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Republic of the Philippines

University of Eastern Philippines

University Town, Northern Samar

Web: [Link] Email: ueppres06@[Link]

Smart Queue Management System within

Registrar’s Office

Program:

Bachelor of Science in Information Technology

Proponents:

CAPOQUIAN, JOJO R.

BUSA, REYNALYN C.
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DECEMBER 2025

TABLE OF CONTENT

Cover/ Title............................................1

Chapter I...............................................4

INTRODUCTION...........................................4

II. OBJECTIVES OF THE STUDY.............................5

III. SCOPE AND LIMITATIONS..............................6

Scope:.................................................6

Limitations:...........................................6

IV. RESEARCH AND USER NEEDS.............................7

Conduct User Research:.................................7

Competitive Analysis:..................................8

V. SYSTEM DESIGN AND METHODOLOGY........................9

A. Research and Planning...............................9

B. Design and Development..............................9

C. Testing and Evaluation..............................9

VI. SYSTEM ARCHITECTURE/NAVIGATION FLOW...............10

VII. SYSTEM FEATURES...................................11

VIII. FIGMA DESIGN STANDARD............................12

IX. Evaluation and Findings............................13

X. Conclusion..........................................13

XI. Recommendations....................................14
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XII. References........................................14

XIII. Documentation....................................15

Figure 1: Tabulation..................................15

Figure 2: Persona Profile.............................17

Figure 3: Empathy Map.................................18

Figure 4: Lowfi Wireframing...........................18

Figure 5: Prototyping in Figma........................19

Figure 6: Photos of user testing conduct..............19

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Chapter I

INTRODUCTION

Waiting in long lines has always been a common problem in

schools and universities, especially in the registrar’s

office. The registrar’s office is where students request

documents, ask about enrollment, and update their

records. These services are important, but slow service

and long queues cause stress and waste time. To solve

this problem, our study introduces a Smart Queue

Management System that will help organize and speed up

the process. In the past, students needed to personally

line up and wait for their turn, sometimes for hours.

This old system depended on manual handling, which often

led to confusion and delays.

Today, technology can make this process faster and

easier. Our proposed system uses a smart, automated queue

system that gives students digital queue numbers, updates

them on waiting times, and notifies them when it’s their

turn. It replaces the old manual system with a more

efficient and convenient one. This system will be

developed and used in the registrar’s office of the

school. It will be used by students, registrar staff, and

administrators.
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The system will work every school day when students

process their documents. The project uses computers,

database management, and real-time notifications to make

sure the service runs smoothly and fairly. We chose this

study because time management and service efficiency are

important in education. Many universities around the

world already use electronic queue systems to improve

their services. According to a 2022 study by Queue-it,

smart queue systems can reduce waiting times by up to 60%

and increase customer satisfaction by 70%. By applying

similar ideas to the registrar’s office, we can improve

productivity and provide better service to students.

II. OBJECTIVES OF THE STUDY

To develop and implement a smart queue management system

that improves the efficiency and organization of

transactions within the Registrar’s Office.

Specifically,

1. To determine the common causes of long waiting times

and service delays in the Registrar’s Office.

2. To identify the system features needed to automate

and optimize the queuing process.

3. To determine the effectiveness of providing real-

time queue updates and basic notifications in

improving the flow of registrar services.

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4. To identify the essential features and system

requirements needed to create a user-friendly and

efficient queue management system.

5. To identify the easy online queue registration,

offer a real-time queue monitoring or tracking

system, and improve office workflow efficiency

through a well-organized and secure queue management

process.

III. SCOPE AND LIMITATIONS

Scope:

This study focuses on the design, implementation, and

evaluation of a Smart Queue Management System (SQMS)

within the Registrar’s Office, examining how the system

influences waiting time, service efficiency, and user

satisfaction. It covers digital queue number generation,

service categorization, real-time monitoring, and basic

notification functions, as well as the use of an

administrative dashboard for queue control.

Limitations:

The project is limited to the Registrar’s Office and does

not include other university units or integrate with

existing institutional systems. The evaluation is

restricted to a limited group of student and staff

respondents, depending on availability during the conduct

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of the study. Despite these limitations, the study

provides a functional and focused examination of how

digital queue management can improve the workflow and

service efficiency within the Registrar Office.

IV. RESEARCH AND USER NEEDS

Conduct User Research: In the data gathering phase, we

used interviews as our primary method to understand user

needs and identify challenges in the current manual

queuing process within the Registrar Office. The

information collected was then used to create an Empathy

Map and a User Persona, helping us clearly define the

core problems experienced by both students and staff. Our

finding showed that the biggest frustrations for students

are the long waiting times and they need to physically

stay in the line. This issue is especially difficult for

students who are waiting for long time and sometimes the

other students did not follow their lines. Their concerns

are made worse by the lack of transparency and fairness

because there is no queue tracking system, students feel

unsure of their waiting status. Registrar staff are also

face significant workload challenges. They manage large

volumes of students daily, which leads to slow service

processing, paperwork buildup, and difficulty organizing

request. These validated insights form the core

objectives of our system: to provide an easy online queue

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registration, offer a real-time queue monitoring or

tracking system, and improve office workflow efficiency

through a well-organized and secure queue management

process.

Competitive Analysis: To understand how to improve our

system, we looked at QLess, a well-known queue management

tool used by schools, government offices, and businesses.

