My role
User Experience Design, Information Architecture and Quality Assurance
Duration
Apr 2022 - May 2022 (6 weeks)
Team member
2
Context
The current service allows users to check queue numbers for government offices. The Taipei City Government plans to enhance it by adding appointment scheduling for various categories within the joint service system at Taipei City Hall.
About Counter Wait-list
Counter Wait-list is the Taipei City Government's Joint Service Center Appointment System. It also provides services for queue number notification and appointment records.
About TaipeiPASS
TaipeiPASS integrates various municipal services, connecting citizens with the government through digital identity verification and authentication mechanisms, providing convenient online and offline applications and payment tools for daily life.
Many people simply forget about their appointment, especially if it was booked well in advance
When people expect or experience long wait times, they may leave or miss their turn. This is often a frustration that can lead to no-shows
Of respondents surveyed, 40% said service provider should send more appointment reminders to stop them from canceling, rescheduling, or no-showing. By generation, Gen Zers (born 1997 and later) and Millennials (born between 1981 and 1996) were most likely to change their behavior because of appointment reminders.
They likely to tolerate waiting if they are provided with regular updates about their position and expected wait time. Having a visible number of people ahead and behind them can reduce anxiety and create a more seamless experience.
People would have unexpected important schedule sometime. Having a cancel option in the app makes it quick and easy for users to cancel their appointments.
It can be effective to discourage habitual no-shows and emphasise the importance of showing up.
Make an appointment
History
The reminder notifies users 30 minutes before their booked slot, helping to prevent cancellations, rescheduling, or no-shows.
・Likely to tolerate waiting when they receive regular updates about the number of people ahead
・Reduce anxiety and creates a smoother experience
Anticipate the wait and avoid missing their appointment.
Users often have busy schedules, so offering a cancellation option would be beneficial. This allows them to manage their time more effectively and reschedule as needed.
The system will be restricted if multiple appointments are missed.
