In the past days we analysed our interviews and identified two user groups: the employees & their clients.
Using various tools we identified the two main needs:
- How might we make waiting times for clients more pleasant/meaningful?
- How might we make it possible for employees to refer to anonymous clients?
We propose to use the already widely used tea cups as an identifiable object assigned to each client which will be used in the following concept: Clients can note their concerns, state the colour-combination of their mug and publish it on a screen in the waiting room. Other waiting clients see these issues, identify the person seeking help through the mug and may decide to help these people themselves. This reduces waiting times for clients, strengthens the self-confidence of helping clients and decreases the work amount of employees. Additionally the employees have a simple way to recognize waiting clients through these cups, while respecting their anonymity.