The Psychology of Waiting Lines Eight Design Principles for Waiting Lines 1. Emotions Dominate 2. Eliminate Confusion: Provide a Conceptual Model, Feedback and Explanation 3. The Wait Must Be Appropriate 4. Set Expectations, Then Meet or Exceed Them 5. Keep People Occupied: Filled Time Passes More Quickly Than Unfilled Time 6. Be Fair 7. End Strong, Start Strong 8. Memory of an Event Is More Important Than the Experience Design Solutions for Waiting Culture and Line Behavior The Importance of Task Analysis Double Buffering Spatial double-buffering: Two-Sided Checkout Lanes Temporal double-buffering: Checkout Lanes Temporal double-buffering: Drive-through Restaurants Temporal double-buffering: Coffee shops Designing the Lines One line Feeding Multiple Servers Number Assignment Targeted Admission Times Providing Positive Memories Variations on the Themes Deliberately Inducing Waits Deliberate Chaos Breaking the Rules When Waiting Is Handled Properly References
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