MSE REPORT

Week 15-16: Balancing Demand and Productive Capacity

Pagbalanse ng Demand at Produktibong Kapasidad
6. MINIMIZE PERCEPTIONS OF WAITING TIME

Good morning, everyone I am Alliah Sapaden and now let us talk about the 6 th overview of
Balancing Demand and Productive Capacity which is about minimizing perceptions of waiting
time.
First of all, Waiting is seen negatively by the majority of individuals. It has a negative impact on
both consumer and employee experiences. People who have to wait for a long period of time
may get frustrated, upset, or irritated. They believe they are wasting their own valuable time and
that others do not value their time.

It is important to eliminate any waiting time when planning consumer or staff experiences.
Where it is not possible to minimize waiting time, it is crucial to design your experiences to
lessen the idea of waiting.

Understanding these ten waiting principles can assist experience designers in providing better
waiting experiences for their users or clients. So let us proceed and explore the lessons
provided by each of the ten principles listed below.

Ten Propositions on Psychology of Waiting Lines (1) (Table 9.3)

Sampung Proposisyon sa Psychology of Waiting Lines

1. Unoccupied time feels longer than occupied time*

- Individuals who must wait should be given appropriate activities or enjoyment.

- Magazines in medical and dental waiting rooms are a fantastic illustration of this.
Similarly, televisions are employed in numerous places where people must wait.

2. Pre- and post-process waits feel longer than in-process waits

- Experience designers should start procedures as soon as possible since waiting is less
irritating if someone is engaged in it. In contrast to a very speedy process with waiting on
either side of it, it is preferable to have a longer overall process with waiting within the
process.

- An easy illustration of this would be to ask visitors to fill out a form as soon as they
arrive. They are "in-process" as a result of this action, which lessens the sensation of
 waiting they have for the rest of the event. Once more, medical practitioners frequently
do this.

3. Anxiety makes waits seem longer

- People who are anxious perceive time as moving more slowly and find waiting to be an
extended process.

- Experience designers should construct soothing waiting areas to get around this. This
may be accomplished with the right furniture, color scheme, and music. Waiting may be
made less uncomfortable by using soothing colors, soothing furnishings, and soothing
music.

4. Uncertain waits are longer than known, finite waits*

- When we don't know how long we will be waiting for, waiting seems to take longer.
Experience designers should try to let customers know how long they may expect to
wait in order to avoid this.

- There are several instances of this in action across numerous sectors. The usage of
digital "downloading" bars to indicate how much longer it will take for a computer to
complete a download is one that most people are aware with.

- Customers' feelings of waiting are lessened by digital experience designers by giving

consumers this information.

5. Unexplained waits are longer than explained waits*

- The fifth of The 10 Principles of Waiting is that when we don't know why we are waiting,
it seems like our waits go on forever. Because of this, experience designers work to
make sure that their clients are informed about both the length of expected waits and the
causes of those waits.

- For instance, if an airplane is delayed in taking off, the captain will let the passengers
know how long the delay is likely to last as well as the cause.

6. Unfair waits are longer than equitable waiting

- The length of their own delays is more strongly felt by those who are waiting when they
believe that others are receiving faster service than they are. Experience designers need
to make sure their waiting procedures are fair in order to avoid this.
- Using organized, physical queuing systems is a popular way to do this. Clear lines with
fair service orders or the use of devices like ticking numbers that guarantee clients are
serviced in the order in which they have requested service can be used to accomplish
this.
7. People will wait longer for more valuable services

- Waiting is viewed as a cost that is somehow compared to the price of the underlying
service. Because the proportionate cost of their wait to the benefit is still modest, people
are more ready to wait longer for higher valuable goods.

- People will grow more irritated if you ask them to wait for a less expensive or low-quality
product than if you ask them to wait the same length of time for a more expensive or
high-quality thing. After all, time is money.

8. Waiting alone feels longer than waiting in groups

- The eighth of the ten principles of waiting is that individuals feel like they are waiting
longer when they are waiting alone than when they feel like they are waiting with a group
or cohort. Experience designers try to form groups wherever it is feasible and
appropriate to get around this.

- The concept of "boarding groups" by airlines could serve as an illustration of this.

9. Physically uncomfortable waits feel longer*

- People are more intensely aware of their waiting when they are physically
uncomfortable, and the opposite is also true. We become less aware that we are waiting
the more at ease we are.

- Because of this, experience designers work to make waiting areas comfortable, at least
for some products.

- The development of airport lounges, which make waiting for aircraft appear less taxing,
is an excellent illustration of this.

10. Waits seem longer to new or occasional users

- When we do an action for the first time, it usually takes longer than when we repeat it.
Going back from somewhere, for instance, usually seems to take considerably less time
than walking there in the first place.

- Experience designers should aim to give their consumers or staff as much information
as they can in order to assist combat this situation. Their feeling of waiting is lessened
by doing this.

SUMMARY
When creating client experiences, being aware of The 10 Principles of Waiting and what can be
done to avoid them is quite important. Although waiting may appear little to many, it is actually
quite significant and a key distinction in consumer and product preference.
7. Create An Effective Reservation System
- What role does the reservation system play?
A reservation system reduces expenses and saves time.

- With a reservation system, your customers won't have to wait hours for a confirmation
from your staff, which will save them time.