The psychology of waiting

Benjamin Franklin should have said that there are 3 sure things in life, death, taxes and waiting. It is fair to say that in business the better your waiting experience, the better your service. In this presentation, we will uncover the psychology of waiting and show you some examples of some awesome experiences across multiple channels, face to face, telephone and online. We will also give you real life data from our recent case studies with government, business and retail that highlight how the smallest changes can uncover huge benefits.

Presented by Freya Elliot at UX Australia 2016

Transcript

1. 3 THE PSYCHOLOGY OF WAITING UX AUSTRALIA August, 2016
2. COMMERCIAL IN CONFIDENCE 2
3. COMMERCIAL IN CONFIDENCE 3 At least 14,000,000,000 opportunities to make a difference
4. COMMERCIAL IN CONFIDENCE 4 Your job is to pay attention not only to how long the customer waits in a queue before service begins but also how the customer feels while waiting Based on research by David Maister
5. COMMERCIAL IN CONFIDENCE 5 THE 8 FACTORS David&Maister&(1985)& Psychology&of&wai;ng& & Uncertain waits are longer than known finite waits NEXT% Unoccupied time feels longer than occupied time & Anxiety makes the wait seem longer Unfair waits are longer than equitable waits 1 2 3 4 People want to get started The more valuable the service, the longer you will wait Solo waits feel longer than group waits 5 6 7 8 Unexplained waits are longer than explained waits
6. COMMERCIAL IN CONFIDENCE 6 Unoccupied time feels longer than occupied time David&Maister&(1985)& Psychology&of&wai;ng& & 1
7. COMMERCIAL IN CONFIDENCE 7
8. COMMERCIAL IN CONFIDENCE 8 David&Maister&(1985)& Psychology&of&wai;ng& & 2 Unfair waits are longer than equitable waits *&
9. COMMERCIAL IN CONFIDENCE 9 Uncertain waits are longer than known finite waits 3 NEXT% David&Maister&(1985)& Psychology&of&wai;ng& &
10. COMMERCIAL IN CONFIDENCE 10
11. COMMERCIAL IN CONFIDENCE 11 Anxiety makes the wait seem longer 4 David&Maister&(1985)& Psychology&of&wai;ng& &
12. COMMERCIAL IN CONFIDENCE 12 Back
13. COMMERCIAL IN CONFIDENCE 13 THE 8 FACTORS David&Maister&(1985)& Psychology&of&wai;ng& & People want to get started The more valuable the service, the longer you will wait Solo waits feel longer than group waits 5 6 7 8 Unexplained waits are longer than explained waits
14. WAITING IN A LINE LOCAL COUNCIL CASE STUDY
15. COMMERCIAL IN CONFIDENCE 15 1 2 3 4 4 DOOR DOOR
16. COMMERCIAL IN CONFIDENCE 16 1 2 3 4 4 RECEPTION DOOR DOOR
17. COMMERCIAL IN CONFIDENCE 17
18. COMMERCIAL IN CONFIDENCE 18 1 2 3 4 4 ENGINEERS DESK SERVICE DESK PLANNERS DESK RECEPTION DOOR DOOR
19. COMMERCIAL IN CONFIDENCE 19 1 2 3 4 4 ENGINEERS DESK SERVICE DESK PLANNERS DESK RECEPTION DOOR DOOR
20. COMMERCIAL IN CONFIDENCE 20 . ENGINEERS DESK SERVICE DESK PLANNERS DESK 1 2 3 4 RECEPTION DOOR DOOR
21. COMMERCIAL IN CONFIDENCE 21 Uncertain waits are longer than known finite waits NEXT% Unoccupied time feels longer than occupied time & Anxiety makes the wait seem longer Unfair waits are longer than equitable waits 1 2 3 4
22. COMMERCIAL IN CONFIDENCE 22
23. COMMERCIAL IN CONFIDENCE 23 NEXT%
24. WAITING ONLINE UBER
25. COMMERCIAL IN CONFIDENCE 25
26. COMMERCIAL IN CONFIDENCE 26 Uncertain waits are longer than known finite waits Anxiety makes the wait seem longer 4 3 NEXT% David&Maister&(1985)& Psychology&of&wai;ng& &
27. COMMERCIAL IN CONFIDENCE 27 WAITING ON THE PHONE A BANK
28. COMMERCIAL IN CONFIDENCE 28 Unoccupied time feels longer than occupied time 1 Uncertain waits are longer than known finite waits 3 NEXT%
29. COMMERCIAL IN CONFIDENCE 29
30. 30 30 30 30 COMMERCIAL IN CONFIDENCE QUESTIONS ? freya.elliott@customerexperience.com.au