Walk-Up Experience

Manojkumar Shetty

© 2020 DXC Technology Company. All rights reserved. December 22, 2020
Use Case
Check-in or Engage
Demand Queue Notification Survey
schedule Expert
1. Demand: User experiences a demand to have an issue resolved or a request fulfilled.
2. Check-In
a. Online
i. User opens the Online Check-In from their computer or mobile
ii. User decides to schedule an appointment for future or get help now
iii. User checks-in or schedules an appointment and provides a reason
iv. User walks to the Walk-Up location when required
b. Onsite
i. User walks to the Walk-Up location
ii. User checks-in on the tablet and provides a reason
3. Queue: User can observe their location in the queue and waits until their turn.
4. Notification: User receives email or push notification when they are next in the queue.
5. Engage Expert: User elaborates demand with onsite expert. Expert creates Case or e.g. Incident as
needed.
6. Survey: When the user leaves, they can complete a 1-question CSAT survey on another tablet.

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Recommended Devices for Walk-Up Experience
The Walk-Up Experience application depends on several types of devices to deliver functionality:
Online check-in and queue: Desktop or laptop computer, tablet, or mobile phone.
Onsite check-in: Tablet [Optional: Omnikey 5427ck Badge Reader].
Onsite queue: Large flat screen TV. This feature is designed for larger display devices, such as a TV monitor. It is not
supported on a tablet.
Onsite exit CSAT survey: Tablet only.

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Persona

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Users of Walk-Up Experience

Requestor Technician Manager Administrator

Requires Resolves issues, Manages the Configures the

IT support fulfills requests technicians Walk-Up Experience
application

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 Requesters
• Users access the Walk-Up Experience application in several ways:
• Online: Users can check into a walk-up venue online using a laptop, tablet, or mobile phone via Walk-up Check-In
available under Self-Service. Once a location queue is selected (manually or via geolocation), users can see how
many other requesters are in the queue and decide whether to join the queue.
Navigate to Self-Service > Walk-up Check-in

• Schedule: Requesters can also schedule future appointments via the online Check-in. Appointments can be
rescheduled or canceled.

• Mobile: Users can see queue information and check-in or leave queues using their mobile device.

• Onsite: Users can check into a queue at the physical walk-up location. Guests of the walk-up venue can observe
queue activities on a large monitor that displays place in line, requesters currently in the queue, and requesters
being helped.

• After hours: If the Walk-up location is closed, users can see a contact number for the IT Service Desk or create an
incident from the check-In screen.

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 Technicians
• Technicians manage daily operations at the walk-up queue locations
• Resolve issues
• Support mobile devices and laptops
• Support their customers
• Technicians can view active and closed interactions, assign interactions to themselves, other agents or
other walk-up locations.
• Technicians can optionally use the Agent Workspace interface for Walk-Up Experience.
• If configured in Advanced Work Assignment, interactions can be pushed automatically to a technician's inbox for
assignment.

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 Managers
• Managers supervise the walk-up location technicians and oversee daily operations.
• Walk-up managers can observe and capture operational and performance data by monitoring the walk-up
dashboard.
• Walk-up managers can use the application to increase customer satisfaction, ensure and confirm stockroom
inventory is available, provide customer service in a timely manner, and report performance data to upper
management.

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Administrators
• Walk-Up Experience administrators configure and maintain walk-up related systems
• Walk-Up Portal
• Queue Locations
• Schedules
• Notifications
• CSAT surveys
• Stockrooms & consumables
• Appointment configurations
• Advanced work assignments

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Roles

Self-Service Walk-up technician Walk-up manager Walk-up admin Walk-up login

(none) sn_walkup.walkup_technician sn_walkup.walkup_manager sn_walkup.walkup_admin sn_walkup.walkup_login

• Access the online • Works at the Walk- • Access the Walk- • Administers and • Service account for
Check-In portal via Up location to fulfill Up Experience configures Walk-Up logging into the
Self-Service customer demands, Dashboard to Experience Check-In portal on
such as IT-related oversee and modules the tablet
• Check-In onsite issues and monitor operations
requests and performance • Contains roles: • Only role which can
• Schedule an – walkup_manager access the Check-
appointment – inventory_admin
• Contains roles: • Contains roles: – sp_admin In portal
– itil – walkup_technician –
• View Incidents and – interaction_agent – appointment_booking –
schedule_admin
awa_admin • Account cannot
Requests created – workspace_agent _manager –
– awa_agent
appointment_bookin have other roles
for them – appointment_booki
g_admin
(for security)
ng_user

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End User
Experience

© 2020 DXC Technology Company. All rights reserved.

