Crowd sensing to monitor the waiting time of day-to-day services
Abstract
This work proposes the use of vivid impressions of users to monitor the waiting and service time in the provision of public and private services. The solution consists of an environment in which users can report the time spent waiting for the provision of a particular service. The waiting time for customer services is a problem that affects most cultures and has been studied by the academic community for several decades from the standpoint of psychology, sociology, marketing and computer science. In this paper we present a review of the literature on the subject, and also propose a classification of approaches that deal with this problem. We also report our participatory effort in articulating requirements and functionalities of a design solution to address this problem. A series of interviews were conducted with stakeholders and other people involved in the problem of waiting time delays in customer services, allowing requirements to be posed and validated through a survey. Finally, we present the latest details of an application being developed to address this problem and the final conclusions.
Full Text:
PDFReferences
J. Zimmerman, A. Tomasic, C. Garrod, D. Yoo, C. Hiruncharoenvate, R. Aziz, N. R. Thiruvengadam, Y. Huang, and A. Steinfeld, “Field Trial of Tiramisu: Crowd-sourcing Bus Arrival Times to Spur Co-design,” in Proceedings of the SIGCHI Conference on Human Factors in Computing Systems, New York, NY, USA, 2011, pp. 1677–1686.
T. Coenen, L. Mostmans, and K. Naessens, “MuseUs: Case Study of a Pervasive Cultural Heritage Serious Game,” J Comput Cult Herit, vol. 6, no. 2, pp. 8:1–8:19, May 2013.
N. H. Thuan, P. Antunes, D. Johnstone, and M. N. Q. Truong, “An architecture utilizing the crowd for building an anti-virus knowledge base”, in Future Data and Security Engineering, 2014, pp. 164-176.
S. P. J. Medeiros, D. Schneider, J. M. de Souza, and M. G. P. Esteves, “Strategic planning in semantic crowdware large groups decision,” in 2012 IEEE 16th International Conference on Computer Supported Cooperative Work in Design (CSCWD), 2012, pp. 649–654.
P. Nascimento, R. Aguas, D. Schneider, and J. de Souza, “An approach to requirements categorization using Kano’s model and crowds,” in 2012 IEEE 16th International Conference on Computer Supported Cooperative Work in Design (CSCWD), 2012, pp. 387–392.
C. Gomes, D. Schneider, K. Moraes, and J. de Souza, “Crowdsourcing for music: Survey and taxonomy,” in 2012 IEEE International Conference on Systems, Man, and Cybernetics (SMC), 2012, pp. 832–839.
C. Gomes, D. Schneider, J. de Souza, and G. Xexeo, “Cassino musical: A game with a purpose for social recruitment and measurement of musical talent,” in 2013 IEEE 17th International Conference on Computer Supported Cooperative Work in Design (CSCWD), 2013, pp. 593–598.
C. Gomes, D. Schneider, J. de Souza, and G. Xexeo, “Towards a Framework for Crowdsourced Collection, Cleaning and Measurement of Digital Content,” in 2013 IEEE International Conference on Systems, Man, and Cybernetics (SMC), 2013, pp. 1032–1039.
M. Antelio, M. G. P. Esteves, D. Schneider, and J. M. de Souza, “Qualitocracy: A data quality collaborative framework applied to citizen science,” in 2012 IEEE International Conference on Systems, Man, and Cybernetics (SMC), 2012, pp. 931–936.
A. L. Dallora Moraes, F. Fonseca, M. G. P. Esteves, D. Schneider, and J. M. de Souza, “A meta-model for crowdsourcing platforms in Data Collection and Participatory Sensing,” in Proceedings of the 2014 IEEE 18th International Conference on Computer Supported Cooperative Work in Design (CSCWD), 2014, pp. 429–434.
D. Schneider, J. de Souza, and E. Mello Lucas, “Towards a typology of social news apps from a Crowd Computing perspective,” in 2014 IEEE International Conference on Systems, Man and Cybernetics (SMC), 2014, pp. 1134–1140.
