We've all experienced that annoying sensation that we're in the "slow queue". The line next to us seems to be moving faster, but you know that if you shift queues that'll be the when the new line slows down. You've also probably seen that some places set up their queues differently. Typically, you'll see one of the following configurations:
- everyone queues up in one line, and goes to the next open service window/register/person (often seen in banks these days, and at airport check-in counters); or
- people join a queue behind one service window or another. Typically, people will join the shortest queue. (This is what you typically see in fast-food outlets and supermarkets.)
What you may not know, is that getting people to form a single line and go to the next available service window is much more efficient for everyone. Because no-one is necessarily held up by the person with all the excess baggage, or the wheelbarrow full of pennies that need counting, everyone tends to get served faster, on average, than the other model.
The down-side, is that the single queue *looks* longer, and can increase the potential for people baulking. But, the queue also moves much faster, so people are also less likely to abandon the queue altogether.
When designing your service, and looking at your layout options at check-out, it's important to keep these things in mind.
Posts
