Before
Multiple queues + Multiple possible choices → Employee decides
QLess / Pegasus
From Queues to Decisions.
Redesigning the platform’s MVP for staff managing queues, appointments, and in-person service.
- Role
- UX Lead
- Platform
- Operations platform
- Scope
- System redesign MVP
- Timeframe
- 9 months
- Impact
- 16% Immediate migration
The Product
600+
Client organizations
This platform helps organizations manage in-person services through virtual queues, appointments, and staff routing.
After a decade of growth, design debt and outdated technology had turned diverse operational requirements into inefficient workflows —making a major overhaul necessary.
The Challenge
How might we define a focused MVP for a platform shaped by a decade of different operational needs?
My Approach
With no previously established UX processes, I started by reviewing what QLess already knew about platform usage and user feedback and I used that foundation to shape the redesign alongside the VP of Product and product managers.
Rather than tackle every industry-specific workflow at once, I proposed starting with a core flow shared across industries, refining it first, then expanding to more specialized use cases.
The Friction
Who to call next?
Supervisors wanted to reduce the time between visitors, while employees struggled to manage multiple queues. These needs converged on one recurring moment in the core flow: calling the next visitor.
The Insight
If the product already knows who should be called next, why ask employees to make that decision?
The opportunity wasn’t to give employees better tools to decide. It was to let the product make the best decision by default.
The Strategic Decision
Move routine decision-making from the employee to the product.
After
Multiple queues + rules + priorities → "THE PRODUCT RECOMMENDS"
From Decision to Workflow
One recommendation. Human judgment when it matters.
Recommended Next
The product evaluates the queues and surfaces the best next visitor based on priority rules.
Employee Control
The employee can follow the recommendation—or choose differently when context requires it.
Automate the routine, preserve human control.
The Interface
Read the queue
Urgency, status, and service details make priorities visible before opening a visit.
Act without losing context
Essential visit details and actions stay beside the queues while the panel adapts from calling to serving, keeping the wider workload visible.
Summoning
Serving
Ending service
Served
Manage the operation
Edit details, add a visit manually, or switch to a broader view of visits and appointments.
Edit a visit or visitor
Add a visit manually
All visits
Appointments
The Impact
One less decision. A clearer next step.
16%
Immediate migration. 98 of 617 organizations migrated to the MVP in its first week.
One less decision between every visitor.
Employees can act on the recommendation without comparing queues each time.
Prioritized by default. Human control for exceptions.
Priority rules guide the recommendation, while employees can choose differently when context requires it.
People should spend their time helping visitors, not deciding who deserves help next.
Key Learnings
Make routine decisions part of the product.
The real simplification came from redistributing responsibility: the product handled repetitive prioritization, while employees retained judgment for the cases that required context.
What I’d Do Differently
The legacy product had no comparable analytics, and by defining the new product measurement strategy only from the MVP forward, we missed the window for an immediate before-and-after comparison.
Explore Pegasus
Watch how to call the next visitor, complete the service, and create an appointment, or try the prototype in a new tab
Watch how to call the next visitor, complete the service, and create an appointment, or