Walk-up Experience enables your IT organization to set up a contact channel to support both online check-in and
onsite check-in to a pre-established walk-up service center.
What is Walk-up Experience?
Walk-up Experience aims to delight users and significantly improve their IT-experience satisfaction, as well as
increase employee productivity. Employees and business guests can get real-time, in-person help
with their IT issues and equipment requests. Walk-up service centers specialize in supporting
technology devices — smartphones, tablets, and laptops — as well as hardware repairs and
requests, technology refreshes, and software upgrades. The main purpose of a walk-up service
center is to support and resolve the more common, everyday routine IT service desk functions,
such as a request for a new monitor or help setting up software on a mobile device.
Who uses Walk-up Experience?
Everyone from the company CEO to visiting business guests can check in and get IT support
at an established walk-up service center. Walk-up Experience is for anyone who would prefer to meet face-to-face with an experienced IT technician in
a welcoming and supportive environment.
Users access the Walk-up Experience application in several ways.
- Online — Users can check into a walk-up venue online using a laptop, tablet, or
mobile phone via Walk-up Check-in available in the
application navigator under Self-Service. Once a location
queue is selected, users can see how many other requesters are in the queue and
decide whether or not to join the queue.
- Walk-up Experience location — Users can check into a queue at the physical walk-up location. Guests
of the walk-up venue can observe queue activities on a large monitor that displays
place in line, requesters currently in the queue, and requesters being helped.
The IT organization uses the Walk-up Experience application to meet the demand of IT issues and requests.
- Walk-up Experience IT technicians manage daily operations at the walk-up queue locations. They
resolve IT-related issues, support mobile devices and laptops, and fulfill requests
for software and hardware consumables.
- Technicians can view active and closed interactions, assign interactions to
themselves, other agents or other walk-up locations, and view and distribute
Walk-up Experience IT managers supervise the walk-up location technicians. Walk-up managers oversee
walk-up location performance by monitoring the walk-up dashboard. They are
responsible for customer satisfaction, confirming stockroom inventory is available,
ensuring customers are served in a timely manner, and reporting performance data to
IT managers supervise the walk-up location technicians and oversee daily operations.
- Walk-up managers can observe and capture operational and performance data by
monitoring the walk-up dashboard.
- Walk-up managers can use the application to increase IT customer satisfaction,
ensure and confirm stockroom inventory is available, provide customer service in a
timely manner, and report performance data to upper management.
Walk-up Experience administrators configure and maintain walk-up related systems, such as the Walk-up
Portal, queue locations and schedules, notifications, CSAT surveys, and associated
How do you benefit from Walk-up Experience?
Your entire organization benefits by using the application in the following ways:
- Improves employee access to IT professionals
- Employees access IT services in real time by visiting a walk-up location. This saves
time and results in greater productivity as employees can return to work faster.
- Tracks interactions and performance
- IT managers use the Walk-up Experience dashboard to understand the work walk-up technicians are performing to support the
- Integrates with other services
- Walk-up technicians can create traditional incidents when issues cannot be resolved at
the walk-up location.
- If a requested item is not available at an associated stockroom, walk-up technicians
can create a request by ordering from the Service Catalog.
- CSAT surveys are available at the walk-up queue and emailed to walk-up customers to
capture customer-service sentiments.
Devices necessary to deliver Walk-up Experience
The Walk-up Experience
application depends on several types of devices to deliver functionality. Users can check
in to an online walk-up queue using a desktop or laptop computer, tablet, or mobile phone.
However, at the onsite walk-up location, users check in to the queue with a provided,
typically stationary, tablet. The following guidance describes what devices are needed and
function best for each Walk-up Experience
- Online check-in and queue: Desktop or laptop computer, tablet, or mobile phone.
- Onsite check-in: Tablet.
- Onsite queue: Large flatscreen TV. This feature is designed for larger display
devices, such as a TV monitor. It is not supported on a tablet.
- Onsite CSAT survey: Tablet only.
Walk-up Experience terminology
The following terminology is used for the application.
||Self-Service module where guests can check in to a
walk-up queue location online. Potential guests can see how many other people are
currently in the queue, as well as daily hours of operation.
Walk-up Experience portal module found in the application navigator. This is the actual link name
to search for in the application navigator. Users will check in through the
||Physical location (address) of the walk-up queue(s).
||Walk-up interactions assigned to the IT technician logged into a specific
||All queued or work-in-progress interactions at a walk-up location.
||All closed interactions at a walk-up location.
||Stockrooms associated with walk-up locations (usually nearby the queue
location) that contain commonly requested hardware consumables.
||Walk-up locations hours of operation, including work days.
||List of all walk-up location interactions.