Akbank Queue Management System قطار مینجمنٹ سسٹم

Press Kit

Unique Properties

Offering to customer the option of doing money transactions on self service channels without taking ticket by using gise extras. Also the users can take ticket with qr code and nfs quickly and easily

Dimensions & Packaging

Qms screen dimensions 1080 x 1920 pixels.

Tags

queue, qms, bankingbranchqueuesystem, akbank, branchticketalgorithm, akbankqms

Production Technology

Screen designs were made with sketch and development was made by .net

Design Challenge

Depending on the methods used to take tickets and the process to be performed, to the route to the right service point was the biggest challenge. For young customers, it was important to be able to easily take tickets and the to proceed their transections, while for elderly it was important to get a priority ticket to meet with representative. The project team created alternative methods for taking tickets and creating brach flows in line with these insights.

Research

As the project team was renovating the queue system, interviewed banks customers and observed their system usage. Usage habits of young and elderly people were analyzed. The usage percentage of methods used in the old system were reported. Finally, alternative methods that can be used to take tickets were investigated and chosen.

Inspiration

Directing the users to the transactions they want to make by taking ticket easily and quickly

Project Duration

The project started in November 2018 in İstanbul and finished April 2019 İstanbul /Turkey, and was pre launched in august 2019

Operation Flow

In the new generation branches of Akbank, most of the money transactions can be made gise extra machines similar to ATM. Thus, customers who wants to make money transactions are routed directly to gise extra machines without taking tickets with the button on the transaction selection screen, which is the first interaction point of QMS. On the other hand, customers who want to perform different transactions take tickets to introduce themselves and go to the relevant service point. Ticket prioritization is done according to an algorithm. The first in first out method is used, but criteria such as whether the customer is disabled or elderly are exceptional case which are gives to customer priority

Image Credits

Main Image , Optional Image #1, Optional Image #2, Optional Image #3, Optional Image #4 - Industrial design of QMS was designed by Arman Design, Produced by Zenn, İstanbul, 2019

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