Happy Queue = Happy Customer
While doing a research about queuing, I stumble upon a article regarding the psychology of waiting in line. It is an interesting article which look at different factors that contribute to agitated waiting and methods on how to translate them to an enjoyable waiting experience.
“Products are consumed, services are experienced.”
Steven Levitt
In a gist, it can be summarised to 3 areas that will help to make the long wait a much enjoyable one. Feedback, (Delightful) Distraction, Worthiness.
- Feedback
Explain to the customer why the wait is long and provide them a constant assurance if necessary . Examples: -- Assign a queue number to the customer
- Install a waiting time counter
- Verbal assurance such as “I’ll be with you as soon as I can, after I’ve looked after that table over there”
- (Delightful) Distraction
Time is relative. Thus, distractions are used to shorten the perception of time. Examples: -- Hand out menu/drinks for customer to peruse while waiting in line
- Turning waiting area to a bar. Through using poster or reading material
- Install a mirror where guests waited for elevators so that the user could check their appearance while waiting
- Clinic and Medical room: Install a weighting machine, magazine or self-testing equipment
- Promote the sense of group waiting rather than isolating each individual, will tend to increase the tolerance for waiting time
- People waiting in line for a comedy show at Walt Disney World are asked to text message jokes that may be used during the main event
- Worthiness
The more valuable the service, the longer the customer will wait. Waiting for something of little value can be intolerable. Examples: -- Supermarket express-checkout counter
- Airport Business Class Checkout counter
Via E.Lee
Science. The Art Part of It.
Richard Phillips Feynman was an American physicist known for his work in the path integral formulation of quantum mechanics.
From the Brain Pickings, I happen to watch a short series about his notion of beauty, honors and curiosity. His notion is certainly beautiful beyond words.
One of the biggest take away from the video (honors) is this.
When i was in high school one of the first honors I got was to be a member of the arister which was a group of kids who got good grades, and everybody wanted to be a arister. And when I got in to the arister, I discovered what they did in their meetings was to sit around to discuss who else was worthy to join this wonderful group that we are.
It is always good to have rewards and recognition. However, personally, a great designer do not need an award or club membership to be recognise as one. The rewards are much greater.
Entangled in a Web of Design – An Interview by NOQ Store
Has the privilege to be interviewed by Maye from NOQ Store.
Below is the article that is featured in facebook.
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An explosive marriage of Psychology, Art and Technology, Web Design is of cardinal significance in shaping our Web browsing experience today. This week, we speak to Mr. Eric Lee, founder and Ideation Strategist of Refruit, a homegrown multimedia company, to gain an intuitive insight into the multifaceted world of Web Design.
Can you share with us the story of Refruit?
“We provide Web and graphic design services with a human-centered approach in creating design solutions for our clients, hence our designs are not just functional but emotionally influential and communicable.”
What sparked your interest in Web design?
“Since young, I loved to create things and see them work. In 1998, when computers were getting increasingly popular, I started creating Web pages on Geocities. I enjoy the programming and developing process, and my greatest joy is to see users having fun with the functions on the websites I create.”
What is the favourite design that you have created to date?
“In 2009, we were commissioned to design and develop a regional website for Glenmorangie. I was granted full control over the entire creative process from conceptualisation to execution and the client loved the product!”
What do you think is the most important skill for a Web designer to have?
“Listening skills are essential in understanding what clients want. Many Web designers tend to grasp the big picture and neglect listening to the details which are crucial to the translation of the clients’ ideas into design.”
What do you think is one of the biggest misconceptions that people have about Web design?
“Most people assume that print can be directly translated into Web design. Take for example a print fashion…
Our Small Project for T-Shirt Lovers
The team is a big fan of good tshirt design and to share our interest and likes, we have created a small project where we will showcase our favourite tshirt design. Do give it a shout out if you like it.
