Queue pain can be designed away

11.32: Floor 7 receives the smell of grilled onions through the ventilation system.

11.38: three people leave their desks for the canteen.

11.43: the queue reaches the drinks cabinet.

11.48: Floor 8 receives the same smell.

11.55: two Floor 7 diners finish before the usual peak.

12.04: six Floor 8 diners arrive. Four tables have become free.

12.17: the queue is nine people shorter than yesterday.

12.21: facilities records the stagger as successful.

12.24: one person fasting for a medical appointment shuts their office door. Another opens the lunch brought from home earlier than planned.

12.31: a diner asks whether the extractor fan is broken. The smell is stronger beside the lifts.

12.44: the ventilation switches to Floor 9.

12.52: two people who had planned a late lunch join the queue.

13.05: seating remains available.

13.14: a member of staff asks for the music to be lowered and the kitchen door closed. Neither affects the aroma travelling upstairs.

13.36: the last lunch order is taken.

14.10: the chart shows a flatter demand curve and four additional table turns. It has no field for nausea, changed plans or people who ate elsewhere.

14.25: cleaning begins. The corridor still smells faintly of onions.

Behavioural principles

Behavioural ideas at play in this post

Short, plain-English explanations of the principles behind this post, with links to related books and examples in the archive.