A positive queuing experience - Deepstash
A positive queuing experience

A positive queuing experience

Research reveals that how people feel while waiting is more important than how long they wait.

Everyone stands in line in the physical world. It is a way to deal with high demand. Online lines serve the same purpose, given the technical challenges of peak website traffic. By understanding queue psychology, you can ensure a positive experience for your customers.

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MORE IDEAS FROM The Psychology of Queuing Revealed in 6 Simple Rules

  1. Unoccupied time feels longer than occupied time. Find creative ways to engage your customers.
  2. People want to get started. Ensure that your customer feels like they've started. E.g. add a progress bar on the online queuing page.
  3. Uncertain waits feel longer. Give an estimated waiting time. Err on the side of overestimation.
  4. Unexplained waits feel longer. Provide clear explanations.
  5. Unfair waits are longer. Treat customers on a first-in, first-out basis.
  6. Anything that can cause anxiety makes waits feel longer. Keep a fair, one line queue to prevent repeated anxiety about choosing the "right line".

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In the 1950s New York City, the problem was waiting in line for the elevators of the city's new skyscrapers. But building managers soon realised the problem wasn't the waiting time - it was the perceived waiting time.

The solution was to add floor indicators showing people the elevator's progress and adding floor-to-ceiling mirrors near the elevators to distract and occupy people. Similar solutions are found in airports, doctor's waiting rooms and supermarkets.

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RELATED IDEA

1. Anchoring Bias

Let’s say you go to buy a watch, and the first one you like costs $150, which exceeds your budget, soon after you see a watch that costs $125, this new price seems reasonable now, even though this too might exceed your budget, however, as compared to the first one, it now feels like a better deal.

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How Excitement Works

Excitement is temporary

It could go on for only so long due to a condition of stability in the body.

Excitement is mental, but it affects the whole body.

It is a physiological arousal which makes you feel like you're ready for an action.

Excitement makes people more likely to act.

It leads to impulsivity which leads people to make any decision, even a bad one since excitement affects their decision-making abilities.

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Falling in love

To us, being loved in a relationship is perhaps the highest ideal. It gives our lives meaning and purpose. Being loved validates our sense of self-esteem and soothes our fears of loneliness.

Our brains are also wired to fall in love. Dopamine provides a natural high and ecstatic feeling that can be as addictive as cocaine. 

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