Designing queues in services

Photo credit @halgatewood

Impacted by covid19, everything is taking longer than expected, whether that’s waiting in line at a retail store or boarding a plane. We’re even having to queue to shop online. Written by intO’s Jonny Jiang, this article explores how service design might try to bridge the gaps that WAITING is introducing to customer experiences in the retail and hospitality sectors.

—Forward by Clare from www.studio-into.com