How Not to Re-design a Supermarket Checkout

Here’s a nice post on queueing theory from Katherine Alsop, a UX designer in Australia. She documents a change to the “twelve items or fewer” lanes at a Coles Supermarket in Melbourne and explores the repercussions on human behavior. I’ve written about queueing a few times here at Design for Service but I don’t think I’ve ever seen a solution quite like this.

It’s interesting to see how other cultures support this type of thing. Last year I asked the community at for some insight into how queueing works around the world.

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