Client experience
Everything so far in this documentation is about your side of the counter. This section crosses to the other side: what your clients see and do, from the moment they walk in to the moment they rate the visit. Knowing their journey helps you configure it well — and answer the questions clients actually ask at the door.
The journey, end to end:
- Arrive and join. The client scans the QR code at your entrance with their phone, or registers on the in-branch kiosk. No app to install, no account to create — a plain mobile web page in your branding. Join the queue by QR and Register at the kiosk cover the two ways in.
- Wait, informed. A phone client holds a live ticket page: queue number, position, estimated wait — updating in real time. If they are running late they can pause their turn; if plans change they can cancel. The live ticket page walks through every state.
- Get called. The ticket page flips to a "You've been called" view naming the window, and the TV display in the waiting area shows the call — with an optional chime and voice announcement — so clients without a phone are covered too. What the display shows describes the TV through the day.
- Be served and rate it. After the operator completes the service, the ticket page asks one question — how was it — and the answer feeds your operator stats and branch analytics.
Two design choices run through the whole journey. It is anonymous by default: a walk-in client is never asked to sign in or hand over personal data — at most a name or any word at the kiosk. And it is private in public: the TV shows ticket codes — a name instead of the code only where a branch chooses to show client names — and never client status.
Clients can also arrive with a booking instead of a walk-in ticket — that path is covered in Appointments.
If your service falls under the European Accessibility Act — consumer banking is the typical case — the Act asks you to publish how your service meets its accessibility requirements. Accessibility describes each surface your clients use, so you can build that information from it.
The devices behind this experience — pairing TVs and kiosks, announcements, audio — are configured in Displays & kiosks; the emails the platform sends along the way are configured in Notifications.