6th Post.

Handphone Service Centre.

What did I observe?

-When people come into the service centre they will look for the queue number machine.

-After they took a number, some will look around the shop and some will find a place to sit down.

-Some were listening to their mp3 while sitting down patiently and wait for their turn.

-Some took a number then went out to shop first.

-Some took a number and then never return.

-Some were talking on the phone.

-Some were sms-ing all the way.

-At the nokia service centre, there is a counter asking the people on what they want to do first and get a number from them and it is not by ourselves.

-There is a TV for the people who are waiting to have some entertainment while waiting.

-Some people feels quite bored when they had waited for sometime already.

-Some keep looking at their watch and giving the impatient look.

What did I hear?

- The sound of typing on the keyboard.

-The beep sound of the board that is flashing the queue number.

-People talking on the phone.

-“Hi, How can i help you?”

-“My phone hang there when i trying to use this applications.”

-“This phone is damn laggy. So irritating!”

-“Okay, when your phone is ready they will let you know.Thanks!”

-The beep sound that keep flashing the same number when the person who took it didn’t turn up.

-“Tsk. So long…”

-“There are a lot people here. Can you wait for me at the foodcourt later.”

-“Hey darling, are you done?”

What did I learn?

- Some people take the number already then they disappear.

-Many of the people gets impatient after waiting for sometime.

-Many of them doesn’t want to waste time so they will go out for a walk then come back. Then they may missed their queue number.

-There isn’t any estimated waiting time for customers, so they have to just wait at the service centre.

What did it means?

- Many people doesn’t like wasting their time waiting, they prefer to do something more meaningful.

-Many of them had missed their turn as they doesn’t know how long will be their turn.

-Some of them doesn’t want to wait anymore, so they just walk out and go back.

Do I have any ideas to tackle the challenge?

- Maybe they can put a machine that allow the customers to leave their contact number down when getting the queue number. So when is about their turn, they will receive a Sms to inform them.

-On the tickets they can maybe show the estimate waiting time for them and give them a number for them to sms in  and check the waiting time with their handphones.

-When the person doesn’t want that number anymore, maybe they can go to the queue number machine to key in their number and says that they doesn’t want it anymore. So that they do not have to keep pressing the same number to wait for the person.

-Put more chairs for the customers to sit down.

-Put some interactive games or more entertainments for the customer while letting them to wait for their turn.