J. A. Burke, D. Estrin, M. Hansen, A. Parker, N. Ramanathan, S. Reddy, and M. B. Srivastava, “Participatory sensing,” Cent. Embed. Netw. Sens., May 2006.
A. T. Campbell, S. B. Eisenman, N. D. Lane, E. Miluzzo, and R. A. Peterson, “People-centric Urban Sensing,” in Proceedings of the 2Nd Annual International Workshop on Wireless Internet, New York, NY, USA, 2006.
A. Clarke and R. Steele, “Health Participatory Sensing Networks,” Mob. Inf. Syst., vol. 10, no. 3, pp. 229–242, 2014.
S. S. Kanhere, “Participatory Sensing: Crowdsourcing Data from Mobile Smartphones in Urban Spaces,” in 2011 12th IEEE International Conference on Mobile Data Management (MDM), 2011, vol. 2, pp. 3–6.
Y. Kim, S. Lee, S. Lee, and H. Cha, “A GPS Sensing Strategy for Accurate and Energy-Efficient Outdoor-to-Indoor Handover in Seamless Localization SystemsMob.,” Mob. Inf. Syst., vol. 8, no. 4, pp. 315–332, 2012.
M. Zhou, K. Xu, Z. Tian, H. Wu, and R. Shi, “Crowd-Sourced Mobility Mapping for Location Tracking Using Unlabeled Wi-Fi Simultaneous Localization and Mapping,” Mob. Inf. Syst., vol. 2015, p. e416197, May 2015.
A. Thiagarajan, L. Ravindranath, K. LaCurts, S. Madden, H. Balakrishnan, S. Toledo, and J. Eriksson, “VTrack: Accurate, Energy-aware Road Traffic Delay Estimation Using Mobile Phones,” in Proceedings of the 7th ACM Conference on Embedded Networked Sensor Systems, New York, NY, USA, 2009, pp. 85–98.
R. K. Rana, C. T. Chou, S. S. Kanhere, N. Bulusu, and W. Hu, “Ear-phone: An End-to-end Participatory Urban Noise Mapping System,” in Proceedings of the 9th ACM/IEEE International Conference on Information Processing in Sensor Networks, New York, NY, USA, 2010, pp. 105–116.
N. Maisonneuve, M. Stevens, M. E. Niessen, and L. Steels, “NoiseTube: Measuring and mapping noise pollution with mobile phones,” Inf. Technol. Environ. Eng., pp. 215–228, 2009.
J. Eriksson, L. Girod, B. Hull, R. Newton, S. Madden, and H. Balakrishnan, “The Pothole Patrol: Using a Mobile Sensor Network for Road Surface Monitoring,” in Proceedings of the 6th International Conference on Mobile Systems, Applications, and Services, New York, NY, USA, 2008, pp. 29–39.
E. Koukoumidis, L.-S. Peh, and M. R. Martonosi, “SignalGuru: Leveraging Mobile Phones for Collaborative Traffic Signal Schedule Advisory,” in Proceedings of the 9th International Conference on Mobile Systems, Applications, and Services, New York, NY, USA, 2011, pp. 127–140.
C. Laoudias, G. Constantinou, M. Constantinides, S. Nicolaou, D. Zeinalipour-Yazti, and C. G. Panayiotou, “The Airplace Indoor Positioning Platform for Android Smartphones,” in 2012 IEEE 13th International Conference on Mobile Data Management (MDM), 2012, pp. 312–315.
J. P. Braaksma, “Time-stamping: a new way to survey pedestrian traffic in airport terminals,” Transp. Res. Rec., vol. 588, pp. 27–34, 1976.
D. Aubert, “Passengers queue length measurement,” in International Conference on Image Analysis and Processing, 1999. Proceedings, 1999, pp. 1132–1135.
U. Stilla, E. Michaelsen, U. Soergel, S. Hinz, and H. J. Ender, “Airborne monitoring of vehicle activity in urban areas,” Int. Arch. Photogramm. Remote Sens., vol. 35, no. B3, pp. 973–979, 2004.
