Experience Revamp of Queue Management at Toronto's Public Offices
The purpose of this case study is to improve the engagement and overall experience of the existing queue management system at City of Toronto public offices. The study is based on research backed by various mental models, heuristics, and psychological principles.
The existing queue management system consists of three touchpoints: the kiosks, the ticket, and the screen displaying the ticket numbers. We shall discuss each one in detail below.
The Kiosk - Welcome Screen
EXISTING DESIGN
Imagine how confusing and counter-intuitive the kiosk must be to use if someone had to print an instruction sheet on how to use it.
Existing menu screen
Redesigned menu screen
🧠
PSYCHOLOGY INSIGHTS
Personalization
The psychological principle of personalization acknowledges that humans have a natural tendency to respond positively to personalized experiences. When users are addressed using friendly and conversational language, it can evoke a sense of connection and make them feel acknowledged and valued.
Recognition
The psychological principle of personalization acknowledges that humans have a natural tendency to respond positively to personalized experiences. When users are addressed using friendly and conversational language, it can evoke a sense of connection and make them feel acknowledged and valued.
Fitt's Law
The psychological principle of personalization acknowledges that humans have a natural tendency to respond positively to personalized experiences. When users are addressed using friendly and conversational language, it can evoke a sense of connection and make them feel acknowledged and valued.
The Kiosk - Welcome Screen
EXISTING DESIGN
Imagine how confusing and counter-intuitive the kiosk must be to use if someone had to print an instruction sheet on how to use it.
Existing menu screen
Redesigned menu screen
🧠
PSYCHOLOGY INSIGHTS
Personalization
The psychological principle of personalization acknowledges that humans have a natural tendency to respond positively to personalized experiences. When users are addressed using friendly and conversational language, it can evoke a sense of connection and make them feel acknowledged and valued.
Recognition
The psychological principle of personalization acknowledges that humans have a natural tendency to respond positively to personalized experiences. When users are addressed using friendly and conversational language, it can evoke a sense of connection and make them feel acknowledged and valued.
Fitt's Law
The psychological principle of personalization acknowledges that humans have a natural tendency to respond positively to personalized experiences. When users are addressed using friendly and conversational language, it can evoke a sense of connection and make them feel acknowledged and valued.
The Kiosk - Welcome Screen
EXISTING DESIGN
Imagine how confusing and counter-intuitive the kiosk must be to use if someone had to print an instruction sheet on how to use it.
Existing menu screen
Redesigned menu screen
🧠
PSYCHOLOGY INSIGHTS
Personalization
The psychological principle of personalization acknowledges that humans have a natural tendency to respond positively to personalized experiences. When users are addressed using friendly and conversational language, it can evoke a sense of connection and make them feel acknowledged and valued.
Recognition
The psychological principle of personalization acknowledges that humans have a natural tendency to respond positively to personalized experiences. When users are addressed using friendly and conversational language, it can evoke a sense of connection and make them feel acknowledged and valued.
Fitt's Law
The psychological principle of personalization acknowledges that humans have a natural tendency to respond positively to personalized experiences. When users are addressed using friendly and conversational language, it can evoke a sense of connection and make them feel acknowledged and valued.
The Kiosk - Menu Screen
EXISTING DESIGN
Imagine how confusing and counter-intuitive the kiosk must be to use if someone had to print an instruction sheet on how to use it.
Existing menu screen
Redesigned menu screen
🧠
PSYCHOLOGY INSIGHTS
Signifiers
The psychological principle of personalization acknowledges that humans have a natural tendency to respond positively to personalized experiences. When users are addressed using friendly and conversational language, it can evoke a sense of connection and make them feel acknowledged and valued.
Aesthetic-Usability Effect
The psychological principle of personalization acknowledges that humans have a natural tendency to respond positively to personalized experiences. When users are addressed using friendly and conversational language, it can evoke a sense of connection and make them feel acknowledged and valued.
Hick's Law
The psychological principle of personalization acknowledges that humans have a natural tendency to respond positively to personalized experiences. When users are addressed using friendly and conversational language, it can evoke a sense of connection and make them feel acknowledged and valued.
The Kiosk - Menu Screen
EXISTING DESIGN
Imagine how confusing and counter-intuitive the kiosk must be to use if someone had to print an instruction sheet on how to use it.
Existing menu screen
Redesigned menu screen
🧠
PSYCHOLOGY INSIGHTS
Signifiers
The psychological principle of personalization acknowledges that humans have a natural tendency to respond positively to personalized experiences. When users are addressed using friendly and conversational language, it can evoke a sense of connection and make them feel acknowledged and valued.
