Designing for monitoring the waiting time of day-to-day services

The waiting time for customer services is a problem that affects most cultures and has been studied by the academic community for several decades from the standpoint of psychology, sociology, marketing and computer science. In this paper we present a review of the literature on the subject, and also propose a classification of approaches that deal with this problem. We also report our participatory effort in articulating requirements and functionalities of a design solution to address this problem. A series of interviews were conducted with stakeholders and other people involved in the problem of waiting time delays in customer services, allowing requirements to be posed and validated through a survey. Finally, we present the latest details of an application being developed to address this problem and the final conclusions.