· Michele Mazzucco · Post
Designing virtual queues that don’t feel like waiting
Virtual queues can make self-service smoother—or more frustrating. In this guide, we break down what makes the difference, and how to design queues that actually work.
Tag: customer service
· Michele Mazzucco · PostYou wouldn’t queue like that in a store. So why at an airport?
Why do airport queues feel so much worse than lines anywhere else? In this article, we explore what airlines and airports can learn from retail—where smarter layouts, real-time updates, and customer-centered design turn waiting into a competitive advantage.
· Michele Mazzucco · PostBusting the myth — what that long queue really means
Long lines often feel like proof of success—but that’s not always the case. In this article, we explain why queues form, how perception can mislead, and what they actually reveal about your operations. Spoiler: it is not only about demand.