Client Overview
Understanding the client's business, audience, and challenges
Client Type
A busy electronics and smartphone repair centre in Kampala serving hundreds of walk-in customers every week.
Target Audience
Customers bringing in phones, tablets, and other devices for diagnostics and repair, plus internal staff managing the repair workflow.
Market Challenges
- •Long queues and wait times during peak hours
- •No real-time visibility into queue position for customers
- •Manual ticketing and calling out numbers, leading to confusion
- •Difficulty tracking daily service volume and technician performance
- •Need for a system that could work on simple devices and existing screens
The Challenge: Reducing Frustrating Queues and Chaos
BT Repair Centre needed a way to organize customer flow without investing in expensive proprietary queue systems.
Unstructured Queues
Customers formed physical lines inside the shop, leading to congestion, disputes, and poor experience.
Unclear Wait Times
Customers had no idea how long they would wait or how many people were ahead of them.
Manual Announcements
Staff had to shout or manually call out ticket numbers, taking time and creating noise.
Limited Data
Management could not easily see how many customers were served daily or how long typical repairs took.
Our Approach: A Lightweight, Web-Based Queue System
We set out to design a simple but powerful web-based queue system that could run on existing computers and screens in the shop.
Ticket-Based Queue Model
Designed a unique ticket number system where each customer receives a number and waits to be called via the screen and audio.
Real-Time Queue Dashboard
Built a dashboard view showing current serving number, next in line, and total customers waiting.
Staff Control Panel
Created a simple interface where staff can call next, skip, or recall numbers with one click.
Offline-Friendly Setup
Ensured the system could continue running on the local network even if the wider internet connection is unstable.
The Solution: A Custom Queue Management Web App
We delivered a browser-based queue system tailored specifically for BT Repair Centre"s workflow.
Customer Ticket Issuing
Front desk staff quickly register each customer and issue a queue number that appears on the main display.
Queue Display Screen
A large-screen view shows the current ticket being served, the last few served, and the upcoming numbers, reducing anxiety for customers.
Audio Announcements
Each time a new ticket is called, a voice announcement is played so customers don"t have to constantly watch the screen.
Service Analytics
Basic reporting shows how many tickets were served per day and average handling times.
Screenshots & Features
Desktop View
Mobile View
Results & Impact
The new queue system immediately improved the experience for both customers and staff.
Wait Time Reduction
Customer Satisfaction
Daily Capacity
Key Achievements
• Reduced visible queues and crowding in the shop
• Improved staff efficiency and focus on actual repair work
• Gave management visibility into daily operations and performance
• Created a flexible solution that can be adapted to other service centers
Our customers used to complain about long waits and confusion in the line. Since implementing the queue system from Kico Web Design, the shop feels calmer and more professional. People know when they will be served, and our team works more efficiently.
Manager
Branch Manager, BT Repair Centre
Why This Project Matters
Service businesses in Uganda often struggle with managing high customer volume in small spaces. A simple, well-designed queue management system can transform the experience without requiring expensive hardware. This project shows how custom web apps can solve very practical, local problems.
Key Takeaways
Custom web apps can be more cost-effective than off-the-shelf systems
Queue visibility and communication reduce customer frustration
Basic analytics help small businesses make better staffing decisions