Let me know why others come before me
Daniele Catalanotto
Oct 11, 2022
A Service Design Principle to improve the waiting experience and build empathy for others.
I’m waiting with my wife in the hospital waiting room for a routine checkup. Thanks for asking; she is okay. While we wait, I notice a little poster on the wall.
The poster explains how nurses do the triage based on the emergency of the situation. The poster shows how the service works in different scenarios: when you have an emergency but no appointment, when you have an appointment, when you have been sent from another service in the hospital and when you need to renew your bandages.
That means that even if you have an appointment, it might happen that you’ll be served later in order first to serve others’ emergencies.
Now I’m not frustrated that so many people pass before us even if they arrived after us. I understand that their problem is way worse than ours. I’m not only more relaxed but also more empathic to other patients (1).
So let me ask you this:
What can you do to help people better understand how the waiting experience works in your service?
Footnotes
The first draft of this Service Design Principle was adapted into more understandable English by the lovely Joanna Bienz. Thanks, Joanna!
(1) We can make this idea even better. For example, we could add this information to a brochure you receive at the reception where the staff gives directions to the waiting room. So we are sure that everyone gets the information, and everyone will read for the first few minutes, which makes the waiting time feel shorter.
Daniele’s personal notes
- You just read the second draft of this Service Design Principle.
- The length of this principle has been reduced by XX% compared to the first draft.
- Once improved even more, this principle could 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.
3 comments
Jochen Bergmann
Oct 24, 2022
I like it. "Tell" can be as easy as "show" on-site. For example, a PC and electronics chain in Germany used to have two desks for dealing with customers in their shops: One "regular" and one solely for pick up of equipment bought online. They even gave a little discount on the latter (3% if I recall correctly)..
So it was clear why these folks received preferential treatment (shorter queue) and other customers learned how to save a little time and money next time.
So it was clear why these folks received preferential treatment (shorter queue) and other customers learned how to save a little time and money next time.
Daniele Catalanotto
Oct 30, 2022
Thanks Jochen for the additional story ;)
Daniele Catalanotto
Oct 30, 2022
The third draft of this Service Design Principle
I’m waiting with my wife in the hospital waiting room for a routine checkup. While we wait, I notice a little poster on the wall.
The poster explains how nurses do the triage based on the emergency (1).
I now understand that even if we have an appointment, we might see a doctor later. So the staff can take care of someone with a more urgent problem.
That reduces my frustration to see others pass before us and makes me more empathic to other patients (2).
So let me ask you this:
How can you help people understand how the waiting experience works in your service?
Footnotes
The first draft of this Service Design Principle was adapted into more understandable English by the lovely Joanna Bienz. Thanks, Joanna!
(1) The poster shows how the service works in 4 scenarios: when you have an emergency but no appointment, when you have an appointment, when you have been sent from another service in the hospital and when you need to renew your bandages
(2) We can make this idea even better. For example, we could add this information to a brochure you receive at the reception where the staff gives directions to the waiting room. So we are sure that everyone gets the information, and everyone will read for the first few minutes, which makes the waiting time feel shorter.
Daniele’s notes
- This is the third draft of this principle.
- I’ve reduced the length of this principle by 39 % compared to the previous draft.