Queuing: The perceived waiting time is the culprit - Deepstash

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Queuing: The perceived waiting time is the culprit

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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MORE IDEAS ON THIS

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...

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Six queuing principles

  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. Unc...

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