Customer Insights People didn’t mind wai5ng, if queue moved faster, and were treated well at the end of the wait. When there are fewer customers, the service delivery was quick andefficient and surplus staff could have provided extra services.Customers increasingly relied on a person guiding them where to go orwhat to do next inspite of signs.Even a well equipped counter could not serve well because the queuesystem was dysfunctional.
Tes5ng “The experience will be wonderful if such a system was implemented. I will feel relaxed and grab a chai instead of wai5ng here. ” -‐ Mr. Gowda “The experience will be nice. No need to wait in the queue and will feel relaxed.” -‐ Mr. Narayana “Will help me be present at the counter on 5me.” -‐ Mr. Syed Ismail
ResultSMS Token ServiceYour token no is 22. Currently serving no 7. You will be no5fed when there are only two more before your turn. Next step:Strategy and Pilot
What we Learned • “I am going to put myself in the user’s shoes while designing solutions; prototype possible designs and give options to the Users to choose.” - Srinivas• “It will help me in re engineering and redesigning processes/ providing Innovative and simpler business solutions before Migrations.” - Krishna• DT will help me in structured thinking, ideating plus implementing by prototyping and testing. It helps in scanning the core problem area with respect to people, process and technology and perform a complete radical thinking so we arrive at new school of ideas. So think better and make others think better too. –Veera• “Good learning experience on solution validation in reality” - Jay• “It is very important to make sure that our ideas are not constrained by our goals, whenever we apply design thinking to our work” - Koel