ABOUT     CALL FOR PARTICIPANTS     OUTLINE     THE WORKSHOP
PARTICIPANTS     SCHEDULE

Tom Carden
YRM Architects / UCL

There are several ways to manage a waiting process (e.g. numbered tickets at the cheese counter or single queues for multiple service points at the post office). These methods can be objectively measured; the effect on waiting times and processing rates can be quantified. But the effect on the experience of waiting is less objective and cannot easily be measured. How might we better understand these issues, in particular the perception of fairness, to design better waiting experiences that are optimal not only in their use of resources but also in their impact on the people who are waiting?

TOP