Kiosks and displays as part of the service flow

The kiosk as a digital arrival point

The self-service kiosk at the entrance of a location is not simply a ticket dispenser. When integrated with the queue system, it is the point where the user confirms their arrival, selects the service they need, identifies themselves if they have a prior appointment and enters the flow with the correct priority.

This eliminates the reception queue for requesting a queue number, reduces the time door agents spend directing users and ensures that all users who enter are registered in the system from the very first moment.

A well-configured kiosk can also display information about estimated wait times, available service options and alternatives for users who prefer to schedule for another time.

Call displays as a communication tool

Call displays in the waiting area serve two functions simultaneously: informing users about the status of their queue number and reducing the burden on the service team to manage the waiting queue.

When displays are integrated with the queue system, calling is automatic: the agent closes a queue number and the system calls the next one and updates all displays in the waiting room. There is no need for anyone to go and find the user or for agents to announce manually.

Displays can also show additional information while the user waits: estimated wait time, instructions about required documents, messages from the organization or content relevant to the service. This turns waiting time into preparation time and reduces interruptions during service.

Digital signage connected to the queue system

Beyond call displays, an operation can use digital signage connected to the system to guide users within the location: indicating which stations are active, which area serves which service or what the estimated wait time is in each module.

This information, when updated in real time from the management system, eliminates the need for reception staff to direct each user individually. The user arrives, takes their queue number at the kiosk, sees on the displays where to go and waits with clear information about their position in the queue.

Connected signage also facilitates the management of multiple modules or floors in the same location, where directing users manually would be logistically costly.

How Turno Digital addresses this

Turno Digital integrates self-service kiosks and call displays into the same platform that manages queues, appointments and operational analytics. The kiosk knows the available services, the priority rules and the real-time queue status. Displays receive instructions from the system automatically when each queue number is called.

This integration means there is no manual synchronization between hardware and software: everything operates on the same database and changes in the system (adding a service, modifying a priority rule, opening a new station) are immediately reflected across all devices.

Best practices for hardware implementation

• Position the kiosk at the natural entry point, before any waiting area. The user must be able to arrive and register their queue number without needing directions.
• Keep the kiosk's service menu up to date: if a service is unavailable or has been renamed, the kiosk must reflect this immediately.
• Use displays of appropriate size for the space: a large room requires large or multiple displays to ensure visibility from all angles.
• Configure audio call volume according to the acoustic conditions of the space: too loud creates disturbances; too quiet means the user misses their queue call.
• Keep equipment updated: service hardware is in continuous use and requires regular preventive maintenance.