D. Bauer, M. Ray, and S. Seer, “Simple Sensors Used for Measuring Service Times and Counting Pedestrians,” Transp. Res. Rec. J. Transp. Res. Board, vol. 2214, pp. 77–84, Aug. 2011.
D. Bullock, R. Haseman, J. Wasson, and R. Spitler, “Automated Measurement of Wait Times at Airport Security,” Transp. Res. Rec. J. Transp. Res. Board, vol. 2177, pp. 60–68, Dec. 2010.
Y. Wang, J. Yang, Y. Chen, H. Liu, M. Gruteser, and R. P. Martin, “Tracking Human Queues Using Single-point Signal Monitoring,” in Proceedings of the 12th Annual International Conference on Mobile Systems, Applications, and Services, New York, NY, USA, 2014, pp. 42–54.
L. Felipe Oliveira, D. Schneider, J. Moreira de Souza, and S. A. Rodrigues, “Leveraging the crowd collaboration to monitor the waiting time of day-to-day services,” in Computer Supported Cooperative Work in Design (IEEE CSCWD 2015), 2015.
M. F. Bulut, Y. S. Yilmaz, M. Demirbas, N. Ferhatosmanoglu, and H. Ferhatosmanoglu, “LineKing: Crowdsourced Line Wait-Time Estimation Using Smartphones,” in Mobile Computing, Applications, and Services, D. Uhler, K. Mehta, and J. L. Wong, Eds. Springer Berlin Heidelberg, 2012, pp. 205–224.
M. F. Bulut and M. Demirbas, “Coffee Shop Line Length Monitoring Using Smartphones,” Poster 15th Int. Workshop Mob. Comput. Syst. Appl., 2014.
Q. Li, Q. Han, X. Cheng, and L. Sun, “QueueSense: Collaborative recognition of queuing on mobile phones,” in 2014 Eleventh Annual IEEE International Conference on Sensing, Communication, and Networking (SECON), 2014, pp. 230–238.
T. Okoshi, Y. Lu, C. Vig, Y. Lee, R. K. Balan, and A. Misra, “QueueVadis: Queuing Analytics Using Smartphones,” in Proceedings of the 14th International Conference on Information Processing in Sensor Networks, New York, NY, USA, 2015, pp. 214–225.
J. Goncalves, H. Kukka, I. Sánchez, and V. Kostakos, “Crowdsourcing Queue Estimations in Situ.”
M. Sein, O. Henfridsson, S. Purao, M. Rossi, and R. Lindgren, “Action design research,” 2011.
M. Tremblay, A. Hevner, and D. Berndt, “Focus Groups for Artifact Refinement and Evaluation in Design Research,” Commun. Assoc. Inf. Syst., vol. 26, no. 1, Jun. 2010.
S. Jamieson, “Likert scales: how to (ab)use them,” Med. Educ., vol. 38, no. 12, pp. 1217–1218, Dec. 2004.
L. Felipe Oliveira, D. Schneider, Filipe Oliveira, J. Moreira de Souza, and S. A. Rodrigues, “Designing for monitoring the waiting time of day-to-day services,” in Computer Supported Cooperative Work in Design (IEEE CSCWD 2016), 2016.
G. Melo, L. Oliveira, D. Schneider, and J. de Souza, “Towards an observatory for mobile participatory sensing applications,” in 2017 IEEE 21th International Conference on Computer Supported Cooperative Work in Design (CSCWD), 2017.
V. Silva, D. Schneider, L. Oliveira, and J. de Souza, “Towards a framework for supporting community modeling in crowdsourcing systems,” in 2017 IEEE 21th International Conference on Computer Supported Cooperative Work in Design (CSCWD), 2017.
D. Schneider, L. F. Oliveira, and J. de Souza, “Designing, building and evaluating a social news curation environment using the action design research methodology,” Cluster Computing, vol. 20, no. 2, pp. 1731–1748, Jun. 2017.
Refbacks
- There are currently no refbacks.
This work is licensed under a Creative Commons Attribution 3.0 License.