The goal of this project was to speed up the process of immigrant registration at the International House in Copenhagen, and at the same time provide a more personal service. We divided the service personnel into three different areas to allow for multiple touch-points with the visitor at different stages in the process:

Greeter:
Welcomes the visitor and checks them in

Runner:
Walks around with a tablet, offering help and answering questions

Host:
Gives an official welcome to Copenhagen and explains the formalities

By allowing the visitor to fill in the forms online and giving them a list of the documents required before they visit International House, time is freed up for addressing individual needs rather than processing a mass of people. By offering visitors appointments through an online and a telephone service, the amount of people waiting in the visitor's room becomes greatly reduced. This allows for restructuring the floor plan, creating a more pleasant ambience.