QLess is popular because it helps people line up without

standing in long physical lines. From our review, we

found three main strengths that good queue systems

usually have: Transparency QLess shows real-time

updates, sends notifications, and tells users how long

they need to wait. This helps people know exactly where

they are in the line. Data Security and Organization

QLess uses cloud storage, organized dashboards, and

reports to help offices track their performance and

protect user data. Accessibility QLess allows users to

join the queue through their phone, check in online, and

see updates on any device. Even though QLess is a strong

queue management tool, our Smart Queue Management System

for the Registrar Office offers an advantage because it

is made specifically for school Registrar needs. QLess is

a general system, while ours focuses on: student document

requests, school records, certifications verification

services integration with student databases. Our system

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also has a simple and school-friendly design that makes

it easier for students to understand and use. Because it

is built for a Registrar office, our system can fit

school processes better than a general platform like

QLess.

V. SYSTEM DESIGN AND METHODOLOGY

A. Research and Planning

User needs were identified through short interview with

the students and observation of a current manual queuing

process in the Registrar Office. System requirements were

determined with a focus on reducing long waiting times,

improving real-time updates, and making the platform easy

to use for all students. The planning stage also involved

studying common registrar transactions such as documents

request, verification, and record processing.

B. Design and Development

Wireframes and interface layouts were created using Figma

to visualize the system’s structure and user flow. The

design followed a clean, school-friendly style with

simple colors, clear text, and easy-to-recognize icons to

help students navigate quickly. Features such as digital

queue numbers, real-time status tracking, and service

category buttons were developed to streamline the

Registrar’s workflow.
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C. Testing and Evaluation

Basic usability testing was conducted with a small group

of students to check if the system was easy to understand

and navigate. Feedback was collected on the clarity of

the layout, the speed of accessing services, and the

overall look of the interface. Peer evaluation also

helped identify small issues and areas for improvement,

which were used to refine the final prototype.

VI. SYSTEM ARCHITECTURE/NAVIGATION FLOW

The navigation flow of the system begins at the

Login/Sign Up page, where create an account. Once logged

in, they are directed to the Home Dashboard, which acts

as the main hub for accessing different offices and

system features.

From the dashboard, users can navigate to specific

service offices such as the CS Office, Cashier’s Office,

and Admission Office to request a service ticket. Each

office page allows users to generate a Ticket, view queue

status, and monitor real-time updates. Notifications are

delivered through the Notification panel, ensuring users

receive alerts regarding their ticket number, estimated

waiting time, and any changes in the queue.

Users can also manage personal information through the

Profile section. Administrative tasks and queue

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monitoring are handled within the Registrar Panel, which

is accessible only to authorized staff.

Navigation Flow

1. Login / Sign Up → 2. Home Dashboard → [Link] Office /

Cashier’s Office / Admission Office → 4 Ticket → 5.

Notification → 6. Profile → 7. Registrar Panel

VII. SYSTEM FEATURES

Features Description Purpose

Login & Users can create Personalizes the

Registration an account or log user experience

in using their and secures

credentials. access to the

system.

Home Dashboard Display the main Serves as the

menu and central hub for

navigation accessing system

options for functions.

different

offices.

CS Each office Helps users

Office/Casher’s section allows choose the

Office/ Admission users to select correct office

Office the service they for their

need. transaction.
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Ticket Generation Users can Organizes the

generate a queue queue and assigns

ticket for their customers and

chosen office. order number.

Notification Shows updates Keeps users

Panel about the queue informed and

such as estimated reduces

waiting time or uncertainty.

when the user’s

number is called.

Profile Allows users to Maintains

Management view or update accurate user

their personal data for smoother

information transactions.

Registrar Panel Admin can monitor Support

(Admin) queues, manage administrative

ticket numbers, control and

and update system

service status. management.

VIII. FIGMA DESIGN STANDARD

The prototype applies a clean and consistent design

system using a blue green and white theme that reflects a

professional academic environment. Green accent

components are used to emphasize essential features such

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as service buttons, queue numbers, and status indicators.

Typography such as Poppins or Inter ensures clear

readability across different screen sizes.

Accessibility was prioritized by following WCAG design

principles, ensuring proper contrast, readable text

sizes, and easily identifiable icons. Buttons and touch

elements were designed with sufficient spacing to support

mobile usability. Consistent layout structure, padding,

and alignment were used throughout all pages to create a

smooth visual flow. Interactive elements—such as service

selection buttons, queue generation, and ticket display—

include subtle animations and transitions to enhance the

overall user experience while maintaining simplicity.

IX. Evaluation and Findings

User testing and peer evaluation showed that the

interface was easy to use and simple to understand. They

liked the clear layout and the clean colors and easy to

navigate. Some suggestions are the text make a little bit

smaller and add more offices and services.

X. Conclusion

The Smart Queue Management System project demonstrates

how technology can streamline service operations within

the Registrar Office. By applying user-centered design

and principles of Human–Computer Interaction (HCI), the

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system effectively reduces waiting time, improves service

flow, and enhances overall user satisfaction. Findings

from user research and competitive analysis highlight the

need for automation, transparency, and convenience in

managing student queues.

The prototype shows how digital queueing can replace

manual processes with a more organized, efficient, and

accessible solution. Its features—such as real-time queue

updates, organized service tracking, and a user-friendly

interface—serve as a foundation for future development

and possible full system implementation.

XI. Recommendations

- Integrate more offices ensures that the system grows

into a campus wide solution rather than serving only the

Registrar Office.

- Add SMS, Email, or in app alerts to notify users when

their queue number is approaching.

XII. References

[Link]
MANAGEMENT?node-id=0-1&t=hayOG8zde4fIfm4G-1

[Link]
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XIII. Documentation

Figure 1: Tabulation
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Figure 2: Persona Profile

Figure 3: Empathy Map

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Figure 4: Lowfi Wireframing

Figure 5: Prototyping in Figma

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Figure 6: Photos of user testing conduct