Using ServiceNow's Walkup Capability to Manage a convention Autograph Show
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‎04-22-2025 05:49 PM
Hello everyone,
I wanted to share an exciting use case for the ServiceNow Walkup feature that can significantly enhance the management of autograph signing sessions. Whether you're organizing a fan meet-and-greet, a book signing, or any event where attendees are eager to get autographs, the Walkup feature can streamline the process and improve the overall experience for both organizers and attendees.
Key Benefits of Using ServiceNow Walkup for Autograph Signing Sessions:
Efficient Queue Management:
- The Walkup feature allows you to create and manage queues for autograph signing sessions seamlessly. Attendees can join the queue digitally, reducing the need for physical lines and minimizing crowding.
- Organizers can monitor the queue in real-time, ensuring a smooth flow and addressing any bottlenecks promptly.
- The Walkup feature allows you to create and manage queues for autograph signing sessions seamlessly. Attendees can join the queue digitally, reducing the need for physical lines and minimizing crowding.
Accurate Wait Time Estimates:
- Attendees receive accurate wait time estimates based on their position in the queue. This transparency helps manage expectations and reduces frustration.
- Real-time updates ensure that attendees are always informed about their wait times, allowing them to plan their time effectively.
- Attendees receive accurate wait time estimates based on their position in the queue. This transparency helps manage expectations and reduces frustration.
Notifications and Alerts:
- One of the standout features is the ability to notify attendees when a queue has opened for signing. This can be done through SMS, email, or push notifications, ensuring that fans don't miss their chance to join the queue.
- Attendees can also receive alerts when their turn is approaching, giving them ample time to get ready and avoid missing their spot.
This may not sound revolutionary, but as someone who used to be the Tech Manager for one of the biggest conventions in Australia, we always had people missing out on getting autographs as they we're in another session or waiting for another event.
- One of the standout features is the ability to notify attendees when a queue has opened for signing. This can be done through SMS, email, or push notifications, ensuring that fans don't miss their chance to join the queue.
Enhanced User Experience:
- The digital queue system provides a more organized and enjoyable experience for attendees. They can explore other parts of the event or engage in other activities while waiting for their turn, rather than standing in line.
- The ability to receive notifications and updates keeps attendees engaged and informed, enhancing their overall experience.
- The digital queue system provides a more organized and enjoyable experience for attendees. They can explore other parts of the event or engage in other activities while waiting for their turn, rather than standing in line.
Data and Analytics:
- Organizers can leverage the data collected through the Walkup feature to gain insights into attendee behavior, peak times, and overall event performance.
- This data can be used to improve future events, optimize staffing, and enhance the overall efficiency of autograph signing sessions.
- Organizers can leverage the data collected through the Walkup feature to gain insights into attendee behavior, peak times, and overall event performance.
High Level Design
To use ServiceNow Walk-up Help to run an autograph queue, you can follow these steps:
Set Up Walk-up Locations:
- Configure the walk-up locations where the autograph sessions will take place. This involves setting up the physical locations in ServiceNow and defining their attributes, such as capacity and operating hours 1
- Configure the walk-up locations where the autograph sessions will take place. This involves setting up the physical locations in ServiceNow and defining their attributes, such as capacity and operating hours 1
Create a Walk-up Queue:
- In ServiceNow, create a queue specifically for the autograph sessions. You can customize the queue to manage the flow of people waiting for autographs. This includes setting up the queue rules and priorities 2
- In ServiceNow, create a queue specifically for the autograph sessions. You can customize the queue to manage the flow of people waiting for autographs. This includes setting up the queue rules and priorities 2
Enable Self-Service Check-ins:
- Allow attendees to check in using self-service options. This can be done through kiosks or mobile devices, where they can see their position in the queue and estimated wait times 3
- Allow attendees to check in using self-service options. This can be done through kiosks or mobile devices, where they can see their position in the queue and estimated wait times 3
Manage the Queue:
- Use ServiceNow's queue management features to monitor and manage the autograph queue in real-time. Agents can view the queue, call the next person, and update the status of each attendee 1
- Use ServiceNow's queue management features to monitor and manage the autograph queue in real-time. Agents can view the queue, call the next person, and update the status of each attendee 1
Automate Notifications:
- Set up automated notifications to inform attendees about their position in the queue and when it's their turn. This can help manage expectations and reduce wait times 3
- Set up automated notifications to inform attendees about their position in the queue and when it's their turn. This can help manage expectations and reduce wait times 3
Analyze Performance:
- Utilize ServiceNow's reporting and analytics tools to track the performance of the autograph queue. This can help you identify areas for improvement and ensure a smooth experience for attendees 1
I've added reference links to the dot points, to show where / how I've utilized the internal servicenow feature.
Conclusion
Using the ServiceNow Walkup feature for managing autograph signing sessions offers numerous benefits, from efficient queue management and accurate wait time estimates to real-time notifications and enhanced user experience. It's a powerful tool that can transform the way you handle autograph sessions, making them more organized, enjoyable, and successful.
My original proof of concept was on a PDI Instance of ServiceNow, then I expanded it out to an instance I had access too that was a full blown instance from a MSP.
Downsides:
1. Cost: We all know ServiceNow has a certain price to entry
2. If your Internet Connection isn't great at the convention center, this can cause issues with time outs, missed information.
3. Do Not Use PDI instances for this, it was able to handle a couple of walk up queues, but the time outs, performance and the usage of these instances is not recommended. (Great to develop on, not good to use in the wild)
Feel free to share your thoughts or ask any questions about what I did. Just a side note, I am no longer working conventions, and yes there was a little tinkering required which was over come from a queue management perspective with the handlers and a laptop.
But ultimately it did give a much better customer experience for the convention.
David Merrett
