Use patterns and dots to make the wait fun

Daniele Catalanotto
Apr 1, 2022
A Service Design principle to enhance the waiting time

I’m waiting in front of a building to meet someone. As the typical swiss guy, I’m way too early... So I have to wait. And as a regular human, I’m bored.

After a few seconds, I notice something on the concrete floor. I see coloured dots with lines that connect some of the dots. The whole thing seems to be there for kids to play with. But, weirdly enough, I find myself walking along the lines and jumping from one dot to the other.

Time passes way more quickly as I’m doing something a bit silly.

That is like what I do when I’m at the dentist. Bored to death while my dentist works, I often find myself counting the dots on the ceiling. Or I try to figure out if the dust on the ceiling creates a funny creature.

Imagine if my dentist put little brain games on the ceiling. Wouldn’t that be much less boring?

So ask yourself:

Where are people looking while they wait? How can you make that space visually interesting or puzzling so that the person can play a game with it?


Little side notes

  • This is the second draft of this Service Design Principle.
  • I was able to reduce the lengths by 22.72% compared to the first version.
  • Once adapted, even more, this principle will be part of the book "Service Design Principles 201-300"
  • As always feel free to share comments, feedback or personal stories to improve this principle.
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Patrick Marcelissen
May 5, 2022
I think it’s clear to read, but this principle have the same thoughts as an another principle “ Offer many thiny distractions” this sounds to me as an example of an implementation of this principle. I would merge those 2.
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Daniele Catalanotto
Jun 4, 2022
Indeed the title is misleading. It's more about using decoration to help our mind wander. Good point also about the two principle that could be merged. I'll look if I'll merge them or maybe I'll be able to differentiate them more clearly :) We will see :) 

Thanks for the feedback :) 
Daniele Catalanotto
Oct 21, 2022

The third draft of this Service Design Principle

As the typical Swiss guy, I’m way too early for a meeting... So I’m waiting in front of a building. And as a regular human, I’m bored.

After a few seconds, I notice something on the concrete floor. I see colourful dots with lines that connect some of the dots. The whole thing seems to be there for kids to play with. Bored, I find myself walking along the lines and jumping from one dot to the other. Now the waiting time passes much faster.

It’s like when I’m at the dentist. Bored to death while my dentist works, I count the dots on the ceiling. Or I try to figure out if the dust on the ceiling creates a funny creature.

Imagine if my dentist put little brain games on the ceiling. That would make this shitty moment more interesting?

So ask yourself:

Where are people looking while they wait? How can you make that space interesting or puzzling to make the waiting feel shorter?

Daniele’s notes
  • This is the third draft of this principle.
  • I’ve reduced the length of this principle by 9% compared to the previous draft.
  • In the next draft, I plan to separate this principle more clearly from the one called “Offer many tiny distractions.”