Name your services in plain words
A visitor who cannot classify themselves in four seconds will pick wrong. Three to six categories, named for what people came to do — not for your org chart.
Resources
Guides, checklists and product updates
What we have learned from putting boards on walls — written for the people who run the room.
Start here
Industry customer flows
Five walkthroughs of the path a visitor takes, and where the queue usually breaks.
Healthcare
Register → Reception → Vitals → Doctor →…
The clinic patient journey, token by token
Registration by payer type, then reception, vitals, the doctor, the cashier and maybe the lab. Six counters, two token series, and a dozen places to lose someone.
8 min read
Read
Healthcare
Arrive → Scan or check in → Vitals → Consultation →…
The patient flow that actually happens in a clinic
Registration, vitals, consultation, lab, pharmacy. Five stops, five chances to lose someone — and one token that should carry them through all of it.
6 min read
Read
Banking
Arrive → Segment → Wait anywhere → Teller or advisor →…
A branch visit, counter by counter
Cash in thirty seconds queues behind a mortgage that takes forty minutes. Segmenting at the door is the whole game — and it costs nothing but a rule.
5 min read
Read
Practical guides
Before you buy anything
Three things worth settling internally before a queue system goes anywhere near a purchase order.
Decide your priority rule in advance
Who jumps the queue, by how much, and who is allowed to authorise it. Write it down before go-live; a rule invented at the counter is a complaint waiting to happen.
Pick the one number you will act on
Average wait across a whole site is the least useful metric available. Choose wait-by-service or percentage-within-target, and hold a monthly review against it.
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Product updates and field notes from live deployments. No more than one email a month.
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