapping the intricate choreography within the branch operations.
Insights from these discovery sessions led to the design of …
Dynamic lane logic based on demand, transaction processing time and staffing
conditions
Management real-time dashboard for branch managers
03.
The Outcome
The new Queue Management System transformed branch operations from manual and inconsistent to unified and data-driven. It became a single source of truth for all customer queues, teller assignments, and transaction tracking.
Beyond efficiency, the system laid the foundation for future personalization depending on the branch profile.
Reduced customer wait times and teller idle time
Resulted in faster turnaround times for processing customer transactions
Real-time visibility for branch managers on performance and activity
Which guided managers make informed staffing decisions during peak and down hours.
Streamlined handling of complex and priority transactions
Avoided bottlenecks and lessened waiting times for customers
"What began as a queuing problem evolved into a full-scale service transformation — turning a paper-stub process into a smart, adaptive system built around both people and performance."
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