Service design
ID Queue Frustrations
A service concept created to reduce queues and improve the overall experience for citizens interacting with government services.
Challenge
Government services can be associated with long queues, frustration, and uncertainty around the service process. With many users already comfortable accessing information and services online, there was an opportunity to make public services more convenient, transparent, and accessible.
Solution
The concept introduces online service alternatives, digital verification, clearer signage, and delivery-based support to reduce unnecessary waiting and make the service process easier to navigate.
Design process
- Reviewed the public-service journey and points of friction.
- Mapped how digital channels can reduce queue pressure and confusion.
- Explored operational improvements such as fingerprint verification and clearer wayfinding.
- Developed a service model combining digital and physical touchpoints to improve the overall experience.
Outcome
The proposal creates a more streamlined service experience by combining digital convenience with clearer physical guidance, while maintaining accessibility and trust throughout the process.
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