NOW Mobile
• User opens Now Mobile app, and
navigates to services tab quick action to
‘join queue’
• Choose a location
• Check the queue
• Select a reason
• Shows Contextual Search results
• Check-In
• See queue position
• Leave queue

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Online Check-In
• User opens Online Check-In via Self-
Service
• Choose a location
• Check the queue length and/or wait time
• Select a reason
• Shows Contextual Search results
• Check-In
• See queue position

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Online Check-In - Queued
• Monitor position in queue
• Pop-up when you are next

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Online Check-In - Closed
• Cannot check-in outside of schedule hours
• Last check-in mins stops
check-ins right before close

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Online Check-In - Away
• Technicians can manually enable Away state
and update the Away message

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Schedule an Appointment
• Users can schedule an appointment at a walk-up location
for a date and time in the future
• Ability to enable or disable defining for someone else
• Uses the Appointment Booking application
• Can only have 1 appointment at a time
• Must select a defined appointment window
• Name appears at top of queue at the scheduled time

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Schedule an Appointment - Select window
• Appointment windows generated from Schedule and Appointment Booking configuration
• Past times, holidays, and filled appointments excluded

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Schedule an Appointment
• View upcoming appointment
• Reschedule or Cancel appointment

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Onsite Check-In
• User walks to Walk-Up location
• Estimated wait time can be enabled or disabled
for this interface
• Lookup name and select a reason
• Name is a User Reference field
• Configurable options:
• Company logo
• Message
• Reasons (same as online check-in)
• Name entry (one or both):
• User Lookup
• Guest login

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Reasons
• Reasons are configurable for each location
• Reasons can optionally prompt for additional
free-text input
• Reasons can be shared across multiple
locations
• Reason records have many-to-many relationship
to locations
• Order and text input is configurable for each
location

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Queued
Queue position is displayed
Returns to main screen automatically after timeout

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After Hours
• Automatically displayed when outside of
scheduled hours
• Next available time determined from schedule
• Configuration options
• Message
• Last Check-in (mins)
• Schedule
• After-hours contact
• Closed image (displayed at bottom)

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Away State
Manually enabled and disabled by technicians
Message is configurable by technicians

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Queue
• View the current list of Users at a walk-
up location
• Meant for display on a TV
• Configuration options:
• Logo
• Message
• Check-in sound
• Queue time display
• Time waited
• Check-in time
• Technician details
• Technician avatar
• Customer’s name
• Full name
• First name only
• First name and last initial

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 Exit CSAT Survey
• One-touch, anonymous survey on exit

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Exit CSAT Survey
• Thank you message when tapped
• Returns to previous screen automatically

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Satisfaction Survey
• More detailed, targeted, survey
• Email to user after Walk-Up

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Notifications
• Some OOB Notifications available • Walk-up Threshold Notification
• All include Push notifications • A notification sent when a user is Nth in line in a walk-up
queue informing them that they are nearly ready to be seen
• Simple, 1-line, notifications only by a walk-up technician.
• Require branding • Walk-up Assigned
• An email sent to users when a walk-up interaction is
assigned to a technician.
• Walk-up Closed
• An email sent to users when a walk-up interaction is closed
complete.
• Walk-up Abandoned
• An email sent to users when a walk-up interaction is closed
abandoned.
• Walk-up Queue Length Notification
• Notifies managers when a walk-up queue reaches a set
threshold value, such as, 10 visitors.

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Service Portal Link
• Walk-up check-in widget to your portal
• Create a link on your existing Service Portal Home Page

OR

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Effort Drivers

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 Basic configuration of Schedule/Schedule Stockroom + Agent Workspace/Virtual
Assignment Group
Walk-Up Location/AWA Appointments Consumables Agent
• Update default • Each location requires • Create Schedule each • Each location can • The interaction process
messages an Assignment Group per location. optionally use one (1) needs to be worked in
• Upload images that defines what • Estimate allows for the Stockroom for line with the incident
• Update configuration technicians work at the creation of a schedule, consumables. Each and problem
options location. It should only schedule entries for location must have its management
• Add reasons for visit
include technicians at business hours, and up own Stockroom record • To append the virtual
that location (not a to two years of public and a list of all available agent with the walk up
• Create AWA assignment global group); consumables.
holidays. functionality where
rule and assignment otherwise, technicians
eligibility • Each location can necessary.
will receive notifications enable appointment
about locations where scheduling.
they do not work Appointment windows
• Up to 4 locations can be need to be defined.
considered

Service Portal / Branding

Service Portal / Branding
Notifications Service Portal / Branding – Structure and content Dashboard
– Simple changes
changes
• The five OOB email • Each page used in Walk- • Style changes only: • All other global changes: • Configure reporting
notifications will require Up Experience is built Color change Layout change dashboard for the walk up
branding/styling to be using Service Portal Font change Addition of new experience
added and the default technology It requires
 Uniper Service Portal elements
content will likely need to Service Portal
home page link-widget to Text changes
be updated. development.
walk-up portal
• Outlook invitation to be • The 3 customizable
sent for the pages are:
appointment booked Online Check-In (from
personal device)
Onsite Check-In (from
onsite tablet)
• Queue screen
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Possible Timeline

Week 1&2 Week 3,4 Week 5

Prepare Discover Design Develop UAT Pilot Release to prod

Identify & Define workshop

Stories agreed with the customer

Delivery Workshop

Delivery Support

Pilot by Customer

Release

Hypercare

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Thank you

© 2020 DXC Technology Company. All rights reserved.