Exploring Walk-up Experience

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read
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    Summary of Exploring Walk-up Experience

    The Walk-up Experience application enables organizations to establish an on-site support channel for users to resolve IT-related requests and issues in real-time, either in person or remotely. This service center enhances agent productivity and allows requesters to receive immediate assistance for various IT needs, such as hardware issues or software setup.

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    Key Features

    • Service Channel Management: Administrators can configure and activate service channels, appointment booking schedules, and walk-up locations.
    • Self-Service Online Check-in: Enables remote access for requesters to streamline the support process.
    • Queue Management: Agents can manage interactions and appointments effectively, ensuring timely support.
    • Mobile Access: Employees can view wait times, access kiosks, and schedule or modify appointments using their mobile devices.
    • Performance Monitoring: Administrators can analyze the Walk-up Experience performance through a dedicated dashboard.

    Key Outcomes

    • Enhanced User Experience: Requesters can conveniently schedule appointments and receive real-time IT support.
    • Improved Operational Efficiency: Agents gain direct access to user devices, enabling quicker resolutions and minimizing downtime.
    • Centralized Management: Agents can organize walk-up queues and interactions, enhancing the overall service delivery process.
    • Data-Driven Insights: Monitoring capabilities allow for trend analysis, which can lead to improved operational performance.

    Use the Walk-up Experience application to create and manage an on-site support channel where your users can get their requests and issues resolved and fulfilled in real-time, either in person or remotely by experienced agents.

    Walk-up Experience overview

    With Walk-up Experience, you can help to increase the productivity of the agents that serve the requesters. Your requesters can also get real-time, either in-person or remote help with their issues and devices.

    The main purpose of a walk-up service center is to support and resolve the information technology (IT)-related issues that a service desk comes across. For example, an agent can get a request for a mouse device or keyboard, unlocking an account, or setting up software on a mobile device. Some common names that you might use for your own walk-up center are Tech Lounge, Service Center, or Genius Bar.

    Walk-up Experience workflow

    In the following sample end-to-end workflow, learn how different users in your organization can leverage from Walk-up Experience.
    1. The administrators configure and activate Walk-up Experience service channels, appointment booking schedules, walk-up locations, kiosks, and stockrooms. The administrators can also enable self-service online check-ins to support remote access to the requesters.
    2. The agents manage the queues, interactions, and the scheduled appointments. They can also view the assigned locations, stockrooms, and assets to support the employees in resolving their IT issues.
    3. The employees can schedule in-person or remote appointments to get their IT-related issues resolved. By using their mobile devices, your employees can view how long the wait list is in the queue, go to the kiosk location for quick resolutions, or book or modify appointments.
    4. The administrators and managers can view and analyze the Walk-up Experience performance by using the Walk-up Experience dashboard. For more information about the dashboard, see Monitoring Walk-up Experience performance.

    Walk-up Experience benefits

    Walk-up Experience provides the following benefits.
    Benefit Feature Users
    Schedule a single or multiple appointments to visit the walk-up lounge or the support lounge Walk-up Experience Employee Center. Plan your walk-up experience visit with Employee Center Requesters/employees
    Access IT services in real time by visiting a walk-up location. You can also schedule appointments to visit the walk-up location at a convenient future time. The agents get direct access to user devices so that employees can return to work faster. Walk-up Experience on Now Mobile Requesters/employees
    Organize and manage walk-up queues, interactions, and associated stockrooms that you use for fulfilling the walk-up requests in a centralized workspace. Manage Walk-up Experience queue and interaction Agents
    Observe and capture the trends and statistics that can improve your operational performance by monitoring the walk-up dashboard. Monitoring Walk-up Experience performance Administrators/managers