When Making Difficult Decision…
I like this solution from Leila Takayama
When you’re torn between a set of options and have to choose one, try this:
* Pick your top two options
* Get a coin
* Assign one option to “heads” and the other option to “tails”
* Flip the coin; the side that lands face up is your decision
* Pause for a moment and see how you feel about your decision
- If your heart sinks, change your decision to the other side
- If you feel relief, stick with that decision
Sometimes, we already know what we want to have. We just need some assurance to our decision.
How hot is it?
Without any fancy packaging, a good name is just what it need to describe the product.
Creative Britain in Reverse?
Seymourpowell, in partnership with the Design & Technology Association and the James Dyson Foundation, have made this film to promote the importance of design education in Britain’s schools and universities, its contribution to successful business, and its fundamental role in supporting the UK Economy.
More than just a ring
A diamond ring is more than just a glittering stone. To some, it holds a story/message between the couple. Below are the window display from Tiffany at Marina Bay Sand.
Your husband called He/say he Loves you!!
MY DEAREST(STOP) MY JUNE BOOKING IS CONFIRMED(STOP) SOON I WILL BE ON A TRAIN TO YOU (STOP) BUT COULD NOT WAIT UNTIL THEN TO TELL YOU HOW EXCITED I AM (STOP) ONLY YOU KNOW MY TRUE HAPPINESS SWEETHEART(STOP) TELL EVERYONE I MISS THEM AND WILL BE THERE SOON(STOP) ALL MY LOVE
You have my heart.
I like this because it engage the customers by giving a story to the product. It is selling a story.
Standing out from the shelf
To get your product notice, one of the approach is to have a product’s name that stand out from the shelf.
Above Image : Not the jam for the bread. Rather, a condiment for the meat (Mutton and pork).
Above Image: It says nothing about the wine, but it certainly capture the attention of the consumers.
Why I blog this because it reminds me of the Purple Cow from Seth Godin.
“The essence of the Purple Cow — the reason it would shine among a crowd of perfectly competent, even undeniably excellent cows — is that it would beremarkable. Something remarkable is worth talking about, worth paying attention to. Boring stuff quickly becomes invisible.” – fast company
Relative or Absolute
Above image is a LCD panel that display the estimate time arrival for the next public bus. The second column from the left is displaying the time that the bus will arrive. The initial respond is to check the current time and do some mental calculation to derive the estimate time arrival.
Will the information be much clearer and comprehensive if the chart display the relative time rather than the absolute time? Design (just enough) what the user need to find out, and nothing more than that.
Creative use of CD
Happen to come across a stall owner who hang a old CD in front of the stall. After a few queries, it seem that the purpose is to keep the flies away.
Did a quick research and here is the answer that I have found from HowStuffWork.
“… (light) refraction can be just as confusing for some species of insect, especially the housefly. It boasts a highly sensitive array of eyes which allow it to see in multiple directions at once….
… Some entomologists believe that when these complex, sensitive eyes experience refracted light, the insect becomes confused and flies away.”
Apparently, the refracted light from the CD create some sense of disturbance to the flies which keep the insects away from the perimeter.
In the west, water bags are use for the same purpose and if you need something more visual appealing, there is a chic version as well.
Why I blog this because I am always intrigued by solutions that are not meant for the intended purpose and they are designed by the users.
Update 13th Jul 2011:
Saw this photo while browsing the fb album of Aljunied GRC in their Tangkak Durian and Yongpeng Tour. This photo seem to be taken in Johor Bahru, Malaysia.
Sale, in a subtle way
How will you do a shout out for ‘sale’, where it does not give the perception that the products are ‘out-of-season’ or ‘inferior’?
Muji has created a smart poster with the symbol $. It illustrate a message as Good Deal or Worthy. A much softer touch compare to having the word SALE spreading across.
Another example that I have came across are from Louis Vuitton, where they will use the symbol % as a replacement of the word. The word ‘SALE’ will put the product into a different market position which they will not like to uphold. I will try to upload the images if I manage to take a photo of it.