When a visitor needs to move to another counter

Imagine a service location with a Registration counter. A staff member receives A-012, then realises the visitor needs Follow-up Service. The visitor is sent to another desk. Their business is not finished, but the first service's queue order cannot simply continue unchanged.

At this point, a transfer button carries a decision bigger than changing a service name. The visitor needs to understand the next destination. Receiving staff need to know someone has been transferred. People already waiting there need consistent turn-taking rules.

Agree the rules before choosing the number

Two things need distinguishing: the identity of the visitor's journey and the number called at the destination service. The journey can remain connected even if the called number changes. Conversely, keeping the same number does not automatically create a useful transfer history.

For example, A-012 moves to Follow-up Service and receives B-007. The screen should explain both: “You have been transferred from Registration to Follow-up Service. Your next number is B-007.” In Antrean's new design, the original number remains linked in the transfer history so the journey can be traced.

Transfers also need a decision about queue position. In Antrean's new design, the destination turn follows the transfer time. Show that rule before confirming the move. The number on a ticket does not explain why a visitor occupies a particular position in the next queue.

Give staff enough context

A transfer is difficult to handle if the destination counter receives only a number, with no reason. In the proposed design, context could be a short reason category, such as application follow-up or missing documents. Avoid turning a free-text field into a place to copy entire personal documents.

Public display information also needs limits. The number and destination have a clear purpose. Details of someone's private business do not need to be announced with their call.

Test the cases that do not go smoothly

Simulate a closed destination counter, the wrong service being selected, and a connection dropping after the transfer button is pressed. Every case needs an answer: whether the transfer was recorded, which number is valid, and who can correct it.

Check the visitor's view too. Confirmation on the staff screen does not mean the visitor has received instructions. Staff may need to read out the destination, show the new number, or provide a replacement ticket, depending on available equipment.

Before using transfers in a real service, ask two people to try the visitor and staff roles without extra explanation. If the visitor still asks “where do I wait now?”, the transfer information is not fully designed. Record the exact question; it is more useful for improving the screen than a general label such as “user confused”.