Psychology of Waiting in Lines
I stumbled across this academic paper on the psychology of waiting in lines. It’s an updated version of a 1985 study and is apparently a chapter excerpted out of an upcoming book. You can read more about it here, but the Cliffsnotes version of line design principals are:
- Emotions Dominate
- Eliminate Confusion: Provide a Conceptual Model, Feedback
and Explanation - The Wait Must Be Appropriate
- Set Expectations, Then Meet or Exceed Them
- Keep People Occupied: Filled Time Passes More Quickly Than
Unfilled Time - Be Fair
- End Strong, Start Strong
- Memory of an Event Is More Important than the Experience
The paper is a study of physical lines (coffee shop, hospital, DMV, etc.) but I think the principals and conclusions apply equally well to virtual queues. here’s the paper: