Virtual queue for a line at a retail store

• US 9,514,422 B2
• Filed: 06/25/2014
• Issued: 12/06/2016
• Est. Priority Date: 06/25/2014
• Status: Active Grant

• Current Assignee: Walmart Apollo, LLC (WalMart Inc.)
• Original Assignee: Wal-Mart Stores Texas LLC (WalMart Inc.)
• Inventors: Argue, Stuart, Marcar, Anthony Emile
• Primary Examiner(s): GUDORF, LAURA A
• Application Number:
  US14/314,921
• Publication Number:
  US 20150379434A1
• Time in Patent Office: 895 Days
• Field of Search: 235/375, 235/383
• US Class Current: 1/1
• CPC Class Codes: G06Q 10/02 Reservations, e.g. for tickets, services or events
• CPC Class Codes: G06Q 10/06 Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
• CPC Class Codes: G06Q 50/12 Hotels or restaurants
• CPC Class Codes: H04W 4/02 Services making use of location information
• CPC Class Codes: H04W 4/029 Location-based management or tracking services

Abstract

A computer-implemented process can be operated for entering and holding a place for a first customer in a queue while the first customer is waiting to be served at a retail store. The process includes, within a computerized processor, establishing a place in the queue for the first customer, wherein the queue operates to establish among a plurality of customers a customer currently being served by a store employee and an order in which other customers of the plurality will be served. The process further includes displaying upon a portable computerized device of the first customer an indication of a status of the first customer within the queue.

Claims

1. A computer-implemented process for entering and holding a place for a first customer in a queue while waiting to be served at a retail store, the process comprising:

providing a server for the retail store in communication with a portable computerized device of the first customer;

providing a virtual queue application for the portable computerized device to be initiated by the first customer;

displaying to the first customer a list of items that can be pre-ordered from the retail store and accepting a pre-order from the first customer through the portable computerized device of the first customer, the pre-order comprising items that the first customer wishes to purchase when the first customer is served by a store employee;

establishing, by the server, a place in the queue for the first customer, wherein the queue operates to establish among a plurality of customers a customer currently being served by the store employee and an order in which other customers of the plurality of customers will be served;

monitoring, by the server, a current location of the portable computerized device of the first customer;

using, by the server, historical shopper data, including individual shopper history, time of day, and available store employees to estimate a waiting time for each customer in the virtual queue;

estimating, by the server, a wait time until the first customer is likely to be served;

determining, by the server, a warning interval describing a scheduled time that the first customer should arrive;

sending, by the server, a push notification of a warning based on the warning interval to a portable computerized device of the first customer prior to the scheduled time for the first customer to arrive;

displaying, by the server upon the portable computerized device of the first customer, an indication of a status of the first customer within the queue based upon the current location of the first customer including a queue number of the first customer and the customer currently being served and the estimated wait time;

determining if the first customer arrived at the scheduled time;

if the first customer is delayed, holding the place of the first customer in the queue for a predetermined time; and

if the predetermined time has passed, bumping the first customer to a later place in the queue based upon the current location of the portable computerized device of the first customer.

2. The computer-implemented process of claim 1, wherein estimating the wait time is based upon a portion of the plurality of customers ahead of the first customer in the queue.

3. The computer-implemented process of claim 1, wherein estimating the wait time is based upon a number of the store employees serving the plurality of customers.

4. The computer-implemented process of claim 1, wherein estimating the wait time is based upon items being ordered by the plurality of customers ahead of the first customer in the queue.

5. The computer-implemented process of claim 1, wherein estimating the wait time is based customer order tendencies for a current time of day.

6. The computer-implemented process of claim 1, further comprising:

with the portable computerized device of the first customer, providing for payment of the pre-order.

7. A computerized server with programming enabling operation a queue for a plurality of customers waiting to be served at a retail store, the server comprising:

an electronic order module displaying to a first customer a list of items that can be pre-ordered from the retail store and accepting a pre-order by the first customer of items that the first customer wishes to purchase;

a queue place-keeping module configured to assign the first customer a place in the queue for the first customer, wherein the queue operates to establish among a plurality of customers a customer currently being served by a store employee and an order in which other customers of the plurality of customers will be served;

a customer location module configured to monitor a current location of the portable computerized device of the first customer;

the queue place-keeping module being configured to use historical shopper data, including individual shopper history, time of day, and available store employees to estimate a waiting time for each customer in the virtual queue and estimate a wait time until the first customer is likely to be served;

the queue place-keeping module being configured to determine a warning interval describing a time that a message should be displayed to the portable computerized device of the first customer;

a communication device including a customer push notification module being configured to send a push notification of a warning based on the warning interval to a portable computerized device of the first customer prior to the scheduled time for the first customer to arrive, provide a message to the portable computerized device of the first customer based upon the place in the queue an indication of a status of the first customer within the queue based upon the current location of the first customer including a queue number of the first customer and the customer currently being served and the estimated wait time; and

wherein the queue-keeping module being configured to determine if the first customer arrived at the scheduled time and if the first customer is delayed, to hold the place of the first customer in the queue for a predetermined time and if the predetermined time has passed to bump the first customer to a later place in the queue based upon the current location of the portable computerized device of the first customer.

8. One or more non-transitory computer-readable storage media, having computer-executable instructions embodied thereon, wherein when executed by at least one processor on a portable computerized device of a customer wishing service at a counter in a retail store, the computer-executable instructions cause the processor to operate to:

display to a first customer a list of items that can be pre-ordered from the retail store and accepting a pre-order from the first customer through the portable computerized device of the first customer, the pre-order comprising items that the first customer wishes to purchase when the first customer is served by a store employee;

establish a place in the queue for the first customer, wherein the queue operates to establish among a plurality of customers a customer currently being served by the store employee and an order in which other customers of the plurality of customers will be served;

monitor a current location of the portable computerized device of the first customer;

use historical shopper data, including individual shopper history, time of day, and available counter staff to estimate a waiting time for each customer in the virtual queue;

estimate a wait time until the first customer is likely to be served;

determine a warning interval describing a time that a message should be displayed to the portable computerized device of the first customer;

send a push notification of a warning based on the warning interval to a portable computerized device of the first customer prior to the scheduled time for the first customer to arrive;

display an indication of a status of the first customer within the queue based upon the current location of the first customer including a queue number of the first customer and the customer currently being served and the estimated wait time;

determine if the first customer arrived at the scheduled time;

if the first customer is delayed, hold the place of the first customer in the queue for a predetermined time; and

if the predetermined time has passed, bump the first customer to a later place in the queue based upon the current location of the portable computerized device of the first customer.

9. The one or more non-transitory computer-readable storage media of claim 8, further comprising programming to display a message to the customer instructing the customer to return to a deli counter.