Aesthetic-Usability Effect
The psychological principle of personalization acknowledges that humans have a natural tendency to respond positively to personalized experiences. When users are addressed using friendly and conversational language, it can evoke a sense of connection and make them feel acknowledged and valued.
Hick's Law
The psychological principle of personalization acknowledges that humans have a natural tendency to respond positively to personalized experiences. When users are addressed using friendly and conversational language, it can evoke a sense of connection and make them feel acknowledged and valued.
The Kiosk - Menu Screen
EXISTING DESIGN
Imagine how confusing and counter-intuitive the kiosk must be to use if someone had to print an instruction sheet on how to use it.
Existing menu screen
Redesigned menu screen
🧠
PSYCHOLOGY INSIGHTS
Signifiers
The psychological principle of personalization acknowledges that humans have a natural tendency to respond positively to personalized experiences. When users are addressed using friendly and conversational language, it can evoke a sense of connection and make them feel acknowledged and valued.
Aesthetic-Usability Effect
The psychological principle of personalization acknowledges that humans have a natural tendency to respond positively to personalized experiences. When users are addressed using friendly and conversational language, it can evoke a sense of connection and make them feel acknowledged and valued.
Hick's Law
The psychological principle of personalization acknowledges that humans have a natural tendency to respond positively to personalized experiences. When users are addressed using friendly and conversational language, it can evoke a sense of connection and make them feel acknowledged and valued.
The Kiosk- End Screen
EXISTING DESIGN
Imagine how confusing and counter-intuitive the kiosk must be to use if someone had to print an instruction sheet on how to use it.
Existing menu screen
Redesigned menu screen
🧠
PSYCHOLOGY INSIGHTS
Priming Effect
The psychological principle of personalization acknowledges that humans have a natural tendency to respond positively to personalized experiences. When users are addressed using friendly and conversational language, it can evoke a sense of connection and make them feel acknowledged and valued.
Contextual Guidance
The psychological principle of personalization acknowledges that humans have a natural tendency to respond positively to personalized experiences. When users are addressed using friendly and conversational language, it can evoke a sense of connection and make them feel acknowledged and valued.
The Kiosk- End Screen
EXISTING DESIGN
Imagine how confusing and counter-intuitive the kiosk must be to use if someone had to print an instruction sheet on how to use it.
Existing menu screen
Redesigned menu screen
🧠
PSYCHOLOGY INSIGHTS
Priming Effect
The psychological principle of personalization acknowledges that humans have a natural tendency to respond positively to personalized experiences. When users are addressed using friendly and conversational language, it can evoke a sense of connection and make them feel acknowledged and valued.
Contextual Guidance
The psychological principle of personalization acknowledges that humans have a natural tendency to respond positively to personalized experiences. When users are addressed using friendly and conversational language, it can evoke a sense of connection and make them feel acknowledged and valued.
The Kiosk- End Screen
EXISTING DESIGN
Imagine how confusing and counter-intuitive the kiosk must be to use if someone had to print an instruction sheet on how to use it.
Existing menu screen
Redesigned menu screen
🧠
PSYCHOLOGY INSIGHTS
Priming Effect
The psychological principle of personalization acknowledges that humans have a natural tendency to respond positively to personalized experiences. When users are addressed using friendly and conversational language, it can evoke a sense of connection and make them feel acknowledged and valued.
Contextual Guidance
The psychological principle of personalization acknowledges that humans have a natural tendency to respond positively to personalized experiences. When users are addressed using friendly and conversational language, it can evoke a sense of connection and make them feel acknowledged and valued.
The Printed Tickets
EXISTING DESIGN
Imagine how confusing and counter-intuitive the kiosk must be to use if someone had to print an instruction sheet on how to use it.
Existing menu screen
Redesigned menu screen
🧠
PSYCHOLOGY INSIGHTS
Confirmation Bias
The psychological principle of personalization acknowledges that humans have a natural tendency to respond positively to personalized experiences. When users are addressed using friendly and conversational language, it can evoke a sense of connection and make them feel acknowledged and valued.
Cognitive Load
The psychological principle of personalization acknowledges that humans have a natural tendency to respond positively to personalized experiences. When users are addressed using friendly and conversational language, it can evoke a sense of connection and make them feel acknowledged and valued.
Von Restorff Effect
The psychological principle of personalization acknowledges that humans have a natural tendency to respond positively to personalized experiences. When users are addressed using friendly and conversational language, it can evoke a sense of connection and make them feel acknowledged and valued.
The Printed Tickets
EXISTING DESIGN
Imagine how confusing and counter-intuitive the kiosk must be to use if someone had to print an instruction sheet on how to use it.
