Recently I was asked to join a project on improving the customer experience of waiting at an upper-end photo retailer. Naturally, waiting is not nice. Most often waiting is “dead time” – that dreadful experience of one wanting for a part of their life to go away (pass) as fast as possible.
When it comes to waiting, the guiding behavioral science principles are “empty time is a drag” and “make waiting time useful, interesting, not necessarily pleasant” – you want people to leave eventually.
Nonetheless, an experience designer needs to go beyond the established (in a good way) potential solutions and to take into account the particularities of the context in which the waiting occurs. In this case, the service provider (business) is an upper-end photo equipment retailer and