Reservations and queue numbers answer different questions

A visitor has a reservation code for a service on Wednesday. On arrival, they see another visitor holding A-012. Is their reservation code also a queue number? Do they need a new number? If the instructions end at “reservation successful”, both questions remain unanswered.

A reservation records a planned visit for a particular service and date. A queue number places the visitor in the service order. The two may be connected, but need not be issued at the same time. Explain the distinction before the visitor saves the code and closes the page.

What does a reservation promise?

The service needs to state what the visitor receives. Is it simply a record of an intended visit? Is there a daily capacity? Are time slots available? Do not let a calendar design imply a time commitment that does not exist. A date button labelled “Wednesday” does not say when someone will be served.

In the Antrean core workflow reviewed, a reservation saves the service and date, then is exchanged for a number at check-in. Confirmation copy should state that step directly: “Keep this code. Check in on arrival to receive your queue number.”

Check-in needs visible rules

The next questions are when check-in opens and how the order is determined. If reserved visitors still join in arrival order, say so. If a priority lane exists, its rules should also be visible to other visitors. Rules understood only by staff quickly become repeated explanations at the counter.

Entering the same code again should give a consistent result. If a number has already been issued, show the same result or direct the visitor to clear assistance. Do not suggest taking another number to resolve a display problem.

Test one complete journey

Test a simple scenario: make a reservation, close the page, arrive on the chosen date, check in, then enter the same code again. Notice the wording on every screen. “Successful” alone is not enough; it must be clear whether the reservation, check-in, or number creation succeeded.

Then test arrival on a different date and a service that does not accept check-in. Error messages need to explain the next step, including when to see staff. “Invalid code” is unhelpful if the actual problem is the date.

Before opening reservations, make sure you can answer one question: what must the visitor do after receiving a code? The confirmation, kiosk instructions, and staff guide should all give the same answer.