Existing menu screen
Redesigned menu screen
🧠
PSYCHOLOGY INSIGHTS
Confirmation Bias
The psychological principle of personalization acknowledges that humans have a natural tendency to respond positively to personalized experiences. When users are addressed using friendly and conversational language, it can evoke a sense of connection and make them feel acknowledged and valued.
Cognitive Load
The psychological principle of personalization acknowledges that humans have a natural tendency to respond positively to personalized experiences. When users are addressed using friendly and conversational language, it can evoke a sense of connection and make them feel acknowledged and valued.
Von Restorff Effect
The psychological principle of personalization acknowledges that humans have a natural tendency to respond positively to personalized experiences. When users are addressed using friendly and conversational language, it can evoke a sense of connection and make them feel acknowledged and valued.
The Printed Tickets
EXISTING DESIGN
Imagine how confusing and counter-intuitive the kiosk must be to use if someone had to print an instruction sheet on how to use it.
Existing menu screen
Redesigned menu screen
🧠
PSYCHOLOGY INSIGHTS
Confirmation Bias
The psychological principle of personalization acknowledges that humans have a natural tendency to respond positively to personalized experiences. When users are addressed using friendly and conversational language, it can evoke a sense of connection and make them feel acknowledged and valued.
Cognitive Load
The psychological principle of personalization acknowledges that humans have a natural tendency to respond positively to personalized experiences. When users are addressed using friendly and conversational language, it can evoke a sense of connection and make them feel acknowledged and valued.
Von Restorff Effect
The psychological principle of personalization acknowledges that humans have a natural tendency to respond positively to personalized experiences. When users are addressed using friendly and conversational language, it can evoke a sense of connection and make them feel acknowledged and valued.
The Display Screens
EXISTING DESIGN
Imagine how confusing and counter-intuitive the kiosk must be to use if someone had to print an instruction sheet on how to use it.
Existing menu screen
Redesigned menu screen
🧠
PSYCHOLOGY INSIGHTS
Von Restroff Effect
The psychological principle of personalization acknowledges that humans have a natural tendency to respond positively to personalized experiences. When users are addressed using friendly and conversational language, it can evoke a sense of connection and make them feel acknowledged and valued.
Sensory Appeal
The psychological principle of personalization acknowledges that humans have a natural tendency to respond positively to personalized experiences. When users are addressed using friendly and conversational language, it can evoke a sense of connection and make them feel acknowledged and valued.
Motion atttacts attention
The psychological principle of personalization acknowledges that humans have a natural tendency to respond positively to personalized experiences. When users are addressed using friendly and conversational language, it can evoke a sense of connection and make them feel acknowledged and valued.
The Display Screens
EXISTING DESIGN
Imagine how confusing and counter-intuitive the kiosk must be to use if someone had to print an instruction sheet on how to use it.
Existing menu screen
Redesigned menu screen
🧠
PSYCHOLOGY INSIGHTS
Von Restroff Effect
The psychological principle of personalization acknowledges that humans have a natural tendency to respond positively to personalized experiences. When users are addressed using friendly and conversational language, it can evoke a sense of connection and make them feel acknowledged and valued.
Sensory Appeal
The psychological principle of personalization acknowledges that humans have a natural tendency to respond positively to personalized experiences. When users are addressed using friendly and conversational language, it can evoke a sense of connection and make them feel acknowledged and valued.
Motion atttacts attention
The psychological principle of personalization acknowledges that humans have a natural tendency to respond positively to personalized experiences. When users are addressed using friendly and conversational language, it can evoke a sense of connection and make them feel acknowledged and valued.
The Display Screens
EXISTING DESIGN
Imagine how confusing and counter-intuitive the kiosk must be to use if someone had to print an instruction sheet on how to use it.
Existing menu screen
Redesigned menu screen
🧠
PSYCHOLOGY INSIGHTS
Von Restroff Effect
The psychological principle of personalization acknowledges that humans have a natural tendency to respond positively to personalized experiences. When users are addressed using friendly and conversational language, it can evoke a sense of connection and make them feel acknowledged and valued.
Sensory Appeal
The psychological principle of personalization acknowledges that humans have a natural tendency to respond positively to personalized experiences. When users are addressed using friendly and conversational language, it can evoke a sense of connection and make them feel acknowledged and valued.
Motion atttacts attention
The psychological principle of personalization acknowledges that humans have a natural tendency to respond positively to personalized experiences. When users are addressed using friendly and conversational language, it can evoke a sense of connection and make them feel acknowledged and valued.
The purpose of this case study is to improve the engagement and overall experience of the existing queue management system at City of Toronto public offices. The study is based on research backed by various mental models, heuristics, and psychological principles.
The existing queue management system consists of three touchpoints: the kiosks, the ticket, and the screen displaying the ticket numbers. We shall discuss each one in detail below.