NAIT saves 200k+ minutes of student wait time with WaitWell

About the project

Streamlining operations at NAIT with WaitWell

The Northern Alberta Institute of Technology (NAIT) in Edmonton, Alberta, is home to over 40,000 staff and students. To enhance service delivery and improve the overall experience, NAIT partnered with WaitWell to implement a digital queue management system across multiple campus locations.

Overview

Before implementing WaitWell, students faced long wait times in physical lines, which hindered their productivity and created stress for staff. By using WaitWell, NAIT has streamlined services at seven different locations, allowing students to focus on their studies and connect with peers instead of waiting in line. The system has improved staff efficiency, resulting in a more organized and less stressful work environment.

Cyndy Creighton, Business Analyst at NAIT, highlighted the need for a solution that addressed both student and staff concerns, especially with Generation Z students accustomed to digital convenience.

Challenge

Addressing inefficiencies and enhancing the student experience

NAIT faced significant challenges in managing student services effectively, particularly during peak times. Traditional physical lineups consumed valuable time and created a stressful environment for both students and staff. Long wait times led to frustration, diminishing the overall experience.
Staff reported feeling overwhelmed by the volume of students waiting for assistance, resulting in rushed interactions. Cyndy Creighton, Business Analyst at NAIT, noted the anxiety caused by endless lines and impatient students. With Generation Z expecting instant access and digital solutions, the demand for more convenient service options grew.
Recognizing the need for a solution that alleviated physical bottlenecks while catering to tech-savvy students, NAIT sought a digital transformation to streamline operations, improve service quality, and enhance the overall experience for everyone on campus.

Solution

Implementing WaitWell for a more efficient campus experience

In August  2021, NAIT adopted WaitWell to simplify student services as they returned to campus in September. The system allows students to join a virtual queue and select specific service types, enabling staff to specialize in areas of expertise. This focused approach has improved training efficiency and reduced wait times.

Results

Significant improvements in wait time and service delivery

Since implementing WaitWell, NAIT has saved over 3,492 hours of student wait time, positively impacting more than 9,152 students in one year of using WaitWell. The analytics provided by WaitWell have offered valuable insights into the student journey and staffing needs. The system has expanded to include services like appointment bookings and parcel pickups at the bookstore, streamlining various campus operations.Staff have also reported that WaitWell is easy to use, helping to coordinate workflows effectively.